Dieses Stellenangebot ist nicht mehr verfügbar
Supervisor-Consumer Sales-Retail
Utilicom
- Hobbs, New Mexico, United States
- Hobbs, New Mexico, United States
Über
What You’ll Do The Supervisor‑Consumer‑Retail is responsible for the day‑to‑day operations of the TDS Consumer Retail team in the Retail Offices. They must be fully versed in all contact center specialties of Sales, Service Retention, and OOT Construction Triage. The primary function is to coach and develop the team of Retail associates to meet or exceed sales revenue targets, maximize customer satisfaction, grow the consumer customer base, achieve service level targets for calls, and evaluate all aspects of consumer sales to ensure alignment with TDS’s Core Behaviors. The position directs, supervises, coaches, and evaluates performance of staff members, applies organizational policies and procedures, manages customer relations, escalates complaints, and utilizes Key Performance Metrics (KPMs) to exceed customer expectations and achieve revenue and performance targets.
Unlimited Earning Potential: Salary + uncapped commissions Hit your goals and earn $100,000+ annually!
Location The selected candidate must reside within a 45‑minute driving distance from the Hobbs, New Mexico Retail store (2827 N. Dal Paso St., Hobbs, NM) or the Carlsbad, New Mexico retail store (1092 N. Canal St., Carlsbad, NM).
Responsibilities
Hires, motivates and coaches a team of Customer Sales Representatives to meet or exceed revenue targets and performance expectations.
Utilizes Key Performance Metrics (KPMs) to ensure we are exceeding our customer's expectations and achieving all of our overall revenue and performance targets.
Supports all training and ensures that appropriate training programs are implemented and attended by employees, including, but not limited to, Cash Management & Triage tasks.
Conducts regularly scheduled team meetings and represents TDS at special events.
Reviews sales reports, operational measurements, results and implements programs and methods to improve them.
Coordinates activities that improve processes, remove barriers to our success, improve customer services, etc.
Evaluates overall and individual performance against quality standards.
Ensures that the established contact quality protocols are met and that representatives are following all department policies and procedures.
Partners with representatives to determine regular performance metric goals by setting short‑term and long‑term goals and rolling the results up into quarterly and annual performance reviews.
Reduces learning curve of new employees by doing additional training as needed and coaching for improvements on all performance metrics.
Promotes changes in policy, procedures, goals, etc.
Provides specific and timely observations on performance effectiveness which is supported by emailed documentation summaries from a call or in follow‑up emails.
Supports commission and incentives including the verification of data, creating sales‑focused and fun incentives, and tracking results for reporting purposes.
Reviews the associates' schedule on a weekly basis and compares it to time entry to ensure accurate reporting.
Works with COPP's team to make updates to the current procedures and communicates them as needed.
Executes and supports OOT needs specific to pre‑sales, post‑launch, construction issues and triage support. Executes and supports marketing and sales plans by enthusiastically leading employees to the achievement of team objectives. Executes and supports plans and programs to ensure that high quality is delivered to delight our customers.
Maintains customer relations, including interfacing with the customers and handling escalated customer complaints and issues.
Participates in and supports all TDS Marketing initiatives.
Facilitates and coordinates inter‑departmental activities & projects & other duties and responsibilities as assigned.
Travel to business offices as needed.
Qualifications Required Qualifications
Bachelor’s degree (or higher) — OR — 4+ years professional work experience.
1+ years’ experience in a formal or informal leadership role.
2+ years’ experience in Sales, Customer Service or Financial Services.
Must have and maintain a valid driver's license.
Other Qualifications
Travel to business offices as needed.
Experience working with escalated customer issues and problem resolution.
Understanding of the contact center & retail industry.
Excellent interpersonal communication skills (i.e., verbal, written, listening).
High‑level sales skills.
Problem‑solving skills (i.e., customer complaints, business office issues).
Customer‑focused problem‑solving skills.
Willing and able to travel based on the needs of the business.
Able to diffuse high‑tension situations comfortably.
Proven understanding of all internal procedures and processes.
Diplomatic and tactful.
Ability to handle escalated customer calls with success, follow‑through to completion.
Attitude
Consistently positive “can do” attitude.
Willingness to help others.
Training skills including communication and patience.
Shares knowledge.
Adheres to all standard practices, including attendance and computer use.
Approachable.
Customer Focus
Able to diffuse high‑tension situations comfortably.
Diplomatic, tactful, and empathetic.
Dedicated to customer satisfaction.
Ability to handle escalated customer calls with success, follow‑through to completion.
Expertise
Proficient in all applications and tools used in the contact center.
Proven understanding of all internal procedures and processes.
Researches issues and considers all options before seeking help.
Excellent troubleshooting skills.
Benefits We believe in taking care of our team, which is why we offer comprehensive benefits to support your health, financial well‑being, and overall happiness. Join us and experience a work environment where your well‑being is a top priority!
Associates scheduled to work 20 or more hours per week have access to:
Medical Coverage
Dental Coverage
Vision Coverage
Life Insurance
401(k) Plan
Generous Vacation & Paid Sick Leave
Seven Paid National Holidays & One Floating Holiday
Paid Parental Leave (6 weeks after 12 months of employment)
Adoption & Surrogacy Assistance
Employee Assistance & Wellness Programs
Associates working 30 or more hours per week additionally have access to:
Short‑Term & Long‑Term Disability
TDS Service Discounts
Education Assistance
Paid Volunteer Time
Who is TDS Telecom? TDS Telecom provides high‑speed internet, TV entertainment, and phone services to a diverse range of communities, including small to mid‑sized urban, suburban, and rural areas across the U.S. With over 50 years of experience, TDS is committed to building and expanding fiber optic networks that bring cutting‑edge connectivity to neighborhoods nationwide. Serving over 1 million connections, our mission is to create a better world by delivering innovative communication solutions that enhance the way people live, work, and connect. Visit tdstelecom.com to learn more!
Equal Employment Opportunity At TDS, we are committed to Equal Employment Opportunity (EEO) and value the difference of backgrounds, experiences and perspectives in our workforce. We consider all qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by law.
Pay Transparency The listed salary includes both base pay and potential earnings from meeting sales quotas. The final offer will be based on factors such as skills, qualifications, experience, location, and role‑specific competencies. With our uncapped commission incentives, you have unlimited earning potential!
Pay Range (Hr./Yr.): $71,500.00/Yr. - $116,200.00/Yr.
#J-18808-Ljbffr
Sprachkenntnisse
- English
Hinweis für Nutzer
Dieses Stellenangebot wurde von einem unserer Partner veröffentlicht. Sie können das Originalangebot einsehen hier.