ROLES & RESPONSIBILITIES

​

Meet and exceed customer experience and sales objectives for store. Supervise the overall daily operation of a store including hiring, development, discipline, and scheduling of employees to ensure an extraordinary customer experience, cost efficiency, and quality store operations. Maintain inventories at adequate levels, promote sales, and maintain the appearance of the store. Complete accounting and paperwork associated with cash receipts and prices and conducts physical inventories. Job level is determined by meeting store opportunity, customer satisfaction, audit scores, and other criteria.

Customer Experience and Sales

• Fully accountable for store implementation of The AT&T Retail Promise

• Fully accountable for execution of sales, service and customer experience initiatives in store

• Supervise store personnel to:

  • Meet and exceed assigned goals for: customer experience and reputation, sales and service, revenue and productivity

  • Demonstrate the right customer behaviors defined by Delivering an Extraordinary Experience

  • Ensure every seller follow the AT&T Retail Experience and executes on all 5 Key Behaviors at all times

  • Consistently demonstrate excellent leadership and coaching skills

  • Create a work environment where motivated people can excel

  • Oversee Store floor experience – Act as Floor General

  • Own Customer Coordination. Welcome and Wait Time process

  • Support Team and assist with customer transactions

  • Coach and counsel personnel on "opportunities" with key sales and reputation metrics, recognize positive performance against key sales and reputation metrics and hold people accountable for poor performance

  • Perform role plays with personnel on a regular basis to demonstrate "what right looks like"

  • Facilitate weekly personnel training/educational sessions

  • Resolve or escalate appropriately any billing or service issues

​

Employee Management and Development

• Interview, hire and make necessary discipline decisions, including terminations, for store personnel

• Inspire and engage employees by motivating team to succeed

• Lead by example

• Develop employees for growth and promotion by delegating appropriate responsibilities and inspecting completion

• Develop and execute individual development plans for store personnel

• Observe and coach employees to provide feedback around sales technique effectiveness and providing excellent customer service

• Conduct On The Spot (OTS) Coaching

• Ensure personnel adhere to the Code of Business Conduct and conduct investigations with HR as needed

• Resolve quickly any Rep or Store level fraud issues communicated by ARSM, or Upper Management

• Fully understand and assist in educating personnel on the compensation plan and ensure employees know how to maximize

• Ensure Fair Labor Standards Act (FLSA) compliance

• Approve and communicate temporary assignments and overtime for floating personnel

 

Product Launches

• Partner with Area Retail Sales Manager and other appropriate parties 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

• Document and report concerns with sellers' knowledge and/or behavior and provide additional coaching and/or discipline as appropriate

 

Merchandising

• Accountable for adhering 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

• Ensure timely completion of required training to empower personnel to succeed

• Implement, execute and inspect existing and new retail programs, tools and training

• Execute weekly cost reviews of overtime, discounts, returns and credits

 

Required Qualifications

• Two years sales/customer service experience in telecommunication or related industry

• One year management experience

• Excellent sales skills and demonstrated ability to meet or exceed performance standards

• Ability to motivate and lead direct reports

• Ability to work flexible hours, including evenings, weekends and holidays

 

Desired Qualifications

• Three or more years sales/customer service experience in the telecommunications or related industry

• Previous management experience in the telecommunications or related industry

• Effective communication, presentation and interpersonal skills

• Strong organizational skills with attention to detail