What are the responsibilities and job description for the Retail Manager position at Midcontinent?
Job Purpose
Manage and lead a team of Customer Experience Center representatives to effectively drive sales and retention opportunities while ensuring a great customer experience with every interaction.
Key Functions
Manage and lead a team of Customer Experience Center representatives to effectively drive sales and retention opportunities while ensuring a great customer experience with every interaction.
Key Functions
- Supervise the Customer Experience Center and team members from multiple customer experience centers; manage sales efforts, processes and results.
- Assist customers in the retail environment of the Customer Experience Center.
- Set daily, weekly, and monthly goals designed to reach department expectations; manage the achievement and distribution of incentives.
- Support Midco efforts to improve customer awareness and loyalty.
- Improve the customer experience and retention.
- Train and coach team members on best practices to promote career development and customer satisfaction.
- Develop and promote a customer driven service culture.
- Effectively collaborate across boundaries to drive continued success within the region.
- Demonstrate Business Acumen to support Midco growth by using data to drive decisions and actions.
- Monitor performance for quality and coaching opportunities.
- Compile timely and accurate daily, monthly and yearly reports.
- Provide timely performance feedback and daily coaching. Perform annual reviews and effectively manage disciplinary and/or performance problems.
- Travel to and support the Customer Experience Centers within the same region as needed.
- Operate and drive a vehicle in accordance with all Midco policies including maintaining a safe driving record.
- Follow and serve as a role model in displaying Midco’s Core Values and Leadership Success Drivers.
- Adhere to Midco privacy guidelines to ensure each customer’s privacy.
- Maintain regular attendance to be available to provide direction and communication to team members.
- Communicate with other departments to handle any escalating issues in a timely manner.
- Function as an effective team member while supporting the efforts and strategies, initiatives and projects of other departments.
- Support the mission, vision, and values of Midco. Apply personal ethics, honesty, initiative, flexibility, responsibility, and confidentiality in all areas of responsibility.
- Possess an enthusiastic, energetic, self-motivated, and detail-oriented approach towards work and all work projects.
- Possess strong problem-solving, critical-thinking and decision-making skills while using good judgment.
- Multi-task without loss of efficiency or composure.
- Maintain a positive work atmosphere by acting and communicating in a manner that develops positive relationships with team members, customer and leadership.
- Adhere to and actively follow Midco policies and procedures.
- Perform other duties as assigned.
- Bachelor’s Degree and/or equivalent experience preferred.
- 2 years of retail sales or customer service experience required.
- Previous customer service/sales supervisory experience in a retail environment preferred.
- The employee is occasionally required to reach with hands and arms, stoop, kneel, or crouch. The employee must occasionally lift and/or carry loads of up to 30 lbs.
- The noise level in the work environment is moderate.
- 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.
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