Jobs for People with MS: National MS Society

DESCRIPTION

The Assistant Manager, Tech Support must be a goal-driven individual, expected to create and promote an extraordinary experience and a “consumer first” environment in the retail store for one of the world’s most recognized and exciting brands. The Assistant Manager will have specific responsibilities in associate management in the retail space, to include hiring, development, coaching, scheduling, and discipline of associates to ensure an outstanding consumer experience, cost efficiency, and quality operations. Maintain inventories at adequate levels, and maintain theappearance of the space. Complete accounting and necessary reports associated with daily activities in the space, including physical inventories.

Assistant Manger, Tech Support

• Responsible for managing the technical support team, support & repair journeys and associated performance targets

• Deliver ‘Radically Helpful’ customer solutions for the brand ecosystems

Annual Salary Range: $72,000-$80,000

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RESPONSIBILITIES

• Be the expert on ‘Radically Helpful’ customer service and brand ecosystems.

• Oversee technician repair process, repair trends, and ticket creation

• Create an inclusive, collaborative and engaging environment.

• Support the Store Manager in daily operations and store management

• Manage execution of opening and closing procedures including visual merchandising, inventory management, daily coverage plans and system reconciliation.

• Guide all employees within the store, settask prioritization, resolve issues and customer escalations.

• Build and coach teams, focusing on techniques which promote customer solutions, loyalty and measurable results.

• Responsible for inventory management and brand visual excellence.

• Responsible for routine or standard technical problems and responds to standard requests from customers

Supervise personnel:

• Meet and exceed assigned goals for: consumer experience and reputation,sales and service, revenue and productivity

• Consistently demonstrate excellent interpersonal, leadership, and coaching skills

• Create a work environment where motivated people can excel, exceeding daily ownership goals

• Oversee floor experience - act as Floor Leader to ensure consumers receive a world-class experience

• Own consumer coordination and welcome process

• Support team and assist with consumer interactions and transactions

• Coach and counsel personnel on opportunities with key sales and reputation metrics, recognize positive performance against key metrics and hold associates accountable for poor performance

• Perform role playswith associates on a regular basis to demonstrate world class service

• Facilitate weekly personnel training/educational sessions to stay up-to-date on store products and competitive technology

• Resolve or escalate appropriately any service issues

Management and Development:

• Interview, hire and make necessary discipline decisions including terminations, for personnel Inspire and engage associates by motivating team to succeed

• Promotepassion, pride and commitment

• Lead by example and serve as a resource for product knowledge

• Develop associates for growth and promotion by delegating appropriate responsibilities and inspecting completion

• Improve associate engagement through appropriate behaviors and actions

• Observe and coach associates to QUALIFICATIONS

• 3+ years’ experience in Retail Management in high touch customer facing environments

• Management experience in high touch technical customer solution environment

• Proven ability to communicate complex technical processes

• Proven ability to problem solve quickly & manage multiple operational workstreams

• Effective communication, presentation and interpersonal skills

• Strong organizational skills with attention to detail

• Experience working withany of the larger consumer electronics stores technology. Demonstrates passion for leading edge technology and product solutions.

• Possess strong written and verbal communication, and working knowledge of G-Suite

• Have a strong working knowledge of human resources policies and standard operating procedures

• Experience conducting coaching, counseling and performance, positive reinforcement.

• Bilingual Spanish /any other language is a plus but not required.

• Ability to communicate in writing, through email, reports, or orally, product service matters to audiences of less technical experience and understanding

• Ability to assess customers’ support needs when they arrive & provide solutions

• Excellent sales skills and demonstrated ability to meet or exceed performance standards

• Ability to motivate and leaddirect reports

• Ability to work flexible hours, including evenings, weekends and holidays

• Work with associates to elevate skills and performance, providing coaching on opportunities for improvement

• Maintain knowledge of all brand products - complete training and support associates with required training on current and upcoming products. Along with competitive pay, we offer a comprehensive benefits program. Benefits are subject to change and may be subject to specific elections, plan, or program terms. This role may be eligible for the following:

• Medical, Dental, Vision, and Telehealth

• Basic Life Insurance and AD&D

• 401(k) Plan withCompany Match

• Legal Insurance

• Company Paid Employee Assistance Program (EAP)

• Employee Discount Program

• Tuition Reimbursement (Degree and Professional Certification Programs)

• Bonus Opportunities + Technology Reimbursement

• Access to Use Approved AI Tools

• Excellent Recognition Programs

• Committed to Development with Dedicating a Day for this Purpose Quarterly and Providing Programs for Leadership Development and Management Essentials

• Actively Promotes from Within

• Represent a Company Dedicated to a Sustainable Future ABOUT US Acosta and Mosaic are the sales and marketing powerhouses behind the most recognized and proven brands with top retailers in the United States and Canada. We offer flexible services that maximize efficiency. Acosta has the talent and technology to build data-, reach- and relationship-driven strategies to execute those strategies, and the tools to monitor, track and optimize metrics-based results for customers and retailers. Acosta and its subsidiaries, in good faith, believes that this posted range of compensation is the accurate range for this role at the time of this posting. Acosta may ultimately pay more or less than the posted range depending on candidate qualifications and locations. This range may be modified in the future. Acosta et Mosaic sont les moteurs des ventes et du marketing derrière les marques les plus reconnues et éprouvées avec les meilleurs détaillants aux États-Unis et au Canada. Nous offrons des services flexibles qui maximisent l'efficacité. Acosta possède le talent et la technologie pour élaborer des stratégies axées sur les données, la portée et les relations pour exécuter ces stratégies, ainsi que les outils pour surveiller, suivre et optimiser les résultats basés sur des mesures pour les clients et les détaillants. Acosta, and its subsidiaries, is an Equal Opportunity Employer Job Category: Administration Position Type: Full time Business Unit: Marketing Salary Range: $52,200.00 - $65,200.00 Company: Mosaic Sales Solutions US Operating Co, LLC Req ID: 1393