Supervisor-Consumer Sales-Retail

TDS•Hobbs, NM

9d•Onsite

About The Position

At TDS Telecom, connecting people is at the heart of everything we do. We are forward thinkers who leverage cutting-edge fiber internet technology to strengthen communities. We are dedicated to excellence, which drives us to succeed together, creating a better world through meaningful connections. Ready to make an impact? The Supervisor-Consumer-Retail is responsible for the day-to-day operations of the TDS Consumer Retail team in the Retail Offices. As a result, they must be fully versed in all contact center specialties of Sales, Service Retention and OOT Construction Triage. Their primary function is to coach and develop their 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 we are aligned with TDS’s Core Behaviors. The position directs, supervises, coaches and evaluates performance of staff members. They are also responsible for day-to-day application of organizational policies and procedures, customer relations and the escalation of customer complaints. The position will utilize Key Performance Metrics (KPMs) to ensure we are exceeding our customer’s expectations and achieving all of our revenue and performance targets. Unlimited Earning Potential: Salary + uncapped commissions. Hit your goals and earn $100,000+ annually! The individual selected for this position will be required to reside within a 45-minute driving distance from the Hobbs, New Mexico Retail store located at: 2827 N Dal Paso St Hobbs, NM or the Carlsbad, New Mexico retail store located at: 1092 N Canal St. Carlsbad, NM.

Requirements

Bachelors 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.
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.
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

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.
Support 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 representative 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