Tech Team Lead, Google Store Retail Mountain View

The Tech 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.

Wage: $30-35/hour

The incumbent(s) in this position should exhibit the following Success Profile:

• Customer Focus
• Tech Savvy
• Decision Quality
• Manages Complexity
• Resourcefulness
• Directs Work
• Optimizes Work Processes
• Ensures Accountability
• Drives Results
• Develops Talent
• Builds Effective Teams
• Collaborates
• Communicates Effectively
• Manages Ambiguity

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 iinspecting 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.

• 5+ 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.

Knowledge, Skill and Ability Requirements:

• 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