Customer Service Center, Assistant Mgr - Waterbury

Comcast Waterbury , CT 06701

Posted 2 days ago

Business Unit:

Job Summary:

Responsible for the daily operations of a location and delivering a best

in class experience for the store team and for customers. Provide

leadership, guidance, coaching and motivation to the retail sales team

in order to deliver a superior customer experience and achieve desired

sales results. Promote and maintain a performance-based culture, where

employees are inspired to do their best, and act as a mentor to foster

employee professional development. Collaborate with other store leaders

and staff within and outside the functional team to create synergies and

to ensure processes are efficient and operational goals are met.

Maintain a store environment that aligns with established planograms,

and ensure that current branding collateral is visible and functional.

Ensure that all inventory requirements are carried out effectively,

including stocking,

returning, and organizing and securing. Demonstrate advanced knowledge

of company products and services, as well as best practices as they

relate to sales processes, store schedules and customer engagement.

Employees at all levels are expected to:

  • Understand our Operating Principles; make them the guidelines for how

you do your job

  • Own the customer experience-think and act in ways that put our

customers first, give them seamless digital options at every touchpoint,

and make them promoters of our products and services

  • Know your stuff-be enthusiastic learners, users and advocates of our

game-changing technology, products and services, especially our digital

tools and experiences

  • Win as a team-make big things happen by working together and being

open to new ideas

  • Be an active part of the Net Promoter System-a way of working that

brings more employee and customer feedback into the company-by joining

huddles, making call backs and helping us elevate opportunities to do

better for our customers

  • Drive results and growth

  • Respect and promote inclusion and diversity

  • Do what's right for each other, our customers, investors and our

communities Employees at all levels are expected to:

Core Responsibilities:

  • Achieves all sales and service metrics through daily supervision,

coaching and consistent performance-management (e.g., discipline) of

retail sales team.

  • Proactively coaches and develops store team to perform their

responsibilities at a high level.

  • Provides on-boarding support, observes, and provides feedback to new

hires to ensure they are on-track with their training curriculum and

able to provide an exceptional customer experience.

  • Ensures store environment consistently follows published planograms

and branding standards, and that all customer demos are fully functional

at all times.

  • In cooperation with store manager, oversees all daily sales floor

responsibilities, including proper and efficient staffing and

scheduling, dress code compliance, sales huddles, and resolution of

customer escalations.

  • Passionately drives store operations consistency with detailed

orientation to back of house standards and showroom floor processes and

procedures. Evaluates current processes, procedures, and overall efforts

for improvement and innovation.

  • Drives operational excellence with particular focus on inventory

management. Leads store inventory cycle counts ensuring the timeliness

and compliance with store, channel, and company requirements.

  • Reviews store reports looking for improvement opportunities in the

areas of sales, inventory, cash handling, productivity, and net promoter

system (NPS).

  • Coaches team members on how to position all products with customers.

  • Ensures that customers and prospective customers are treated with the

highest levels of courtesy and professionalism.

  • Remains current on new and current products and services, industry and

competitive trends, and reinforces findings with the team.

  • Administers cash handling policies and procedures.

  • Leverages available tools to monitor customer feedback, coach, and

take action to improve the store experience.

  • Is well-versed in sales compensation plans and addresses team member

questions.

  • Builds collaborative relationships with market and region stakeholders

including the operations manager.

  • Regular, consistent and punctual attendance. Must be able to work

nights and weekends, variable schedule(s) and overtime as necessary.

  • Other duties and responsibilities as assigned.

Job Specification:

  • Bachelor's Degree or Equivalent

  • Generally requires 4+ years related experience.

Comcast is an EOE/Veterans/Disabled/LGBT employer


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Customer Service Center, Assistant Mgr - Waterbury

Comcast