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Job Details

Store Manager II

Company name
AT&T Inc.

Location
Newburgh, NY

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Profile

Store Manager II

in

Newburgh

New York

Join our AT&T family where innovation, collaboration, customer service and exciting entertainment products all come together! You’ll be leading a team of best-in-class salespeople who thrive in a collaborative culture to exceed sales targets, continuously earn JD Power’s top customer service ratings, develop our team, and work together to deliver exciting TV and mobility products to customers. Store Manager is responsible for store profitability, sales, customer experience and leading/supervising/coaching all sales associates. Qualified candidates will inspire and engage employees through motivation and leading by example. AT&T encourages community involvement- we look to our leaders to understand the communities and customers that they serve. We offer a rapid pace in an ever changing industry. Strategic thinkers that champion change will thrive in this sales-centric environment.

ROLES & RESPONSIBILITIES

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 follows 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

Monitor the Customer FeedbackTool on a daily basis

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

Improve employee engagement throughout territory through appropriate behaviors and actions

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

Execute A & D process for direct reports

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, may involve working with Asset Protection and/or HQ Credit and Collections

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

Coordinate with security, facilities and mall management to ensure smooth product launch day execution

Store Operations

Staffing/Scheduling

Act as Floor General – responsible for all activity in store at all times

On the sales floor the majority of the time to coach and develop personnel

Partner with Area Retail Sales Manager to review headcount forecast plan and staffing

Employ Scheduling Tool to properly staff hot zones and meet business needs, training and special events such as product launches

Ensure employee preferences/constraints are loaded into the Scheduling Tool on a monthly basis

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 monthly cost reviews of overtime, discounts, returns and credits

Responsible for performing Access Review Tool (ART) periodic audits for direct employees to ensure they have the appropriate level of system/tool access for their roles and responsibilities.

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

Required Qualifications

Two years sales/customer service experience in telecommunications 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

Ability to operate a personal computer, wireless equipment, copier and fax

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

Ability to work at multiple locations within district preferred

Familiarity with wireless terminology and AT&T Mobility systems preferred

Provisions listed in these Job Descriptions may be changed or modified by AT&T Mobility without prior notice at any time, at the Company's sole discretion.

Company info

AT&T Inc.
Website : http://www.att.com

Company Profile
AT&T is bringing it all together for our customers, from revolutionary smartphones to next-generation TV services and sophisticated solutions for multi-national businesses. For more than a century, we have consistently provided innovative, reliable, high-quality products and services and excellent customer care. Today, our mission is to connect people with their world, everywhere they live and work, and do it better than anyone else. We're fulfilling this vision by creating new solutions for consumers and businesses and by driving innovation in the communications and entertainment industry.

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