JOB SUMMARYResponsible 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 RESPONSIBILITIESActively 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 expectations.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 closure.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 issues.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 competencies.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 QUALIFICATIONSSkills/Abilities and KnowledgeAbility 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 mannerBuild good partnerships within all areas of the organization by exhibiting excellent interpersonal leadership, influencing and presentation skillsExperience working inside a destination-style shopping environmentProven ability to lead others and motivate them to succeed in a goal and incentive based work environmentAbility to prioritize, organize, manage multiple tasks/projects and handle change effectively in a fast paced environmentDisplays passion for delivering a great customer experience during multiple roles in their careerPossess a self-motivated, competitive spirit and desire to exceed sales goalsCarry a positive and professional demeanorHigh comfort level with computers and personal technology, such as mobile devices and personal video platforms, including software applicationsEducationBachelor’s Degree or equivalent experienceRelated Work Experience Number of YearsTelecommunications/wireless experience 3+ yrs.Sales/Customer Service experience 5+ yrs.PREFERRED QUALIFICATIONSSkills/Abilities and KnowledgeManagement experienceAbility to make qualitative judgmentsSome experience in development/implementation of sales trainingSome knowledge of identifying trends, risks and communicating those to managementWORKING CONDITIONSRetail environmentExposure to moderate noise levelWork scheduled shift hours and overtime as neededAbility to travel to other store locations based on business needHandle a physically demanding job, lifting up to 35 lbs.Ability to stand for prolonged periods of timeValid driver’s license and ability to meet Charter’s motor vehicle requirementsJob Code : SRL206284696BRFor more information on Spectrum’s benefits, please click here.