Retail Associate

Job Summary

The Retail Associate is responsible for supporting residential sales and service by helping customers understand products, pricing, and solutions that meet their needs. The role drives revenue growth by recommending services, meeting defined sales goals, and accurately completing all customer transactions and account activities. The position strengthens customer satisfaction and retention through effective communication, timely follow-up, and clear demonstrations of equipment functionality.

Responsibilities

• Identify individual customer current and potential product needs and make recommendations. Increase the customer understanding of Midco products and pricing options.
• Possess strong knowledge of product features, benefits, pricing, and campaigns for cable TV, high-speed internet, and phone in an effort to sell and upsell to new and existing customers in a retail environment.
• Build and maintain strong relationships based on trust and mutual respect with potential and existing customers within your department and community.
• Apply a positive customer service attitude in interactions with all customers and establish positive rapport.
• Meet or exceed defined sales goals (weekly, monthly, yearly, etc.).
• Accurately record customer transactions, establish accounts for new customers, and complete all necessary requirements for installs, service changes, repairs, and all other customer transactions.
• Follow up with customers in a timely manner if necessary.
• Receive customer payments and maintain the cash drawer.
• Clearly explain and demonstrate equipment connectivity and functionality to customers.
• Verify the functionality of returned equipment.
• Meet ongoing sales training requirements.
• Communicate effectively and professionally in all forms of communication with internal and external customers
• Clean and prepare equipment for distribution to customers that visit the CXC to pick up or swap equipment.
• Store cleaning duties as assigned per location.
• Model Midco’s mission, vision, values, ethos, and Leadership Success Drivers, and inspire others to do the same.
• Ensure customer privacy by adhering to Midco’s privacy guidelines while actively following Midco policies and procedures.
• Maintain reliable and predictable attendance as required by the position.
• Perform other duties as assigned.
  
  

Note: Management reserves the right to assign or reassign functions and responsibilities to this job description at any time.

Required Qualifications

• High school diploma or GED.
• Basic typing, email and computer skills.
• Proficient at using technology including the internet and applications.
• Exceptional communication skills, both verbal and written.
• Ability to adapt and excel in a fast-paced work environment.
• Employees may be required to work rotating shifts.
• Employees may be required to work in excess of 40 hours per week and other than normal business hours, such as holidays, evenings and weekends as business demands.
  
  

Preferred Qualifications

• Previous customer service/ sales experience in a retail environment.
  
  

Job Levels

Retail Associate - Advanced

• Demonstrate solid understanding of industry, Midco initiatives, products/services, competition, the market and the needs of each unique customer.
• Demonstrate advanced sales techniques and ability to effectively adjust messaging to suit the needs of each unique customer.
• At least 3 years previous customer service / sales experience required.
  
  

Retail Associate - Senior

• Demonstrate deep understanding of industry, Midco initiatives, products/services, competition, the market and the needs of each unique customer.
• Demonstrate highly skilled sales techniques and ability to effectively adjust messaging to maximize opportunity and influence each unique customer.
• At least 5 years previous customer service / sales experience required.
  
  

Work Environment

• The employee is occasionally required to reach with hands and arms, stoop, kneel, or crouch. The employee may be asked to lift and/or carry loads of up to 50 lbs.
• The noise level in the work environment is moderate to loud.
• Employees may be required to stand in a retail environment for up to 8 hours a day.
  
  

Mental Demands

• Ability to understand, follow and execute both routine and non-routine verbal and written instructions.
• Proficiency in understanding problems and collaborating with others to find alternative solutions.
• Clearly articulate instructions and expectations.
• Skilled in focusing on the issue at hand without reacting emotionally.
• Ability to de-escalate conflicts effectively.
• Maintain availability and composure during periods of continuous, high interaction volume.
• Adapt quickly to changing situations and customer needs and effectively manage the stress of ongoing incoming interactions.