Retail Sales Manager

Job
Summary:
Under minimal supervision manages the day to day operations of a customer care center in relation to Suddenlink practices and procedures to maintain a quality customer care retail staff, adheres to quality assurance, customer satisfaction and administrative support. Serves as a key liaison between corporate, field system management, customer procurement and marketing/sales operations. Promotes quality, commitment, courtesy and teamwork.

The Suddenlink Culture: A culture defines who we are. It sets forth goals and principles of a united group. Our success is based on the shared values and commitment of the people who are building Suddenlink for the future; on developing new technology; on discovering creative and innovative ways to do things; on improving the value of our services; on building strong relationships with our customers; and on seeking excellence in everything we do.

Honesty & Integrity
Family First
Creativity
Customer Service
Positive Attitude & Excellence
Take Pride
Knowledge & Skills
Corporate Citizenship
Care About Others

Essential Functions:
Provides quality customer service surrounding the Company values
Delivers excellent internal and external customer satisfaction by demonstrating exemplary leadership
Develops and manages the administrative functions of a customer care center, ensuring customer satisfaction is delivered at all levels
Ensures a quality retail staff by effectively interviewing, hiring, disciplining, evaluations and mentoring Customer Care Representatives
Performs administrative, facilitative coaching and mentoring duties necessary to lead and maintain a quality customer care retail staff
Provides feedback to employees regarding performance levels by monitoring and analyzing reports and providing a monthly performance profile.
Monitors and maintains department goals by ensuring Customer Care Representatives meet accountability standards
Resolves complex customer complaints by building a rapport with the customer and using creative problem-solving
Meets a sales budget by creating sales contests, motivating Customer Care Representatives, establishes goals/incentives and provides instruction in Company preferred sales techniques
Ensures assets of Company are safeguarded by monitoring payment transactions and bank deposits, auditing cash journals and ensuring financial controls are properly executed
Responsible for maintaining the retail service are in terms of maintaining and updating display and presentation materials
Other duties as assigned

Minimum Position Qualifications:
College Degree or equivalent combination of education and experience
One year management/leadership experience
High volume customer service/sales environment
Ability to lead and motivate a high performance sales team
Ability to lead and supervise others in a retail sales environment with high sales and service focus
Strong leadership, team building and interpersonal skills
Ability to prioritize and organize effectively

Preferred Position Qualifications:
Customer service and/or sales experience preferred
Technological experience in voice, video and/or data preferred
Skill in using a Windows-based computer, experience with Word and Excel preferred

Environmental Conditions
Ability to work in climate-controlled areas
Exposure to typical office environment


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