Altice USA

Retail Sales Supervisor

1 week ago
Requisition ID
2017-15774
Area of Interest
Sales
Business Unit
Cable Operations
Position Type
Regular Full-Time
US-NJ-Fairlawn

Overview

Altice USA is one of the largest broadband communications and video services providers in the United States. We are a subsidiary of Altice NV, a convergent global leader in telecom, content, media, entertainment and advertising founded in 2001 by entrepreneur Patrick Drahi. We are driven by a philosophy to always challenge ourselves. We question everything so that we can find the best way forward for our customers. And in a world where continuous innovation is the only way forward, we are redefining the vision we have for our customers, enterprises, advertisers ‐ and our people.

 

The Company offers Optimum‐branded digital cable television, high-speed Internet and voice services, as well as Optimum WiFi, the nation’s most robust WiFi network, to residential and business customers across the New York Tri‐State area.

Responsibilities

To oversee multiple Optimum Store locations, including evening, weekend, and holiday coverage. Ensures that sales, productivity, accuracy, quality, and customer engagement goals are met for all offered products/services by mentoring, coaching, and working with employees and customers. Handles escalated customer concerns, maintains composure and resolves difficult situations and follows up to ensure positive resolution.  Ensures consistent application and enforcement of all Store policies, processes, and practices to provide a superior customer service experience.  Optimizes staffing levels to improve service, support business processes, and ensure regulatory compliance.  Assists in the development of a customer service staff that supports multiple products. 

 

OPERATIONAL ACTIVITIES OF THIS POSITION

 

  1. Monitors performance of the Optimum Store staff and provides feedback to ensure maximum customer satisfaction. Reviews and analyzes reports regarding performance (including productivity, accuracy, quality, and sales). Helps identify training needs and workload requirements with available resources.
  2. Responsible for overseeing accurate cash handling, including training for all Optimum Store employees to ensure accuracy and auditing all deposit-related paperwork to ensure presence of secondary reviewer/witness signature.
  3. Ensures the competency and continuity of qualified Optimum Store Customer Relations Coordinators is achieved through effective training, motivation, coaching, development, and performance recognition.
  4. Conducts monitoring in accordance with Company policy to ensure quality service and customer satisfaction.
  5. Handles escalated customer concerns, maintains composure and resolves difficult situations and follows up to ensure positive resolution.
  6. Acts as a role model and mentor to all Optimum Store Customer Relations Coordinators.
  7. Assists in maintenance of employee data and payroll/attendance records.
  8. Communicates and develops relationships with other AlticeUSA entities and departments.
  9. Drawing on advanced knowledge and experience, recommend and implement process improvement initiatives.
  10. Responsible for ensuring timely and accurate openings/closings for the Optimum Store. This includes timely opening with adequate staff coverage, and accurate closing by ensuring all monies and equipment are properly stored and accounted for. Store Supervisors are also responsible for ensuring the proper alarming at the close of each business day, as required.
  11. Assists management with expense control including Overtime, T&E, and other departmental expenditures.
  12. Notifies Manager, AOM, and VP of any cash variances equal or greater than $100. Conducts disciplinary action as necessary.
  13. Participates in and facilitates regularly scheduled department conference calls and meetings.
  14. Participates in special projects and performs other duties as assigned.

Qualifications

 

 Management Skills

  1. Ability to work as a productive member of a team, which includes daily interaction with other departments.
  2. Excellent listening skills and patience.
  3. Excellent analytical problem-solving and conflict resolution skills.
  4. Strong oral and written communication skills
  5. Excellent customer service skills

 

Technical/Functional Competencies

  1. Proficiency in using Windows and Microsoft Office software, including Excel and Word.
  2. Flexibility and adaptability is crucial for working in an Optimum Store Mall environment. Extended staffing during nights, weekends, and holidays may be required.
  3. Certification in Supervisory skills including coaching, mentoring, motivation, recognition, and time management preferred.
  4. Reliable transportation to travel to multiple locations required (within 35 miles.)
  5. Must be able to lift and carry equipment, up to 35 pounds, for longer periods of time.

Key Experiences/Achievements

  1. Associate Degree in Business preferred; minimum of five years related customer service and Sales experience in a customer relations environment.
  2. Ability to work well under pressure while performing multiple tasks.
  3. Ability to work in a fast-paced and ever-changing environment.

 

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