Wireless Retail Associate Manager MEDFORD | Route 112
About the role
We’re a national Wireless Preferred Retailer for the #1 Mobile provider in the country, with 200+ retail stores across the U.S. Since 1993, we’ve been providing superior service and quality wireless products featuring the latest in technology. As a recognized leader in the wireless retail industry, we consistently deliver the solutions and service our customers demand. Arch Telecom’s Retail Associate Managers (RAM) work as part of a Retail Team to bring the brand to life. They live and breathe the brand and Arch Telecom’s Core Values. Our RAMs are brand ambassadors, they create energy and excitement around our products and services. They thrive in a fast-paced fun environment where customer needs are their first focus. They immerse themselves in meaningful connections with our customers by building new and deepening existing relationships. They continuously work to build expertise in uncovering our customers’ needs and have a passion to educate, demonstrate and recommend device and service solutions. This role is a learning role, where you will be expected to work with your team to build required skills as well as assist the Retail Store Manager in all operational duties. Diversity & Inclusion is a foundational principle of Arch Telecom. Embracing a diverse workforce is a significant contributor to our success as an organization. Employees with diverse perspectives, backgrounds, and experiences allow us to better reflect the communities whom we serve and result in a superior customer and employee experience. We embrace the diversity that makes our employees unique, and we welcome everyone to our team. YOU BE YOU!
Responsibilities
- Learn and build proficiency in customer service while providing a best‑in‑class customer experience and building loyalty.
- Help customers pick up where they left off in their shopping journey, whether online, through Customer Care, or in‑store.
- Explore individual needs and provide hands‑on demonstrations of the latest technology.
- Engage in side‑by‑side selling to find personalized solutions beyond basic devices and plans, including accessories and emerging IoT devices.
- Guide customers through their purchasing experience with thoughtful questions, informative answers, and sharing expertise.
- Assist the Retail Store Manager with daily operations and coaching.
- Become proficient in digital tools to demonstrate coverage, plan benefits, and wireless innovations (e.g., LTE network, device/account inspection, troubleshooting).
- Complete training on in‑store experience, new skills, processes, systems, and reference resources.
- Build relationships and partner with employees across channels (business, customer service) to collectively own the customer experience and resolve issues.
- Successfully identify and handoff small business leads.
- Develop strong peer relationships and share accountability for company success.
- Be willing to have fun while delivering first‑class customer experience.