JOB SUMMARY Responsible to ensure the Spectrum Store Experience
(SSX) is actively leveraged in the Spectrum Store environment and
all store operational guidelines, processes and procedures are met.
Provides first introduction to customers of Spectrum's products and
services during peak transaction times.
MAJOR DUTIES AND RESPONSIBILITIES Actively and consistently
supports all efforts to simplify and enhance the customer
experience. Assists store leadership with the day-to-day
operational management of their assigned store location and ensures
the front and back of house meets Spectrum Store organization
Partners with store leadership to create a floor coverage model,
ensuring the front of the house is properly staffed with support
for the Store Specialists.
Manages customer traffic to afford customers the opportunity to
browse the store without losing their service position.
Leads marketing/merchandising change out programs to ensure the
Spectrum brand is properly represented and up to date with company
guidelines. Maintains merchandising charter compliance.
Responsible for execution of a inventory management program for
assigned store location.
Actively participates in the sales process and identifies
opportunities to generate sales by consistently utilizing the
Spectrum Store Experience (SSX) process to create the ideal
customer experience and hands off to Store Specialist for
Promotes, educates and engages customers through product
demonstrations as appropriate and responds to customer questions as
needed on all Spectrum products and services.
Ensures store demo areas are properly functioning and actively
being used. Partners with leadership to submit tickets on any
Retains customers through positive customer relationship
building, diffuses customer situations by utilizing listening
skills and probing techniques. Identifies reasons for disconnects
and ways to de-escalate and overcomes objections prior to directing
customer to a Store Specialist.
Assists with creation of learning programs for Store Specialists
that enforces the Spectrum Store Experience (SSX) and increases
their knowledge and use of the process.
Maintains knowledge of the Spectrum Store Customer Experience
(SSX), Retention model, as well as all Spectrum products, pricing
plans, promotions, service features and visual standards as well as
those of our competitors.
Actively participates in company and department training
programs and demonstrates the associated skills and
Adheres to all company and store policies and procedures and
lives the Spectrum mission and core values, while maintaining the
confidentiality of customer and business data at all times.
Performs other duties as requested by leadership..
REQUIRED QUALIFICATIONS Skills/Abilities and Knowledge
* Ability to read, write and speak the English language to
communicate with employees and customers in person, on the phone,
and by written communication in a clear, straight-forward and
professional manner * Build good partnerships within all areas of
the organization by exhibiting excellent interpersonal leadership,
influencing and presentation skills * Experience working inside a
destination-style shopping environment * Proven ability to lead
others and motivate them to succeed in a goal and incentive based
work environment * Ability to prioritize, organize, manage multiple
tasks/projects and handle change effectively in a fast paced
environment * Displays passion for delivering a great customer
experience during multiple roles in their career * Possess a
self-motivated, competitive spirit and desire to exceed sales goals
* Carry a positive and professional demeanor * High comfort level
with computers and personal technology, such as mobile devices and
personal video platforms, including software applications
Education Bachelors Degree or equivalent experience
Related Work Experience Number of Years
Telecommunications/wireless experience 3+ yrs. Sales/Customer
Service experience 5+ yrs.
PREFERRED QUALIFICATIONS Skills/Abilities and Knowledge
Management experience Ability to make qualitative judgments Some
experience in development/implementation of sales training Some
knowledge of identifying trends, risks and communicating those to
WORKING CONDITIONS Retail environment Exposure to moderate noise
level Work scheduled shift hours and overtime as needed Ability to
travel to other store locations based on business need Handle a
physically demanding job, lifting up to 35 lbs. Ability to stand
for prolonged periods of time Valid drivers license and ability to
meet Charters motor vehicle requirements SRL206 297656 297656BR