Wave Broadband
Retail Sales Representative Lead
– Wave Broadband
Wave Broadband 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.
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. The role addresses escalated customer issues while ensuring high quality and accurate service by assisting and resolving a wide variety of customer requests, inquiries and complaints. It also involves peer training, special projects, operational tasks, travel and other duties as assigned.
Where You Will Work
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 backup 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.
Manage 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 and 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 possess 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 respects customer property.
Flexibility in work schedule; overtime required at times.
Education and Certifications
High school diploma or equivalent.
Benefits Package
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.
Paid Holidays: 7 days per year.
Paid Sick Leave based on state and local ordinance.
Tuition reimbursement program.
Employee discount program.
The base salary range in California for this position, plus opportunities for bonus, benefits and commission, is $19.68 – $27.55 per hour.
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 is 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.
For San Francisco Candidates Only (FCO) 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) CCPA Employee Privacy Policy: https://www.astound.com/wp-content/uploads/2023/09/CCPA-Employee-Privacy-Notice.pdf
Seniority Level
Mid‑Senior level
Employment Type
Full‑time
Job Function
Sales and Business Development
Industry
Telecommunications
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– Wave Broadband
Wave Broadband 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.
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. The role addresses escalated customer issues while ensuring high quality and accurate service by assisting and resolving a wide variety of customer requests, inquiries and complaints. It also involves peer training, special projects, operational tasks, travel and other duties as assigned.
Where You Will Work
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 backup 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.
Manage 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 and 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 possess 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 respects customer property.
Flexibility in work schedule; overtime required at times.
Education and Certifications
High school diploma or equivalent.
Benefits Package
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.
Paid Holidays: 7 days per year.
Paid Sick Leave based on state and local ordinance.
Tuition reimbursement program.
Employee discount program.
The base salary range in California for this position, plus opportunities for bonus, benefits and commission, is $19.68 – $27.55 per hour.
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 is 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.
For San Francisco Candidates Only (FCO) 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) CCPA Employee Privacy Policy: https://www.astound.com/wp-content/uploads/2023/09/CCPA-Employee-Privacy-Notice.pdf
Seniority Level
Mid‑Senior level
Employment Type
Full‑time
Job Function
Sales and Business Development
Industry
Telecommunications
#J-18808-Ljbffr