Retail Sales Representative (Solutions Specialist) (42622) Las Vegas, Nevada

The Retail Sales Representative (Solutions Specialist) will be the primary point of contact for both new and existing customers. As a Solutions Specialist, this individual will be working in a Cox Solution Store guiding customers through the purchase decision and activation process of Cox product offerings (cable, data, voice, and wireless).

This role is responsible for meeting established sales objectives by matching customer needs with the right products and services. As a critical member of the sales team, this role requires strong interpersonal skills and a passion for delivering an outstanding customer experience. The Solutions Specialist will be provided learning opportunities to stay abreast of the rapidly evolving Cox products and services and is expected to translate how device capabilities address various customer needs. To be successful in this role, this individual should have an aptitude for sensing and responding to various consumer types.

In addition to customer service responsibilities, this individual plays a key role in maximizing sales and profitability by focusing on key business initiatives, store merchandising, marketing execution, inventory management, and loss prevention. Operational duties may include paperwork and completion of sales reports as they relate to store opening and closing.

Core Responsibilities:

* Solution Sales and Marketing
- Ensures individual sales targets are met
- Executes promotions and campaigns designed to increase brand equity and achieve sales objectives
- Generates and retains Cox services through the acquisition of and retention of customers by using Cox trained skill sets, programming and technical expertise, and makes the appropriate recommendations for services using consultative sales and retention skills.

* Customer Service
- Builds and maintains relationships with potential and existing customers
- Aids customers in completing purchases and resolving issues
- Offers product suggestions to customers to help satisfy their needs/wants
- Strives to exhibit best-in-class customer service skills
- Contributes to sales floor up-keep and cleanliness
- Assists with sales floor inventory counts and stock replenishment
- Ensures sales floor remains visually appealing

* Solution Education
- Clearly explains and illustrates product and service capabilities
- Offers product suggestions to customers to help satisfy their needs/wants
- Continuously expands knowledge of trends in wireless and current Cox services and products

Delivers Customer Service
- Establishes and maintains trust and credibility with internal and external customers
- Develops a strong customer focus in others and instills the importance of superior customer service
- Develops and improves processes to increase service performance
- Finds balance between cost consciousness and service improvement
- Develops systematic methods for communication and feedback from customers and follows through on those customer inquiries, requests, and complaints
- Provides service to customers following procedures, practices, and policies
- Identifies issues and concerns from customers and elevates appropriate issues for resolution
- Fosters an environment in which customer satisfaction is valued and delivered
- Adds value to the business by providing exemplary customer service
- Coaches team members to utilize consumer expertise to drive business value
- Anticipates and understands customers needs and problems, even those less obvious
- Identifies costs and benefits associated to every sales element
- Displays skill at calming angry and disappointed customers

Product Knowledge
- Answers customer questions or concerns in a concise and accessible way, and takes action to update product knowledge continually
- Evaluates product plans against team goals
- Incorporates Coxs strategy, customer needs, markets data and trend insights to help develop product plans

Creating / Implementing Customer/Account Plans
- Identifies customer needs for more complex deals
- Configures solutions within the sales process
- Identifies costs and benefits associated with various product solutions

Technological Skills/Knowledge
- Troubleshoots technical problems
- Recommends appropriate technology to meet customer needs
- Leads others in applying technical skills and knowledge

Value-Added Selling
- Ability to effectively manage the buying and selling process by involving a network of key players to solve the customers needs
- Ability to effectively make situation specific recommendations
- Analyzes the customers needs and transforms them into sales opportunities
- Finds better, faster, cheaper or more efficient ways of doing things, thus improving the quality obtained for customers

- Additional responsibilities/competencies may apply