Samsung Galaxy Consultant Lead

Overview:
**Do you have a passion for Tech?**

Samsung and OSL have teamed up to operate the Samsung Experience Stores across Canada. Samsung is a global leader in technology, opening new possibilities for people everywhere.

**Who are we?**

OSL is a dynamic, inclusive people-first company providing outsourced sales solutions for some of North America’s biggest Fortune 500 companies. We believe in great people doing greater things, every day. We are also the proud winner of Canada’s Best Managed Companies two years in a row.

We’re looking for passionate, driven people who are excited about working for a premium brand such as Samsung. You’ll have the opportunity to become a world-leading expert in a cutting-edge industry. How cool is that?

**Here’s where you come in**

Reporting to the Sales Manager, the Galaxy Consultant Lead works with a team of tech gurus to deliver an amazing level of customer service. You are a strong ambassador of the Samsung brand. You’re passionate and want to sharpen your skills to grow along with us in a fast, fun, high-energy work environment. Good thing you’re also an outgoing personality who plays well with others we’re all about family.

**A day in the life of a Galaxy Consultant Lead**:

- Successfully lead, mentor, and develop the Galaxy Consultant team to achieve and exceed service objectives.
- Responsible for driving overachievement on service KPIs.
- Drive the execution of overall strategy by meeting and planning for Galaxy Consultant tasks and duties.
- Track service KPIs and improve and evolve the efficiency of the operational processes related to service delivery.
- Support Galaxy Consultants with daily touchpoints to oversee execution responsibilities.
- Liaise with Samsung’s Service Leadership Team to obtain feedback and implement new initiatives and changes.
- Scheduling responsibility of the Galaxy Consultant team to ensure maximum service levels based on latest traffic patterns.
- Involved in the interview process of new Galaxy Consultant applicants.
- Leading Bi-Weekly coaching and feedback meetings with the Galaxy Consultants on an individual basis.
- Dashboard management, monitoring key customer feedback and NPS scores.
- Responsible for the administration and follow-up of service-related processes; from RQ ticketing systems to GSPN.
- Follow-up on pending part-orders working in partnership with FutureTel to ensure timely communication to customers.
- Review and ensure that the WaitWhile service queue appointments are conducted as scheduled and in a timely manner.
- Demonstrate excellence in customer service and build relationships by educating consumers on how to use Samsung products effectively.
- Assisting Galaxy Consultants in completing customer outbound calls as required to ensure they are knowledgeable on repair processes.
- Train all staff on all areas surrounding repairs, warranties.
- Maintain productivity standards with regards to quality service, first time resolution and customer satisfaction.
- Act as an advisor and build and maintain relationships with customers.

**Good thing you have what it takes**:

- Minimum 5 years of retail experience.
- Minimum 2 years of customer service experience.
- Minimum 2 years retail leadership experience.
- Maintains knowledge on new technology and recent trends; tech-savvy with strong ability to diagnose and repair electronics products.
- Will embody the Samsung brand in every interaction with customers and genuinely care about their individual needs.
- Must have high level of interpersonal, communication and presentation skills to work with others, motivate employees and conduct training as required.
- Possesses strong coaching and leadership abilities developed in a retail organization; within the wireless or electronics sector is considered an asset.
- Detail-oriented and results-focused individual with a proven ability to manage multiple priorities with a sense of urgency.
- Effective decision-maker and problem-solver with strong customer service orientation
- Ability to offer excellent service while achieving operational standards.
- Flexible to work beyond traditional business hours, holidays, evenings and weekend periods, based on retail business needs as they arise.

**What’s in it for You?**
- Pay is $24/hour + Exciting incentive programs.
- Comprehensive health and dental plans.
- Discounts on the newest wireless technology.
- Great employee referral program.
- Ongoing continuous training (online and in classroom) to support your personal and professional development.
- Local, regional, and national career growth opportunities.

Disclaimer: The preceding job description has been designed to indicate the general nature and level of work performed by employees within this job. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

OSL is committed to an inclusive wo