Store Manager

Description

Job Title:

Store Manager

Reports To:

Regional Sales Director

FLSA Status:

Hourly/Non-Exempt

Summary A Store Manager (“SM”) manages a retail store engaged in selling wireless communications products and services. The Store Manager supervises, develops, and trains Wireless Specialists in day-to-day tasks. This role also provides exceptional customer service and responds to inquiries and complaints; works directly with customers by selling wireless communication products and services as needed.

Essential Duties and Responsibilities

• Leads the day-to-day operation and performance of the retail store, including sales, customer experience, employee performance, and operational standards.
• Achieves or exceeds established individual and store sales and performance goals for Verizon products, services, devices, and accessories.
• Provides daily leadership, direction, coaching, and support to Wireless Specialists to improve sales performance, customer service, accountability, and professional development.
• Actively works with customers throughout the workday, identifies customer needs, recommends appropriate solutions, and completes sales and service transactions accurately and timely.
• Maintains current knowledge of Verizon products, services, promotions, pricing, policies, procedures, and customer privacy requirements.
• Assists customers with activations, upgrades, account changes, payments, equipment purchases, troubleshooting, retention, service needs, and other authorized transactions.
• Leads by example on the sales floor and creates a positive, professional, customer-focused, and results-oriented store environment.
• Monitors individual and store performance, provides feedback and coaching, recognizes strong performance, and addresses performance or conduct concerns as appropriate.
• Delegates and follows up on store responsibilities to ensure work is completed accurately, efficiently, and in accordance with company expectations.
• Supports recruiting, interviewing, onboarding, training, scheduling, and other staffing responsibilities as assigned or needed to support the store.
• Ensures compliance with company policies and procedures, Verizon requirements, promotional and pricing guidelines, customer privacy standards, and other applicable operating requirements.
• Oversees store operations including opening and closing, cash handling, bank deposits, merchandising, inventory, security, recordkeeping, supplies, and general store appearance.
• Maintains accurate customer, employee, inventory, sales, and operational records and ensures required documentation is completed appropriately.
• Maintains a clean, organized, professional, and safe environment for employees and customers and promptly reports safety, facility, security, or injury concerns.
• Conducts approved outbound sales, customer follow-up, retention, lead-generation, and other activities designed to increase sales and develop new business.
• Builds relationships within the local community and participates in outreach and other activities that support store growth and brand awareness.
• Identifies opportunities to improve store sales, productivity, customer experience, employee performance, and operations and communicates recommendations to the Regional Sales Director.
• Participates in required training, meetings, reporting, and company initiatives and supports other locations or business needs when requested.
• Maintains reliable attendance and availability to work during retail business hours, including evenings, weekends, holidays, and peak business periods as required.
• Performs sales duties as a regular part of the position and performs other duties, tasks, or projects as assigned.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

• Customer Service – Provides professional, responsive service and effectively addresses customer questions, concerns, and service needs.
• Sales and Results Orientation – Proactively identifies sales opportunities, recommends solutions based on customer needs, and consistently works toward established individual and store performance expectations.
• Communication – Communicates clearly and professionally with customers, co-workers, and management in person, by telephone, electronically, and in writing.
• Problem Solving and Judgment – Identifies and resolves problems appropriately, uses sound judgment, and seeks assistance when necessary.
• Teamwork and Professionalism – Works effectively with others, treats others with respect, accepts feedback, follows through on responsibilities, and maintains professional conduct and appearance.
• Technology and Adaptability – Learns and effectively uses required systems, devices, applications, and technology while adapting to changing products, priorities, customer needs, and business requirements.
• Safety, Security, and Integrity – Follows applicable safety, privacy, security, and company procedures and promptly reports concerns or suspected misconduct.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The qualifications below are representative of the knowledge, skills, and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience: 12-18 months of experience and/or training in the cellular sales industry; or equivalent combination of education and experience.

Driver Requirements: Driving is required at certain store locations. Where driving is an essential function of the assigned position or location, the employee must maintain a valid driver's license, required automobile insurance, and authorization to drive in accordance with company requirements.

Communication Skills: Ability to read and interpret documents such as the safety rules; operating and maintenance instructions; procedure manuals; job descriptions; disciplinary documentation, performance evaluations; the Employee Handbook, and other Company policies and procedures. Ability to properly and correctly write correspondence; text messages; emails; disciplinary documents; performance evaluations; new hire paperwork; termination paperwork; separation notices; and routine reports. Ability to properly and adequately train and coach employees; perform evaluations of employees; and provide discipline to employees. Ability to speak effectively before groups of customers and employees. Ability to effectively present information in one-on-one and small group situations to customers; clients; and employees.

Computer Skills: Ability to use Microsoft Windows and related standard programs. Ability to effectively use Microsoft Word; Microsoft Excel; email; a cell phone; connected devices and the internet. Ability to effectively use the Point of Sale System; enter sales and track inventory.

Mathematical Skills: Ability to perform basic calculations related to pricing, discounts, percentages, commissions, payments, and customer transactions.

Physical Demands While performing the essential duties of this job, the employee is regularly required to stand and walk for extended periods; communicate with customers and co-workers; and use hands to handle products, devices, equipment, and other materials. The employee may occasionally be required to sit, stoop, kneel, or crouch and to lift and/or move up to 50 pounds.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment Work is performed primarily on-site in a retail store with regular interaction with customers, co-workers, and the public. The position involves varying levels of customer traffic and activity and may occasionally require work outside the store, at community events, or at other business locations as required.

Supervisory Responsibilities Supervises Sales Associates and Assistant Retail Sales Manager (when applicable). Directly supervises 3-12 employees. Carries out supervisory responsibilities in accordance with the organization's policies, procedures, Employee Handbook, and applicable laws. Responsibilities include recruiting, interviewing, screening, hiring, and training employees; planning, assigning, directing, and appraising work performance, behavior, and/or attendance; rewarding and disciplining employees; addressing and resolving complaints and/or problems.