Google Tech Team Lead
Description
Mosaic is the leading North American integrated marketing and sales agency, specializing sales, training, experiential, and digital & virtual solutions. At Mosaic, we are never satisfied with the status quo and are in constant search for new ideas and new ways to help our clients build their brands amidst the evolving dynamic of empowered consumers, leveraging new technologies and approaches. Together as a team we deliver for those results to our clients every day. Mosaic is not about standing out from the crowd - we lead it!
The Google Tech Team Lead will coach the Tech Specialists and ensure customers are supported in efficient/appropriate manner, serve as management support. The Team Lead will be expected to support the Tech Specialists by training, motivating, and coaching to create a world-class consumer experience. Team Leads will serve as support for customer escalations, working to effectively and professionally resolve issues, also utilizing those skills to mentor employees on handling escalations. The Team Lead must also have an extensive knowledge of brand products and services in order to effectively empower the associates to drive an interactive consumer experience by promoting the latest brand mobile devices, phones, tablets, wearables, and accessories. They will lead the way in delivering a transformational experience in-store by recommending product and service solutions to fit their needs. The Team Lead will work closely with all brand and agency management, as well as associates within the store, to build and maintain strong relationships, maintain morale, while providing the absolute best consumer experience.
Essential Functions of this Position
Assess customer support needs, troubleshoot or diagnose issues and thoroughly explain potential solutions to all knowledge levels including soft pass off to alternative support solutions.
Provide assistance for customer product post-sale set up support.
Manage customer queues, prioritize resources and resolve customer escalations in a fast-paced environment.
Identify, document and escalate potential product issues to internal team.
Contribute to environment of collaboration and support through personal accountability and effective communication with supervisors and peers.
Collaborate with repair team to set appropriate expectations for clients and return customer product as quickly as possible.
Prepare new product for launches and execute visual merchandising when required.
Meet & greet customers, assist with sales and complete transactions when necessary .
Supervise personnel to:
Meet and exceed assigned goals for: consumer experience and reputation, sales and service, revenue and productivity
Consistently demonstrate excellent interpersonal, leadership, and coaching skills
Create a work environment where motivated people can excel, exceeding daily ownership goals
Oversee floor experience - act as floor leader to ensure consumers receive a radically helpful experience
Own consumer coordination and welcome process
Support team and assist with consumer interactions and transactions
Coach associates on opportunities with consumer interactions, recognize positive performance and hold associates accountable for poor performance
Management and Development:
Inspire and engage associates by motivating team to succeed
Promote passion, pride and commitment
Lead by example and serve as a resource for product knowledge
Develop associates for growth and promotion by delegating appropriate responsibilities and inspecting completion
Coach to all competences (Kornferry) to ensure consistency of expectations within location
Improve associate engagement through appropriate behaviors and actions
Observe and coach associates to provide feedback around consumer experience technique effectiveness and providing excellent consumer service
Product Launches:
Partner with management and other appropriate parties to successfully launch new products, services and processes and to review staffing forecast plan
Actively inspect post-launch and drive improved results with best practices
Inspect that associates are properly trained on new products and promotions to demonstrate and discuss with confidence
Report concerns with associates' knowledge and/or behavior, and provide additional coaching and/or discipline as appropriate
Coordinate with security, facilities and space management to ensure smooth product launch-day execution including operations, staffing and scheduling
Responsible for activity in space at all times
Employ scheduling tool to properly staff and meet business needs, training and special events such as product launches.
Compliance:
Drive compliance of procedures and policies
Ensure timely completion of required training to empower personnel to succeed
Implement, execute, and inspect existing and new retail programs, tools, and training
Responsible for ensuring the training for associates to ensure they have the appropriate level of system/tool access for their roles and responsibilities.
Other:
Manage 6-8 MOD segments per week
Report fraudulent activity to security
Continuously display high integrity
Develop strategic perspective and champion change
Inspire others to high performance through collaboration and teamwork
Utilize professional expertise to solve problems and analyze issues
Capture initiative and strive for results
Assist management in assigning the following: breaks, opening/closing tasks, & holding team accountable to their attendance
Support management needs
Other duties as assigned
Qualifications
3 years' sales/consumer service experience in a retail environment, preferably for hi-tech /consumer electronics
1-3 years' previous leadership experience in the telecommunications or consumer service-related industry
Effective communication, presentation and interpersonal skills
Strong organizational skills with attention to detail
Experience working with any of the larger consumer electronics stores technology.
Demonstrates passion for leading edge technology and product solutions.
Possess strong written and verbal communication, and working knowledge of G-Suite
Have a strong working knowledge of standard operating procedures
Experience conducting coaching and positive reinforcement.
Ability to work flexible schedule including nights and weekends.
Excellent communication skills and demonstrated ability to meet or exceed performance standards
Ability to motivate team
Ability to work flexible hours, including evenings, weekends and holidays
Work with associates to elevate skills and performance, providing coaching on opportunities for improvement
Maintain knowledge of all brand products - complete training and support associates with required training on current and upcoming products.
Ability to setup customers' device based on their individual usage needs and interests
Ability to troubleshoot and resolve issues with consumer device software, features and functionality, with appropriate needs-assessment, listening skills and patience
Along with competitive pay, we offer a comprehensive benefits program. Benefits are subject to change and may be subject to specific elections, plan, or program terms. This role may be eligible for the following:
Medical, Dental, Vision, and Telehealth
Basic Life Insurance and AD&D
Voluntary Life Insurance
Short Term and Long Term Disability
Flexible Spending Account
Health Reimbursement Account
401(k) match
Legal Insurance
Pet Insurance
Employee Assistance Program
Employee Discount Program
Tuition Assistance Plan
Paid Time Off and Company Paid Holidays
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Mosaic North America is an Equal Opportunity Employer
DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. Mosaic reserves the right to modify all or part of any job descriptions at its discretion in order to meet and or exceed the needs of the business.
To Apply: please send resumes to: USRecruiting@mosaic.com
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Job Field - Marketing
Primary Location US-NY-Brooklyn
Shift Day Job
Job Posting Jun 6, 2023, 3:56:48 PM
Job Number: GSWxTLT6623
