Description Job Description – Wireless Specialist
Job Title:
Wireless Specialist
Reports To:
Assistant Retail Sales Manager, Retail Sales Manager, or Regional Sales Director (as applicable)
FLSA Status:
Hourly/Non-Exempt Summary The Wireless Specialist provides knowledgeable, friendly, and professional service while selling wireless products, services, and solutions. This position assists new and existing customers, achieves individual sales and performance expectations, conducts approved outbound sales activities, and supports the daily operation of the retail store. Essential Duties and Responsibilities
- Greets and assists customers in a professional, friendly, and timely manner, including answering phones and responding to customer messages.
- Identifies customer needs and recommends appropriate wireless devices, plans, accessories, services, and solutions.
- Achieves or exceeds assigned individual sales and performance goals while maintaining a high level of customer satisfaction.
- Accurately and promptly processes customer transactions, including activations, upgrades, account changes, payments, equipment purchases, service requests, and other carrier-authorized transactions.
- Processes payments, deposits, purchases, and other financial transactions accurately using applicable point-of-sale and carrier systems.
- Works to retain customers who indicate a desire to disconnect or reduce services and utilizes appropriate company and carrier resources when necessary.
- Troubleshoots customer equipment and service issues and assists with repairs, returns, replacements, and other applicable service processes.
- Proactively conducts company-approved outbound sales, customer follow-up, retention, and lead-generation activities by telephone and other approved methods.
- Participates in marketing, community outreach, and other activities designed to generate new business and increase brand awareness.
- Accurately documents customer interactions and completes required transactions using company and carrier systems in accordance with privacy, security, and operating procedures.
- Works with carrier partner and company support resources as needed to resolve customer, account, order, technical, or operational issues.
- Performs assigned opening, closing, cash-handling, banking, and other store-operating responsibilities in accordance with company procedures.
- Performs assigned inventory responsibilities, including receiving, counting, auditing, documenting, securing, delivering, and transporting inventory as needed.
- Maintains current knowledge of carrier products, services, promotions, pricing, policies, procedures, customer privacy requirements, and other information necessary to perform the position successfully.
- Reviews required company and carrier communications and participates in required training programs, meetings, calls, and other developmental activities.
- Immediately reports suspected theft, fraud, falsification, privacy violations, security concerns, unsafe conditions, or other suspected misconduct through designated reporting channels.
- Maintains a clean, organized, professional, and safe store environment for customers and employees.
- Builds positive working relationships with customers, co-workers, and management and treats others professionally and respectfully.
- Maintains reliable attendance and availability to work assigned schedules on-site during posted retail business hours, including evenings, weekends, holidays, and extended holiday hours based on business needs.
- Performs other duties, tasks, or projects as assigned by management.
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.
Requirements
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: High school diploma or equivalent preferred. Previous retail, sales, or customer service experience preferred. 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 understand written instructions, policies, procedures, and other job-related information and to communicate clearly and professionally with customers, co-workers, and management. Mathematical Skills: Ability to perform basic calculations related to pricing, discounts, percentages, commissions, payments, and customer transactions. Technology Skills: Ability to learn and effectively use point-of-sale systems, carrier systems, email, mobile devices, web-based applications, inventory systems, and other technology required for the position. 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 This position has no supervisory responsibilities.