In-Home Coach ICP

Position Overview

The DES Coach supervises and coordinates the daily activities of the Delivery Expert Setup Operation. The main responsibility of a Coach is to motivate, develop, and guide a team of remote Technicians across the U.S. to ensure their ability to provide outstanding customer service, offer our connected home product consistently, and follow through tasks effectively.

Essential Job Skills/Duties

• Managing and instructing the daily activities team including using all available instruments to ensure effective supervision, planning, and managing functions
• Developing experts while driving sales, operational and customer service metrics by motivating experts, holding them accountable for their performance, and providing consistent and targeted feedback
• Demonstrating an understanding of sales behaviors and resources and customer service best practices while educating their teams on Asurion products to ensure we Serve, Solve, and Sell with every interaction
• Using data to develop action plans for the team to drive sales and operational performance consistent with Asurion’s Core Values
• Resolving client and internal complaints and questions
• Communicating solutions, effectiveness, best practices, and opportunities within the organization
• Adhering to internal standards, policies and procedures
• Performing other duties as assigned

Skills

• Technical skills: Excellent interpersonal skills—ability to develop effective relationships with internal and external professionals both virtually and face-to-face
• Excellent team developing skills
• Experience Supporting And Delivering On Sales Requirements
• Able to plan well and prioritize multiple projects simultaneously
• Maintain character under tight pressure in an adaptable environment
• Excellent critical thinking skills to collect appropriate data and make good decisions quickly
• Excellent written and verbal communication skills
• Soft/Leadership skills: Active listener; strong communication - verbal and nonverbal
• Good analysis; solves basic problems
• Manages time; takes direction from leader
• Buils relationships with teammates
• Basic understanding of the products and services offered
• Adaptable to change; manages change in work priorities
• Pursues relationships to advance work
• Provides peer to peer feedback
• Inspires peers through engagement and team support
• Reliable transportation required in order to report daily to Forward Stocking Location

Education and Experience

• Required Education And Experience: Bachelor’s degree or associate degree from an accredited institution or equivalent work experience
• 1+ year(s) of supervisory experience with an excellent aptitude for motivating and coaching employees

Supervisory Responsibilities

5-15 employees

Physical Demands

• Stationary Position - Frequently
• Pushing/Pulling/Reaching - Seldom
• Kneeling - Seldom
• Grabbing - Seldom
• Bending - Seldom
• Lifting/carrying over - Less than 5 LBS
• Vision - 20/20 Corrected Vision
• Hearing - Receive detailed information if spoken to

Working Conditions

• Exposure to fumes or airborne particles - Choose an item
• Exposure to toxic or caustic chemicals - Choose an item
• Frequency of working in outdoor weather conditions - Choose an item
• Work with Electricity - Choose an item
• Work with explosives - Choose an item
• Work on or near a source of radiation - Choose an item
• Loud noise conditions (above 87dB) - Choose an item
• Other Environmental Factors including weather conditions - Choose an item