Keyholder, Retail Associate

POSITION SUMMARY :

The successful candidate is responsible for the day to day operation of their location Customer Center or Storefront while acting as an employee and customer ambassador.

The incumbent will successfully engage their teams to promote and sell products and services offered by Cogeco while working from the Cogeco Storefront supporting the contact center as well as in person inquiries within the Storefront.

The main responsibility of this hybrid role is to bring current and potential customers to select Cogeco as their sole supplier of TV, Internet and Home Phone services.

This role places a major focus on providing efficient and friendly service to customers over the phone and face to face at the storefront.

The duties include but are not limited to : actively promoting Cogeco products and services at every opportunity, scheduling, equipment management, supporting the Retail Manager with employee performance appraisals, hiring & onboarding, and participation in team meetings that support the growth and change management strategy of the channel.

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 experience

WORK EXPERIENCE

Minimum 1-3 years sales and customer service related experience

Minimum 6 months Retail Experience

SPECIFIC 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 the phone and at the storefront

Self motivated with the ability to take initiative and resolve problems independently. Monitors own quality of work.

Ability to work independently and within a team environment

Open to change with a learning attitude

Basic accounting knowledge is an asset.

Must have previous experience working within a Windows environment

Demonstrate the ability to multitask

Flexibility required with respect to hours of work as the incumbent may be required to work rotating schedules which include and are not limited to days / evenings / weekends / general holidays.

Hours may be subject to change as business needs evolve.

General understanding of cable, Internet and telecom is an asset.

PHYSICAL DEMANDS AND VISUAL ACUITY

Considerable amount of time standing and occasional lifting (at least 20 lbs) is required at the storefront.

At Cogeco, diversity is an essential asset to our organization’s performance. We are committed to providing equal opportunities to all qualified individuals, regardless of cultural and individual differences.

We strive to build teams which reflects the diverse profiles and backgrounds of both the customers and communities we serve, firmly believing that this distinguishes Cogeco from competitors and contributes to our signature of excellence.

Location : Windsor, ON

Windsor, ON