Retail Sales Representative Lead

Astound is a leading provider of internet, WiFi, mobile, and TV services, dedicated to connecting communities and empowering lives through innovative technology.  We also keep businesses connected with dependable fiber infrastructure and internet solutions backed by award-winning service, helping organizations thrive in an increasingly connected world. At the forefront of digital transformation, we continuously evolve our offerings to meet the dynamic needs of our customers—delivering reliable connectivity and groundbreaking digital experiences. 

Our commitment to excellence extends beyond infrastructure. We invest in our people through personalized training, coaching, and a supportive work environment that fosters growth and opportunity. Employees are empowered to represent a superior telecommunications company while making a meaningful impact in the communities we serve. We offer a robust benefits package that includes rewards, recognition programs, and employee discounts—ensuring our team members are supported in both their professional and personal journeys. At Astound, we believe in creating astounding possibilities for everyone, everywhere. 

The Retail Sales Representative Lead is a skilled and effective communicator with the ability to provide peer-to-peer coaching and feedback on sales performance, operational tasks, and customer service disputes. This position addresses escalated customer issues while ensuring high quality and accurate service by assisting and resolving a wide variety of customer requests, inquiries, and complaints. This position also involves peer training, special projects, operational tasks, travel, and other duties as assigned.

Where you will work:

• This is a hybrid position based in the Rocklin, CA location, with the ability to travel into the nearest office and the field as needed

A Day in the Life of the Retail Sales Representative Lead:

• Oversee successful day-to-day operation of Retail and RSR functions.
• Act as retail store back-up for Regional Retail stores, including coverage for lunches, breaks, and vacation.
• Regularly travel to store locations to conduct monthly monetary paperwork, PCI, and inventory audits.
• Support the on-boarding of retail staff.
• Supports the day-to-day tasks of overseeing multi-store employee work and time-off schedules.
• Train, assist, coach, and develop RSR team in partnership with Regional Retail Manager.
• Influence retail employees to focus on high quality service, sales, and retention efforts.
• Promote company objectives and champion World-class customer experience.
• Collaborate on developing and distributing sales and service reporting.
• Review and authorize team batches, adjustments, and corrections to be completed at the local level, in partnership with Retail Management.
• Collaborate with and provide auxiliary support for other retail teams and work groups within the Region.
• Oversee accurate cash handling for multiple retail stores and RSR group; preparing deposits and posting payments.
• Assist with organizing and auditing RSR commissions.
• Seek opportunities with customers to enhance the company’s image; always set a positive example for peers by presenting a neat appearance and showing respect for our customers and their property.
• Provide accurate and efficient feedback to customer issues quickly and efficiently by improving personal technical knowledge and understanding of all services and equipment.
• Maintain sales progress in accordance with assigned goals and document productivity on sales forms/ reports as provided by the company.
• Manage employee schedules to ensure proper store coverage while maximizing employee efficiency.
• Make recommendations for incentive programs that motivate the retail sales team to achieve monthly sales targets; collaborate on sales promotion activities to maximize sales.
• Other duties as assigned.

What You Bring to the Table:

• 2-3 years’ experience at Astound in Retail or other Customer Service related functions
• Phone customer support/service related background

Knowledge, Skills and Abilities:

• Exhibits strong interpersonal skills with the ability to relate to customers, peers, and management.
• Is positive, pleasant, and respectful.
• Bilingual skills a plus.
• Friendly, enthusiastic, and outgoing demeanor.
• Demonstrates a thorough knowledge of cable and data products and services.
• Ability to learn and retain new information and concepts quickly.
• Demonstrates ability to diagnose and solve problems.
• Exhibits the ability to follow direction and possesses the ability to follow through.
• Displays proven good judgment and proactive decision-making skills.
• Must possess the ability to adapt to change.
• Cable Television and/or Telecommunications industry experience preferred.
• Ensuring team maintains a neat appearance, shows respect to internal/external customers, and respect of customer property.
• Flexibility in work schedule, overtime required at time

Education and Certifications:

• High school diploma or equivalent

We're Proud to Offer a Comprehensive Benefits Package Including:

• 401k with employer match
• Insurance options including: medical, dental, vision, life and STD insurance
• Paid Time Off/Vacation: 80 hours per year and increases based on tenure with the organization (**PTO/Vacation is specific to our West region and could vary within other geographical regions.)
• Paid Holidays: 7 days per year
• Paid Sick Leave based on state and local ordinance (**Sick leave is specific to our West region and could vary within other geographical regions.)
• Tuition reimbursement program
• Employee discount program

The base pay range represents the low and high end of the hiring range for this job. Actual pay will vary and may be above or below the range based on various factors including but not limited to relevant skills, experience, and capabilities. The base salary range in California for this position, plus opportunities for bonus, benefits and commission, if applicable, is $19.68 - $27.55 per hour.

 Our Mission Statement:

* Take care of our customers

* Take care of each other

* Do what we say we are going to do

* Have fun

Diverse Workforce / EEO:

Astound is proud to be an Opportunity Employer, and we are dedicated to cultivating an inclusive workplace where employees feel valued, respected, and empowered. Discrimination of any kind has no place here. We are committed to providing equal opportunities for all employees and applicants, regardless of race, color, religion, sex, gender, pregnancy, childbirth and related conditions, national origin, age, physical and mental disability, marital status, sexual orientation, genetic information, military or veteran status, citizenship, or other status or characteristic protected by applicable law. We strive to create a culture that celebrates our differences and promotes fairness and inclusivity in all aspects of our business.

FCO (For San Francisco Candidates Only):

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

CCPA Employee Privacy Policy (For California Candidates Only): https://www.astound.com/wp-content/uploads/2023/09/CCPA-Employee-Privacy-Notice.pdf  

Salary : $20 - $28