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Customer Service Lead

2 months ago

Orlando, Florida, United States GP Mobile Full time
Job Overview

As a Retail Store Manager at GP Mobile, you will be responsible for leading by example and empowering your team to deliver exceptional customer experiences. You will be the primary point of contact for employees and will be responsible for all aspects of store operations, including hiring, scheduling, training, marketing, and loss prevention.

Key Responsibilities:
  • Customer Experience: Complete observations of store employees' interactions with customers, including feedback, to be used in development, training, and coaching conversations. Ensure assigned team trainings are completed on time.
  • Customer Issue Resolution: Assist with customer-related issues that would positively impact the customer's experience within the T-Mobile brand and expectations.
  • Store Success: Own store success and take ownership for store employees' work-related needs, store leadership, staffing and scheduling, maintaining labor controls, marketing, loss prevention, and all other store functions.
  • Operational Excellence: Support operational excellence by observing every store function, monitoring sales and inventory, managing sales tracking, and implementing new store programs and initiatives.
  • Store Environment: Maintain a neat, clean, and organized store environment.
  • Team Development: Seek to hire store employees who are passionate about building long-lasting customer relationships and are fired up about the T-Mobile Brand and digital technology.
  • Leadership: Support your team through development, training, mentoring, driving behaviors that will lead to earning a place in our customers' hearts and store employee success.
  • Expertise: Lead by example, staying up to date on the latest products, services, training, and leadership best practices to remain an expert resource to your team.
  • Team Initiatives: Support team initiatives and create an inclusive environment.
  • Productivity and Efficiency: Responsible for the overall productivity results in the store. Drive operational efficiencies to help minimize risk and protect the store's assets. Deliver financial results based on key performance indicators. Identify ways to manage and control store expenses.
  • Performance Management: Show your team you're invested in their success through personalized performance management plans and conversations, as well as celebrating achievements through recognition.
  • Success Measurements: Ensure store employees meet and/or exceed defined, monthly success measurements.
  • Sales Goals: Meet or exceed sales goals for the store.
Requirements:
  • Experience: 2-4 years of management experience in retail sales, with a focus on sales and sales management.
  • Education: Bachelor's degree, preferred.
  • Skills: Strong communication and leadership skills, with the ability to motivate and develop a team.
  • Knowledge: Familiarity with retail operations, including hiring, scheduling, training, marketing, and loss prevention.
What's in it for you:
  • Competitive Compensation: Competitive base pay, plus commission.
  • Benefits: Benefits for part-time and full-time associates, including medical, dental, and vision benefits.
  • Professional Growth: Opportunities for career advancement and professional growth.