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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 & RESPONSIBILITIESCustomer Experience and SalesExecute store’s implementation of The AT&T Retail PromiseAssist Store Manager to: Execute store initiatives related to sales, service, and customer experienceMeet and exceed assigned customer experience and reputation, sales and service, revenue and productivity targetsCreate a work environment where motivated people can excelCoach personnel on “opportunities” with key sales and reputation metrics, recognize teams on positive performance against key sales and reputationPerform role plays with personnel on a regular basis to improve interactions with customersDemonstrate the right customer behaviors defined by Delivering an Extraordinary ExperienceFacilitate weekly personnel training/educational sessions as directed by Store ManagerMonitor Customer Experience DashboardResolve or escalate appropriately any billing or service issuesDeliver 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 transactionsConsistently demonstrate excellent leadership and coaching skillsEmployee Management and DevelopmentAssist, inspire and engage employees by motivating team to succeedLead by exampleDevelop employees for growth and promotionPartner with Store Manager to observe and coach employees, providing feedback around sales technique effectiveness and providing excellent customer serviceImprove employee engagement through leadership skillsPartner with Store Manager to observe and coach all employees as needed, providing feedback around sales technique effectiveness and providing excellent customer serviceImprove store employee engagement through leadership skillsAssist Store Manager in ensuring personnel adhere to the Code of Business Conduct and company policies as directed by Store ManagerFully understand and assist in educating personnel on compensation plan and how to maximize their earningsAssist in ensuring all time cards are reviewed and accurateCommunicate temporary assignments and overtime for floating personnelProduct LaunchesPartner with Store Manager to successfully launch new products, services or processesActively inspect post-launch and drive improved results with best practicesInspect that employees are properly trained on new products and promotions to sell with confidenceReport concerns with sellers’ knowledge and/or behavior to Store Manager or provide coaching as appropriateCoordinate with security, facilities and mall management to ensure smooth product launch day executionStore OperationsStaffing/SchedulingAssist 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 timesFacilitate the monthly scheduling processMerchandisingAdhere to the iPOG and the merchandising standardsInstill a sense of pride and ownership in store appearance – where all employees understand their store is the face of AT&T to every customerComplianceDrive operational compliance of back office processes, procedures and policiesInspect existing and new retail programs, tools and trainingOtherReport fraudulent activity to Asset ProtectionOn call for store emergenciesDemonstrate AT&T Extraordinary Leader Model CharacteristicsContinuously display high integrityDevelop strategic perspective and champion changeInspire others to high performance through collaboration and teamworkUtilize professional expertise to solve problems and analyze issuesCapture initiative and strive for resultsDesired QualificationsThree or more years sales/customer service experience in the telecommunications or related industryPrevious management experienceWell developed planning, analytical and problem-solving skillsStrong organizational skills and attention to detailStrong communication, leadership, and presentation skillsAbility to operate a personal computer, wireless equipment, copier and faxAbility to work at multiple locations within district preferredFamiliarity with wireless terminology and AT&T Mobility systems preferredAssistant 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.
