Supervisor-Consumer Sales-Retail

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.
• Supports 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.
• 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

Qualifications

• 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.
• 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.
• 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.
• Able 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.

Benefits

• Medical Coverage
• Dental Coverage
• Vision Coverage
• Life Insurance
• 401(k) Plan
• Generous Vacation & Paid Sick Leave
• Seven Paid National Holidays & One Floating Holiday
• Paid Parental Leave (6 weeks after 12 months of employment)
• Adoption & Surrogacy Assistance
• Employee Assistance & Wellness Programs
• TDS Service Discounts
• Education Assistance
• Paid Volunteer Time
• Associate Resource Groups