Assistant Manager

At&T Rochester , NY 14618

Posted 5 months ago

Meet and exceed customer experience and sales objectives for store. Assist the Store Manager in the daily operation of a retail store.

Under the direction of the Store Manager, schedule employees, maintain inventories, conduct physical inventories, maintain store appearance and complete day-to-day paperwork as directed. Assist Store Manager, as directed, by assisting in the development, training and management of assigned team, which may consist of support or sales personnel. Ensure an extraordinary customer experience at all times.

ROLES & RESPONSIBILITIES

Customer Experience and Sales

Execute store's implementation of The AT&T Retail Promise

Assist Store Manager to: Execute store initiatives related to sales, service, and customer experience

Meet and exceed assigned customer experience and reputation, sales and service, revenue and productivity targets

Create a work environment where motivated people can excel

Coach personnel on "opportunities" with key sales and reputation metrics, recognize teams on positive performance against key sales and reputation

Perform role plays with personnel on a regular basis to improve interactions with customers

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

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 Company's sole discretion.

Job ID 1936507 Date posted 07/22/2019



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