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Retail Sales Team Lead

2 months ago

Buffalo, New York, United States Asurion Full time
Job Description

Our Lead Retail Sales Technician role has a significant impact on our customers' experience. If you enjoy helping people resolve technical issues and want to work in an environment where teamwork is valued, this role could be a great fit for you.

At Asurion, we don't just assist our customers with technical issues — we provide a positive experience for our employees, helping them grow their careers while they help customers enjoy and do more with their technology.

Compensation and Benefits:

  • A competitive hourly rate of $19.95 per hour
  • Uncapped sales and repair incentive potential
  • Average incentive potential of $550/month and top incentive potential of $2,600/month, based on performance

We take care of you (benefits/perks):

  • Competitive hourly and incentive-based pay
  • A generous medical, dental, and vision benefits program
  • A 401(K) retirement savings plan with employer match
  • Paid time off
  • Tuition reimbursement
  • Ongoing training to grow your skills
  • Through interactions with customers, our experts demonstrate integrity in serving, solving, and selling with expectations to listen to the customer's needs, provide accurate information, and conduct themselves in a way that is consistent with Asurion's values.

As a Lead Tech, here's what you can expect to do:

We sell solutions-based products and services by building authentic connections with customers that drive long-lasting relationships. This role is responsible for overall store operations, creating a great customer experience within our retail stores, and developing and coaching our expert technicians.

  • Perform repairs on all devices
  • Enhance customer experience with our 'serve, solve, and sell' method, helping bring the Asurion Connected Home product to all customers (selling on every transaction)
  • Supervise, train, and coach tech experts
  • Stand in as store manager when needed
  • Maintain service-level agreements (SLAs) on turnaround time (TAT) for repairs
  • Ensure all work orders (WOs) are addressed by end of day (EOD)
  • Oversee all buybacks and return material authorizations (RMAs)
  • Manage back of house (BOH) and ensure new processes and procedures are followed
  • Order and manage inventory
  • Ensure PPE supplies are ordered and utilized, and safety standards are met

Requirements:

  • 1+ years of customer service/retail sales experience
  • 6+ months of smartphone repair experience or equivalent
  • 1+ years of retail supervisory experience or equivalent (preferred)
  • High school diploma or GED (preferred)
  • Inventory supervisory experience; inventory counts, live inventory management, or equivalent
  • Proficient in Microsoft Office with an emphasis on Excel
  • Effective verbal and written communication skills
  • Customer service skills
  • Motivation to meet and exceed evolving key performance goals
  • Technical, problem-solving, and organizational talents
  • Ability to work flexible hours, including weekends and holidays
  • Reliability and flexibility in difficult situations
  • The ability to quickly adapt in an ever-changing environment

About Asurion:

As the world's leading tech care company, Asurion eliminates the fears and frustrations associated with technology, ensuring our nearly 300 million customers get the most out of their devices, appliances, and connections.