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Keyholder, Retail Associate
4 weeks ago
Notre culture vous élève - il n'y a pas d'ego sur le chemin. Notre objectif commun? Nous voulons tous gagner pour nos clients. Nous visons à être toujours évolutifs, dynamiques et ambitieux. Nous croyons au pouvoir des connexions authentiques. Chaque employé fait partie de ce qui nous rend uniques sur le marché: agiles et dévoués.
Time Type:
Régulier temporaire (Durée déterminée)
Job Description:
:
OVERALL KEY RESPONSIBILITIES
1- Provides engaging day to day supervision and support of the local retail team with servant leadership mindset.
2- Supports the frontline Retail team through daily guidance, coaching, and training leveraging a variety of methods including one on one coaching, team huddles, gamification, and incentives.
3- Supports the store’s overall staffing levels through participation in recruitment & onboarding activities, preparation/management of employee schedules, and acts on call for staffing shortages.
4- Maintains daily, weekly, monthly, quarterly team performance updates to support channel leadership in overall performance management including performance appraisals.
5- Delivers an exceptional customer experience through face to face customer interaction within the storefront environment exhibiting empathy, proactiveness and sincerity when responding to customers’ questions or challenges.
6- Highlights the features and benefits of all Cogeco services through product demonstrations with confidence and enthusiasm to entice customers to select Cogeco as their sole provider of Cable TV, Internet and phone services.
7- Resolves billing inquiries and service discrepancies. Credits and debits customer accounts. Initiates customer refunds for all systems and submits to the Manager for approval.
8- Makes all required efforts to retain customers that express their intent to cancel their subscription or downgrade their level of services.
9- Acts as on site prime to support and resolve in store customer escalations.
10- Acts as a customer concierge through daily lease line and floor traffic slow support & on call support during staffing shortages
11- Responsible for asset management including returns, exchanges, distribution, ensuring the right balance of on hand equipment through the ordering/warehouse return and location audits of all Cogeco equipment for their respective location.
12- Supports the overall channel merchandising strategy through successful implementation (set up/tear down) of key merchandising tactics on time and with a high degree of accuracy.
13- Provides Overall team support of Retail policies, procedures and peer to peer engagement in all new initiatives.
14- Participates in departmental meetings, conduct regular team huddles & joint channel collaboration sessions
15- Supports leadership change management through positive communication and behaviour.
16- Liaisons with Assistant Manager & Manager for cross-channel collaboration
17- Accountable to ensure all procedures, safety ,security and fraud protocols are adhered by all staff and customers within the storefront.
18- Executes all Retail Associate KPI’s with a high degree of accuracy
19- Assists with other departmental requests as required and performs special projects as assigned.
20- Ability to work independently and the desire to go above and beyond while contributing to your team’s overall success
21- To support Cogeco’s ultimate goal of providing excellent service to current and potential customers, the incumbent must be constantly attentive and responsive to both external and internal customers’ needs and assist in the resolution of any issues or concerns in a timely and professional manner while ensuring that the solution meets the customer’s needs.
22- As part of their work, employees must take all necessary measures to ensure their own health and safety, and that of their co-workers and the public in general. They must use available personal protective equipment at all times, and comply with all Health & Safety instructions, guidelines, policies and procedures issued by the Company.
ESSENTIAL QUALIFICATIONS
- ACADEMIC TRAINING- High school diploma required-
- College Diploma or combination of equivalent education and experienceWORK EXPERIENCE- Minimum 1-3 years sales and customer service related experience-
- Minimum 6 months Retail ExperienceSPECIFIC COMPETENCIES- Proven ability to easily build genuine connections with our Customers-
- Strong communication skills (written and verbal). Bilingualism (E/F) is an asset.-
- Demonstrates professional interpersonal skills with a winning customer service attitude and etiquette.-
- As an ambassador of Cogeco, demonstrates a high level of professionalism (i.e. demeanor, presentation) and a winning customer service attitude.-
- Highly organized and detail oriented with the ability to identify, analyze, resolve and/or escalate customer inquiries or issues.-
- Ability to represent our brand image in a professional manner over th
