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GCI's Lifeline Representative I w ill support and facilitate the FCC Lifeline program to provide communications services and products to eligible customers. Confirm customers are qualified via National Verifier and meet the requirements of the Federal Regulations. Assist and provide support regarding program qualifications, recertification, documents, requirements, rules, and regulations.

Position’s Customer(s): Direct Sales, Customer Service Contact Center and Retail Store representatives, marketing and external customers and vendors

ESSENTIAL DUTIES AND RESPONSIBILITIES AT ALL LEVELS:

+ Verifying customer eligibility through NLAD (National Verifier)

+ Auditing customer information in GCI’s systems.

+ Confirmation of customer’s regarding eligibility errors using the National Verifier

COMPETENCIES:

+ ACCOUNTABILITY- Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve.

+ Self-motivated, friendly, cooperative with a desire to meet and/or exceed expectations.

+ BASIC PRINCIPLES - Interacts with people in a way that builds mutual trust, confidence, and respect; adheres to GCI’s Code of Conduct for Employees – the Basic Principles.

+ COLLABORATION - Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances.

+ COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally.

+ Must demonstrate ability to listen effectively and verbally communicate information regarding products, service(s) and procedures. Multi-language speakers encouraged.

+ COMPLIANCE - Follows internal controls; protects company and customer confidential information; abides by GCI’s Code of Business Conduct & Ethics. Interprets and accurately applies applicable codes, regulations, policies, procedures, guidelines, etc.

+ Adhere and maintain GCI confidential and proprietary and customer account information.

+ CUSTOMER FOCUS - Develops positive rapport with customers. Demonstrates commitment to service excellence; gives high priority to customer satisfaction.

+ RELIABILITY - Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings, training, and other work obligations.

+ Ability to complete complex tasks to successful conclusion and deadlines.

+ RESULTS - Uses a combination of knowledge, initiative, sound decision making, innovation, adaptability, and problem solving.

+ Knowledge of telecommunications industry, products, service(s) and customer service activities.

+ Must be able to work in an often-stressful team environment, demonstrate attention to detail and ability to handle multiple tasks at once.

+ SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.

+ Proficiency in MS Office knowledge (e.g., Outlook, Teams, Word, Excel).

+ Demonstrated computer skills and understanding of technology; must provide a high level of accuracy and proficiency in data entry and 10-key.

Additional Job Requirements:

This is an entry level position works under close supervision, work on assignments as directed; confirm eligibility for customers to meet federal requirements as outlined:

Essential Duties:

+ Lifeline Eligibility Validation:

+ USAC Eligibility Validation.

+ Responsible for day-to-day processing of customer calls, emails, and internal. communication tools to establish service and apply benefit.

+ Confirm submitted requests reflect all required information.

+ Notify customers that do not meet program eligibility requirements.

Minimum Qualifications:

Required: *A combination of relevant work experience and/or education sufficient to perform the duties of the job may substitute to meet the total years required on a year-for-year basis

+ High School diploma or equivalent.

+ Minimum of two (2) years of customer service experience. *

Preferred:

+ Associate degree in Business Management or relevant field.

+ Telecommunications experience.

+ Multi-language.

+ Other telecom industry or job specific certifications.

DRIVING REQUIREMENTS:

This position may require access to reliable transportation for occasional travel, such as between retail store locations, offices, worksites, or other locations as needed.

PHYSICAL REQUIREMENTS and WORKING CONDITIONS:

+ Work is primarily sedentary, requiring daily routine computer usage.

+ Ability to work shifts as assigned, work in standard office/home office setting, and operate standard office equipment.

+ Ability to accurately communicate information and ideas to others effectively.

+ Physical agility and effort sufficient to perform job duties safely and effectively.

+ Ability to make valid judgments and decisions.

+ Available to work additional time on weekends, holidays, before or after normal work hours when necessary.

+ Must work well in a team environment and be able to work with a diverse group of people and customers.

+ Virtual workers must comply with remote work policies and agreements.

The company and its subsidiaries operate in a 24/7 environment providing critical services to Alaskans and may need to respond to public health and safety matters or other business emergencies. Due to business needs employees may be contacted outside of the core business hours to respond to an immediate emergency. As such, you will be requested to provide emergency after hours contact numbers, to include your home and cell phone numbers if you have those services.

Culture, Engagement, and Connection: At GCI, we foster an environment where the unique perspectives of our employees, customers, and fellow Alaskans are celebrated. We add value to our community by nurturing and empowering each member of our workforce, ensuring equal opportunities for every Trailblazer.

EEO: GCI is an equal opportunity employer. Qualified applicants are considered for employment without regard to race, color, religion, national origin, age, sex, sexual orientation, gender identity, marital status, mental or physical disability, veteran status, or any other status or classification protected under applicable state or federal law.

DISCLAIMER: The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

All employees of GCI work in support of the GCI Mission Statement and Declaration of Principles which are located on the GCI Career page and Employee portal.