What are the responsibilities and job description for the In Home Coach position at Asurion?
"POSITION OVERVIEW:
The DES Coach supervises and coordinates the daily activities of the Delivery Expert Setup Operation. The main responsibility of a Coach is to motivate, develop, and guide a team of remote Technicians across the U.S. to ensure their ability to provide outstanding customer service, offer our connected home product consistently, and follow through tasks effectively. Experts may be managed directly in market or remote with their Coach acting as their primary point of contact.
ESSENTIAL JOB SKILLS/DUTIES:
Managing and instructing the daily activities team including using all available instruments to ensure effective supervision, planning, and managing functions
Developing experts while driving sales, operational and customer service metrics by motivating experts, holding them accountable for their performance, and providing consistent and targeted feedback
Demonstrating an understanding of sales behaviors and resources and customer service best practices while educating their teams on Asurion products to ensure we Serve, Solve, and Sell with every interaction
Using data to develop action plans for the team to drive sales and operational performance consistent with Asurion’s Core Values
Resolving client and internal complaints and questions
Communicating solutions, effectiveness, best practices, and opportunities within the organization
Adheres to internal standards, policies and procedures
Performs other duties as assigned
SKILLS:
Technical skills:
Excellent interpersonal skills—ability to develop effective relationships with internal and external professionals both virtually and face-to-face
Excellent team developing skills
Experience Supporting And Delivering On Sales Requirements
Ability to plan well and prioritize multiple projects simultaneously
Maintain character under tight pressure in an adaptable environment
Excellent critical thinking skills to collect appropriate data and make good decisions quickly
Excellent written and verbal communication skills
Soft/Leadership skills:
Active listener; strong communication - verbal and nonverbal
Good analysis; solves basic problems
Manages time; takes direction from leader
Builds relationships with teammates
Basic understanding of the products and services offered
Adaptable to change; manages change in work priorities
Contributing team member and pursues relationships to advance work
Provides peer to peer feedback
Inspires peers through engagement and team support
Reliable transportation required in order to report daily to Forward Stocking Location
EDUCATION AND EXPERIENCE:
Required Education And Experience
Bachelor’s degree or associate degree from an accredited institution or equivalent work experience
1 year(s) of supervisory experience with an excellent aptitude for motivating and coaching employees
Preferred Education And Experience
Technical experience in assembling and/or dissembling electronic devices preferred
LICENSES / CERTIFICATIONS:
Required Licenses/Certifications
None
Preferred Licenses/Certifications
Technical certifications preferred
SUPERVISORY RESPONSIBILITIES:
5-15 employees
TRAVEL REQUIREMENTS:
Travels: Yes
Percent of time: 30%
Overnight required: Yes
PHYSICAL DEMANDS:
If one-third of the time – “seldom” or “occasionally” If one-third to two-thirds of the time or more occasionally to frequently” If more than two-thirds of the time – “constantly”]
Stationary Position - Frequently
Pushing/Pulling/Reaching - Seldom
Climb - Seldom
Kneel - Seldom
Grab - Seldom
Bend - Seldom
Lift/carry over - Less than 5 LBS
Vision - 20/20 Corrected Vision
Hearing - Receive detailed information if spoken to
WORKING CONDITIONS:
Wet or Humid - Choose an item.
Working near or on moving mechanical parts - Choose an item.
Working near or on heavy machinery - Choose an item.
Working in high places - Choose an item.
Exposed to fumes or airborne particles - Choose an item.
Exposed to toxic or caustic chemicals - Choose an item.
Frequency of working in outdoor weather conditions - Choose an item.
Work with Electricity - Choose an item.
Work with explosives - Choose an item.
Work on or near a source of radiation - Choose an item.
Loud noise conditions (above 87dB)- Choose an item.
Other Environmental Factors including weather conditions______________________
NOTE: THIS JOB DESCRIPTION IS NOT DESIGNED TO COVER OR CONTAIN A COMPREHENSIVE LISTING OF ACTIVITIES, DUTIES OR RESPONSIBILITIES THAT ARE REQUIRED OF THE EMPLOYEE. DUTIES, RESPONSIBILITIES, WORKING CONDITIONS, PHYSICAL DEMANDS, AND ACTIVITIES MY CHANGE OR NEW ONES MAY BE ASSIGNED AT ANY TIME WITH OR WITHOUT NOTICE.
ASURION PROVIDES EQUAL EMPLOYMENT OPPORTUNITIES TO ALL EMPLOYEES AND APPLICANTS FOR EMPLOYMENT AND PROHIBITS DISCRIMINATION AND HARASSMENT OF ANY TYPE WITHOUT REGARD TO RACE, COLOR, RELIGION, AGE, SEX, NATIONAL ORIGIN, DISABILITY STATUS, GENETICS, PROTECTED VETERAN STATUS, SEXUAL ORIENTATION, GENDER IDENTITY OR EXPRESSION, OR ANY OTHER CHARACTERISTIC PROTECTED BY FEDERAL, STATE OR LOCAL LAWS.
THIS POLICY APPLIES TO ALL TERMS AND CONDITIONS OF EMPLOYMENT, INCLUDING RECRUITING, HIRING, PLACEMENT, PROMOTION, TERMINATION, LAYOFF, RECALL, TRANSFER, LEAVES OF ABSENCE, COMPENSATION AND TRAINING. "
The DES Coach supervises and coordinates the daily activities of the Delivery Expert Setup Operation. The main responsibility of a Coach is to motivate, develop, and guide a team of remote Technicians across the U.S. to ensure their ability to provide outstanding customer service, offer our connected home product consistently, and follow through tasks effectively. Experts may be managed directly in market or remote with their Coach acting as their primary point of contact.
ESSENTIAL JOB SKILLS/DUTIES:
Managing and instructing the daily activities team including using all available instruments to ensure effective supervision, planning, and managing functions
Developing experts while driving sales, operational and customer service metrics by motivating experts, holding them accountable for their performance, and providing consistent and targeted feedback
Demonstrating an understanding of sales behaviors and resources and customer service best practices while educating their teams on Asurion products to ensure we Serve, Solve, and Sell with every interaction
Using data to develop action plans for the team to drive sales and operational performance consistent with Asurion’s Core Values
Resolving client and internal complaints and questions
Communicating solutions, effectiveness, best practices, and opportunities within the organization
Adheres to internal standards, policies and procedures
Performs other duties as assigned
SKILLS:
Technical skills:
Excellent interpersonal skills—ability to develop effective relationships with internal and external professionals both virtually and face-to-face
Excellent team developing skills
Experience Supporting And Delivering On Sales Requirements
Ability to plan well and prioritize multiple projects simultaneously
Maintain character under tight pressure in an adaptable environment
Excellent critical thinking skills to collect appropriate data and make good decisions quickly
Excellent written and verbal communication skills
Soft/Leadership skills:
Active listener; strong communication - verbal and nonverbal
Good analysis; solves basic problems
Manages time; takes direction from leader
Builds relationships with teammates
Basic understanding of the products and services offered
Adaptable to change; manages change in work priorities
Contributing team member and pursues relationships to advance work
Provides peer to peer feedback
Inspires peers through engagement and team support
Reliable transportation required in order to report daily to Forward Stocking Location
EDUCATION AND EXPERIENCE:
Required Education And Experience
Bachelor’s degree or associate degree from an accredited institution or equivalent work experience
1 year(s) of supervisory experience with an excellent aptitude for motivating and coaching employees
Preferred Education And Experience
Technical experience in assembling and/or dissembling electronic devices preferred
LICENSES / CERTIFICATIONS:
Required Licenses/Certifications
None
Preferred Licenses/Certifications
Technical certifications preferred
SUPERVISORY RESPONSIBILITIES:
5-15 employees
TRAVEL REQUIREMENTS:
Travels: Yes
Percent of time: 30%
Overnight required: Yes
PHYSICAL DEMANDS:
If one-third of the time – “seldom” or “occasionally” If one-third to two-thirds of the time or more occasionally to frequently” If more than two-thirds of the time – “constantly”]
Stationary Position - Frequently
Pushing/Pulling/Reaching - Seldom
Climb - Seldom
Kneel - Seldom
Grab - Seldom
Bend - Seldom
Lift/carry over - Less than 5 LBS
Vision - 20/20 Corrected Vision
Hearing - Receive detailed information if spoken to
WORKING CONDITIONS:
Wet or Humid - Choose an item.
Working near or on moving mechanical parts - Choose an item.
Working near or on heavy machinery - Choose an item.
Working in high places - Choose an item.
Exposed to fumes or airborne particles - Choose an item.
Exposed to toxic or caustic chemicals - Choose an item.
Frequency of working in outdoor weather conditions - Choose an item.
Work with Electricity - Choose an item.
Work with explosives - Choose an item.
Work on or near a source of radiation - Choose an item.
Loud noise conditions (above 87dB)- Choose an item.
Other Environmental Factors including weather conditions______________________
NOTE: THIS JOB DESCRIPTION IS NOT DESIGNED TO COVER OR CONTAIN A COMPREHENSIVE LISTING OF ACTIVITIES, DUTIES OR RESPONSIBILITIES THAT ARE REQUIRED OF THE EMPLOYEE. DUTIES, RESPONSIBILITIES, WORKING CONDITIONS, PHYSICAL DEMANDS, AND ACTIVITIES MY CHANGE OR NEW ONES MAY BE ASSIGNED AT ANY TIME WITH OR WITHOUT NOTICE.
ASURION PROVIDES EQUAL EMPLOYMENT OPPORTUNITIES TO ALL EMPLOYEES AND APPLICANTS FOR EMPLOYMENT AND PROHIBITS DISCRIMINATION AND HARASSMENT OF ANY TYPE WITHOUT REGARD TO RACE, COLOR, RELIGION, AGE, SEX, NATIONAL ORIGIN, DISABILITY STATUS, GENETICS, PROTECTED VETERAN STATUS, SEXUAL ORIENTATION, GENDER IDENTITY OR EXPRESSION, OR ANY OTHER CHARACTERISTIC PROTECTED BY FEDERAL, STATE OR LOCAL LAWS.
THIS POLICY APPLIES TO ALL TERMS AND CONDITIONS OF EMPLOYMENT, INCLUDING RECRUITING, HIRING, PLACEMENT, PROMOTION, TERMINATION, LAYOFF, RECALL, TRANSFER, LEAVES OF ABSENCE, COMPENSATION AND TRAINING. "