Sales & Service Associate Training Supervisor job - NewWave Communications - Clinton, IN

PURPOSE OF POSITION:
This position will training and monitor front counter SSA to improve the sales made by SSA’s.

ESSENTIAL FUNCTIONS:
On-site monitoring of SSA behaviors with customers and provide immediate feedback

Ensure SSA ask for the upgrade every time and comfortable doing it

Conduct on-site role play with SSA’s to improve customer interaction

Grades SSA on customer interaction

Reinforces company policies with SSA’s

Monitors SSA IVR calls and coaches for desirable behavior as needed

Works with Customer Service Managers providing feedback for SSA performance

Evaluates sales tactics and ensures compliance

Assist with Field Tech Sales training and role play

Travels to all front counters quarterly to ensure continuous improvement

Extensive interaction with SAA’s to improve sales results and the customer experience and ensures compliance with asking for the upgrade

In cooperation with marketing, develops training materials to support SSAs and a quality customer experience. Distributes materials.

Works with the front counters and call centers as requested to support a sales and customer focused culture. This includes training and coaching as directed by local CSM and Senior management

QUALIFICATIONS:
High School or GED required

At least 2 years of ICOMS experience, preferably 5 year

2 years minimum Microsoft Office experience, preferably 3

Minimum 8 years of sales experience, preferably 10+

Minimum 2 years of training experience, 5+ years preferably

3 years minimum of management experience

WORKING CONDITIONS & SAFETY – Physical Demands:
1-33% – Crawling & Crouching

34-66% – Bending, Climbing, Driving, Stairs

67-100% – Hearing, Walking, Reaching, Seeing, Sitting, Standing, Stooping, Twisting, Walking