Senior AIO Advocate

With general supervision, our Sr. AIO Advocate helps to oversee the delivery of consistently outstanding customer service experiences based upon AIO’s competitive advantages within the wireless mobile industry: simplicity, convenience, and exceptional service during and following every sale. The Sr. AIO Advocate’s passion for the benefits of the AIO brand is expressed in many ways: ensuring products and services are easy to see, understand and to buy; demonstrating a sincere interest in every customer’s unique needs by asking open-ended questions; offering relevant product and service recommendations, providing a clean, organized environment in which to shop; and providing every customer with the confidence needed to close the sales; and finally, developing other Advisor’s capability in all of these areas. This role functions in a supervisory capacity in the Store Manager’s absence. Sr. Advisor will interact with a supervisor as frequently or infrequently as needed by either during each work period. Many non-routine activities may be undertaken without the Store Manager’s prior approval.

UNIQUE ESSENTIAL JOB DUTIES AND RESPONSIBILITIES

• Provide the Store Manager with hiring recommendations although principal hiring responsibility is the Store Manager’s.
• Actively develop the capability of others on the store team through timely, behavior-based coaching and training.
• Serve as a skilled “go to” person with customer service questions and issues that require escalation.
• Open and close the store as needed during the Store Manager’s absence.
• Provide the Store Manager with consultative support on performance issues, which may include helping to prepare or deliver performance improvement discussions.
• Assist with the preparation of weekly work schedules, subject to Store Manager oversight and final approval.
• Assist with the administrative functions related to scheduling, including responding effectively to absenteeism.

CORE ESSENTIAL JOB DUTIES AND RESPONSIBILITIES

• Greet customers when they arrive and reengage them on the sales floor as often as needed to ensure they feel uniquely welcome and valued.
• Identify customer needs by asking probing questions, making product suggestions, answering questions/objections, and then asking for sales.
• Prioritize customers over tasks and demonstrate that commitment by circulating throughout the store, outside of the cash wrap area, to assist them.
• Answer phone calls promptly, courteously and professionally.
• Champion AIO’s competitive advantages—simplicity, convenience, and post-sales support—to every customer.
• Ensure customers have the wireless plan that works best for the way they plan will use it.
• Respond to customer concerns quickly, effectively and courteously. Request management support as needed to ensure that every customer returns and recommends AIO to others.
• Demonstrate appreciation for customers by thanking them for their visits and their business.
• Show professionalism and enthusiasm by working well with others — deliver great team results.
• Provide a convenient, organized shopping experience by organizing merchandise and service information according to AIO standards.
• Create visual excitement and customer interest by keeping merchandise areas fully stocked and by ensuring that all products are represented on the sales floor.
• Prevent customer dissatisfaction by ensuring that merchandise prices and service information collaborate are current and accurate.
• Comply with all selling, exchange and refund policies, including check and credit card acceptance procedures.
• Recognize potential theft/loss situations and provide personal customer service to deter theft.
• Assist in checking shipments for discrepancies/shortages.
• Dust and clean shelves, counters, fixtures, merchandise, and store equipment.
• Organize backroom products and store supplies.
• Pick up and discard paper, packing material, and any other debris.
• Demonstrate the behaviors expected of all AIO associates, including a strong bias for action and a drive for results; high levels of maturity and professionalism; a consistently high service orientation; and commitments to diversity, a respectful workplace, and integrity.
• Manage relationships in a manner acceptable to others and to the organization.

BASIC AND PREFERRED QUALIFICATIONS (EDUCATION and/or EXPERIENCE)

• High school diploma or GED required; at least one year of successful accredited college study preferred
• Must be at least 18 years old; must present age-related verification and other employment eligibility documents as required
• At least two years of regular (non self-employment) work experience required, with at least 1 year of retail supervisory experience required.
• Ability to work non-traditional business hours to support when customers need help most frequently.
• Ability to bend, stoop, reach with arms / hands and lift merchandise weighing up to 50 lbs. from ground level to minimum height of 4 feet; ability to move throughout the store unassisted to provide customer service or perform tasks in any part of the store for up to 8 hours.