Retail Sales - Sales Support Representative - Kailua-Kona, HI

Purpose:
JOB DUTIES / ESSENTIAL FUNCTIONS:

The Retail Sales Support Representative position with Cingular Wireless will be responsible to assists retail store sales staff by performing sales support functions within the retail store ensuring an excellent customer service and experience. This position will also require the following specific responsibilities and any and all other duties when required:
Store Operations
Assist sales staff in completing sales transactions, including pulling inventory, completing paperwork and performing/completing POS transactions.
Provide timely quality controlled and accurate data entry support for customer transactions utilizing retail systems; perform transactions with accuracy and efficiency and in compliance with company policy and procedures.
On an as-needed basis, process transactions (utilizing the house code) which do not require sales staff interaction, such as accessories, prepaid and gift card sales.
Maintain specified daily deadlines and monthly order commitments.
Generate reports, research transactions, and respond to inquiries as needed.
Perform inventory functions related to orders, receipt, returns, transfers, min./max. levels, cycle counts in Oracle Supply Chain system, etc.
Answer inbound phone calls, take messages and distribute leads to next available sales personnel.
Maintain high level of knowledge of operational policies & procedures and retail systems.
Maintain working knowledge of all advertising, promotions, and equipment. Assist with the cross selling of all additional wireless features and accessories.
Use computer terminal and company operations systems to establish billing features for client and respond to inquiries.


QUALIFICATIONS:

Customer Service
Provide world class customer care to customers on every contact.
Improve store throughput by resolving customer service queries in a timely manner with a high level of customer service.
Thoroughly and efficiently gather customer information, assess and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts, and document the interaction through contact tracking.
Provide quality service and support in a variety of areas including, but not limited to: billing, equipment, roaming, features, voicemail, wireless coverage and system troubleshooting.
Perform the following customer transactions: contract renewals, accessory sales, feature sales, equipment upgrades, and buyer’s remorse equipment return/exchange; assess customer needs and up-sell where appropriate.
Facilitate a warm hand-off to sales staff for tasks such as activating service or adding service to existing accounts; refer customers to other resolution resources outside store when appropriate, such as Warranty Exchange, Manufacturer Support, Accounts Receivable, etc.
Follow documented procedures when making requested changes to account such as adding promotions, adding/removing features, changing calling plans, etc.
Maintain a balance between company policy and customer benefit in decision making.
During downtime, assist as needed with inventory, store housekeeping or other operational activity.
Maximize efficiency and effectiveness by increasing proficiency in the use of all information systems and applications available to service the customer.
Gather customer information for continuous improvement purposes.

Customer Experience
Appropriately greet each customer within 10 feet, 10 seconds of entry, determine customer needs, and set customer expectations appropriately regarding wait time.
Divert customer traffic that cannot be handled by retail store personnel and direct customers to appropriate resources, such as customer care courtesy phone, etc.
Direct customers to in-store self-serve facilities such as demo phone tables, coverage maps, self-serve kiosks, etc.
Manage customer queue to ensure customers are helped timely, in sequence, and that expectations are met.
Maintain literature, product displays and sales floor inventory and perform other duties as needed to maintain a neat, clean store appearance.
Educate applicable customers on Cingular self serve capabilities e.g. e-bill, auto pay, *SERVICEs, and Paystations.

SPECIAL JOB REQUIREMENTS:

A min. of one year of exp. in a sales organization, preferable in retail.
A high school diploma or equivalent required, Associates degree preferred.
Excellent interpersonal, verbal and written communications skills and attention to detail is required, and the ability to speak Spanish is desirable.
Computer proficiency (MS Office), ability to operate wireless equipment, photocopier and facsimile machine is essential.
Ability to multi-task in a fast paced team environment; available to work flexible hours, including days, evenings, weekends, holidays and occasional overtime; and to lift up to 25 pounds.

Note: This position is part of a collective bargaining unit. The wage for this position includes an hourly rate and commission variable pay. The hourly rate of pay starts at $12.11+ and varies based on applicable years of exp. and knowledge.

Cingular Wireless is an Affirmative Action/Equal Opportunity Employer, and we're committed to hiring a diverse and talented workforce. EOE/AA/M/F/D/V.

Classification:
Customer Service
Provide world class customer care to customers on every contact.
Improve store throughput by resolving customer service queries in a timely manner with a high level of customer service.
Thoroughly and efficiently gather customer information, assess and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts, and document the interaction through contact tracking.
Provide quality service and support in a variety of areas including, but not limited to: billing, equipment, roaming, features, voicemail, wireless coverage and system troubleshooting.
Perform the following customer transactions: contract renewals, accessory sales, feature sales, equipment upgrades, and buyer’s remorse equipment return/exchange; assess customer needs and up-sell where appropriate.
Facilitate a warm hand-off to sales staff for tasks such as activating service or adding service to existing accounts; refer customers to other resolution resources outside store when appropriate, such as Warranty Exchange, Manufacturer Support, Accounts Receivable, etc.
Follow documented procedures when making requested changes to account such as adding promotions, adding/removing features, changing calling plans, etc.
Maintain a balance between company policy and customer benefit in decision making.
During downtime, assist as needed with inventory, store housekeeping or other operational activity.
Maximize efficiency and effectiveness by increasing proficiency in the use of all information systems and applications available to service the customer.
Gather customer information for continuous improvement purposes.

Customer Experience
Appropriately greet each customer within 10 feet, 10 seconds of entry, determine customer needs, and set customer expectations appropriately regarding wait time.
Divert customer traffic that cannot be handled by retail store personnel and direct customers to appropriate resources, such as customer care courtesy phone, etc.
Direct customers to in-store self-serve facilities such as demo phone tables, coverage maps, self-serve kiosks, etc.
Manage customer queue to ensure customers are helped timely, in sequence, and that expectations are met.
Maintain literature, product displays and sales floor inventory and perform other duties as needed to maintain a neat, clean store appearance.
Educate applicable customers on Cingular self serve capabilities e.g. e-bill, auto pay, *SERVICEs, and Paystations.

SPECIAL JOB REQUIREMENTS:

A min. of one year of exp. in a sales organization, preferable in retail.
A high school diploma or equivalent required, Associates degree preferred.
Excellent interpersonal, verbal and written communications skills and attention to detail is required, and the ability to speak Spanish is desirable.
Computer proficiency (MS Office), ability to operate wireless equipment, photocopier and facsimile machine is essential.
Ability to multi-task in a fast paced team environment; available to work flexible hours, including days, evenings, weekends, holidays and occasional overtime; and to lift up to 25 pounds.

Note: This position is part of a collective bargaining unit. The wage for this position includes an hourly rate and commission variable pay. The hourly rate of pay starts at $12.11+ and varies based on applicable years of exp. and knowledge.

Cingular Wireless is an Affirmative Action/Equal Opportunity Employer, and we're committed to hiring a diverse and talented workforce. EOE/AA/M/F/D/V.
REQUIREMENTS
Required Qualifications:
Experience Requirements:
Customer Service
Provide world class customer care to customers on every contact.
Improve store throughput by resolving customer service queries in a timely manner with a high level of customer service.
Thoroughly and efficiently gather customer information, assess and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts, and document the interaction through contact tracking.
Provide quality service and support in a variety of areas including, but not limited to: billing, equipment, roaming, features, voicemail, wireless coverage and system troubleshooting.
Perform the following customer transactions: contract renewals, accessory sales, feature sales, equipment upgrades, and buyer’s remorse equipment return/exchange; assess customer needs and up-sell where appropriate.
Facilitate a warm hand-off to sales staff for tasks such as activating service or adding service to existing accounts; refer customers to other resolution resources outside store when appropriate, such as Warranty Exchange, Manufacturer Support, Accounts Receivable, etc.
Follow documented procedures when making requested changes to account such as adding promotions, adding/removing features, changing calling plans, etc.
Maintain a balance between company policy and customer benefit in decision making.
During downtime, assist as needed with inventory, store housekeeping or other operational activity.
Maximize efficiency and effectiveness by increasing proficiency in the use of all information systems and applications available to service the customer.
Gather customer information for continuous improvement purposes.

Customer Experience
Appropriately greet each customer within 10 feet, 10 seconds of entry, determine customer needs, and set customer expectations appropriately regarding wait time.
Divert customer traffic that cannot be handled by retail store personnel and direct customers to appropriate resources, such as customer care courtesy phone, etc.
Direct customers to in-store self-serve facilities such as demo phone tables, coverage maps, self-serve kiosks, etc.
Manage customer queue to ensure customers are helped timely, in sequence, and that expectations are met.
Maintain literature, product displays and sales floor inventory and perform other duties as needed to maintain a neat, clean store appearance.
Educate applicable customers on Cingular self serve capabilities e.g. e-bill, auto pay, *SERVICEs, and Paystations.

SPECIAL JOB REQUIREMENTS:

A min. of one year of exp. in a sales organization, preferable in retail.
A high school diploma or equivalent required, Associates degree preferred.
Excellent interpersonal, verbal and written communications skills and attention to detail is required, and the ability to speak Spanish is desirable.
Computer proficiency (MS Office), ability to operate wireless equipment, photocopier and facsimile machine is essential.
Ability to multi-task in a fast paced team environment; available to work flexible hours, including days, evenings, weekends, holidays and occasional overtime; and to lift up to 25 pounds.

Note: This position is part of a collective bargaining unit. The wage for this position includes an hourly rate and commission variable pay. The hourly rate of pay starts at $12.11+ and varies based on applicable years of exp. and knowledge.

Cingular Wireless is an Affirmative Action/Equal Opportunity Employer, and we're committed to hiring a diverse and talented workforce. EOE/AA/M/F/D/V.

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