Function in multiple roles that support the performance of the stores retail experience. Responsible for ensuring an extraordinary customer experience by facilitating the coordination of customers being welcomed in, prioritizing transactions and advising of any wait time. Own the stores service customer experience! Responsible for troubleshooting effectively and then resolving and/or following up on customer issues, ensuring our customers needs are addressed promptly, and communicating with the management team effectively.
Ensure positive experience for our internal/external customers by maintaining the integrity of store operating procedures including but not limited to: Inventory management, cash management, point of sale paperwork/recordkeeping, assists in the adherence to store merchandising standards, and the safety and security requirements in the store. Operate various internal tools and systems, terminal consoles and peripheral devices, and maintain time sensitive daily, weekly, and monthly records with a high degree of detail and accuracy. Act as the operational liaison between agents, vendors, customers and various AT&T departments.
May sell all products and services offered by the company. Answer inbound calls and assist sales representatives and customers by performing quick hit sales transactions. Perform other duties as assigned by management.
ROLES & RESPONSIBILITIES
The functions listed below are representative of duties performed by this job title. Duties generally include but are not limited to the following:
Customer Experience and Sales
Full understanding, acceptance and execution of AT&Ts Our Retail Promise:
Predominantly facilitates the front of store Customer Coordination process, welcome, and wait-time check in process in conjunction with management
Facilitiates the service experience in-store with Customer Support and other non-sales or quick sales related issues
Function as a customer experience advocate, seamlessly escalating all customer issues that require further approval/troubleshooting
Utilize employee communications to maintain knowledge on updates/troubleshooting
Assist with quick hit sales when needed
Work in a team environment with sales representatives and management to meet and exceed assigned goals for overall customer experience and reputation
Participate with store management in role plays on a regular basis to demonstrate what right looks like for service transactions and coordination flows.
Attend weekly personnel training/educational sessions
Track and follow up on unresolved customer issues
Utilize numerous systems/applications to research and resolve customer concerns/escalations
Assist customers with product and service education when necessary for both in store and post transaction customer support.
Store Operations (*may or may not not be required in all locations)
Inventory management including counts, ordering, maintaining, receiving, returning, tracking and securing equipment and supplies
Perform operational tasks to maintain audit-ready status in store at all times and in accordance to COBC
Prepare bank deposits
Balance POS drawer
Process and prepare paperwork for recordkeeping and report generation
Work in conjunction with management for all monthly counts, reporting, and providing documentation for operational coaching opportunities for management follow up
Coordinate with management any customer credit/refund concerns
Responsible for adherence to the iPOG, managing store resets and upholding merchandising standards
Instill a sense of pride and ownership in store appearance understand that the store is the face of AT&T to every customer
Employee Knowledge and Development
Consistently adhere to the Code of Business Conduct and Our Retail Promise
Actively pursue knowledge of AT&T in-store products to thoroughly educate customers
Perform customer demonstrations of AT&T products and systems (i.e., GSK, selling stations, pay station)
Understand operational compliance of back office processes, procedures and policies including Audit processes and procedures
Collaborates with peers to ensure best practices are shared and implemented
Store Appearance
Assists in ensuring our products are properly stocked/displayed on the retail floor for our customers
Assist with maintaining merchandising standards
Instill a sense of pride and ownership in store appearance/cleanliness understand that the store is the face of AT&T to every customer
Report any potential safety/security concerns to management for resolution
Compliance
Understand operational compliance of ,point of sale systems, procedures and policies in order to ensure the best customer experience
Track and review commonly escalated customer issues with store management and assist in communicating to sales associates as needed.
Other
Report fraudulent activity to Asset Protection
Requirements:
MINIMUM REQUIREMENTS:
Perform the following with reasonable accommodation:
Work flexible hours (including evenings, weekends and holidays)
Stand for long periods of time
Ability to lift up to 25 pounds
Operate a personal computer, wireless equipment, copier and fax
Work in other locations as the needs of the business dictate what may be required
May be required to wear a uniform or company apparel as designated by management
PREFERRED QUALIFICATIONS:
Associate Degree
1+ years of relevant work experience
Telecommunications industry knowledge
Excellent interpersonal, verbal and written communication skills and attention to detail
Strong working knowledge of computer systems/software and computerized billing
Strong customer service skills
Thorough research skills
Provisions listed in these Job Descriptions may be changed or modified by AT&T Mobility without prior notice at any time, at the Companys sole discretion.
AT&Tis an Affirmative Action/Equal Opportunity Employer, and we are committed to hiring a diverse and talented workforce. EOE/AA/M/F/D/V
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Country: USA, State: Kansas, City: Wichita, Company: AT&T Retail.
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