ROLES & RESPONSIBILITIES
Customer Experience and Sales
Execute stores implementation of The AT&T Retail Promise
Assist Store Manager to:
o Execute store initiatives related to sales, service, and customer experience
o Meet and exceed assigned customer experience and reputation, sales and service, revenue and productivity targets
o Create a work environment where motivated people can excel
o Coach personnel on opportunities with key sales and reputation metrics, recognize teams on positive performance against key sales and reputation
o Perform role plays with personnel on a regular basis to improve interactions with customers
o Demonstrate the right customer behaviors defined by Delivering an Extraordinary Experience
Facilitate weekly personnel training/educational sessions as directed by Store Manager
Monitor Customer Experience Dashboard
Resolve or escalate appropriately any billing or service issues
o Deliver the right customer experience by assisting with management of the store, customer coordination, the welcome and wait time process, supporting the team and assisting sales personnel with customer transactions
Consistently demonstrate excellent leadership and coaching skills
Employee Management and Development
Assist, inspire and engage employees by motivating team to succeed
Lead by example
Develop employees for growth and promotion
Partner with Store Manager to observe and coach employees, providing feedback around sales technique effectiveness and providing excellent customer service
Improve employee engagement through leadership skills
Partner with Store Manager to observe and coach all employees as needed, providing feedback around sales technique effectiveness and providing excellent customer service
Improve store employee engagement through leadership skills
Assist Store Manager in ensuring personnel adhere to the Code of Business Conduct and company policies as directed by Store Manager
Fully understand and assist in educating personnel on compensation plan and how to maximize their earnings
Assist in ensuring all time cards are reviewed and accurate
Communicate temporary assignments and overtime for floating personnel
Product Launches
Partner with Store Manager to successfully launch new products, services or processes
Actively inspect post-launch and drive improved results with best practices
Inspect that employees are properly trained on new products and promotions to sell with confidence
Report concerns with sellers knowledge and/or behavior to Store Manager or provide coaching as appropriate
Coordinate with security, facilities and mall management to ensure smooth product launch day execution
Store Operations
Staffing/Scheduling
Assist Store Manager with scheduling, coverage and resource planning to ensure the store has the right number of employees in the right roles at the right times
Facilitate the monthly scheduling process
Merchandising
Adhere to the iPOG and the merchandising standards
Instill a sense of pride and ownership in store appearance - where all employees understand their store is the face of AT&T to every customer
Compliance
Drive operational compliance of back office processes, procedures and policies
Inspect existing and new retail programs, tools and training
Other
Report fraudulent activity to Asset Protection
On call for store emergencies
Demonstrate AT&T Extraordinary Leader Model Characteristics
Continuously display high integrity
Develop strategic perspective and champion change
Inspire others to high performance through collaboration and teamwork
Utilize professional expertise to solve problems and analyze issues
Capture initiative and strive for results
Desired Qualifications
- Three or more years sales/customer service experience in the telecommunications or related industry
- Previous management experience
- Well developed planning, analytical and problem-solving skills
- Strong organizational skills and attention to detail
- Strong communication, leadership, and presentation skills
- Ability to operate a personal computer, wireless equipment, copier and fax
- Ability to work at multiple locations within district preferred
- Familiarity with wireless terminology and AT&T Mobility systems preferred
Assistant Store Managers are paid a competitive hourly rate and can earn additional monthly commission dollars by meeting and/or exceeding sales objectives!
Provisions listed in these Job Descriptions may be changed or modified by AT&T Mobility without prior notice at any time, at the Companys sole discretion.
Country: USA, State: Massachusetts, City: Malden, Company: AT&T - Retail.
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