What’s The Role

To provide the best retail experience in our customers’ day by providing outstanding service and purchase recommendations, leading by example to your team members by living and demonstrating CWC values and work ethos. You will ensure store operational excellence through achievement of revenue targets, administrative efficiencies, and process guidelines. This role involves being a CWC Brand Ambassador in our Retail Stores. Enabling the team to hit and exceed targets will be a daily occurrence coupled with increasing customer loyalty, satisfaction and spend. Through outstanding customer service and by acting as a team leader, you will seek continuous process improvement to delight and engage your customers and your team. A Retail Store Supervisor enjoys working in a fast-paced environment where products are dynamic, people are unpredictable and you think on your feet to provide quick sales solutions and problem resolutions.

What You´ll Do

Delight customers every time

• Enforce CWC retail way to enable customer satisfaction and revenue targets.

• Demonstrate CWC Retail behaviors with every customer encounter

• Observe the team and provide guidance regarding customer interactions

• Communicate in a language that is easy for customers to understand without jargon

• Own and resolve customer queries in a quick and efficient manner

• Provide quick fault resolution within CWC service level agreements

• Demonstrate how to use the product in a very engaging and simple manner

• Be alert and always provide the best advice for your customers’ changing needs

• Ensure your teams are rostered to work at the most appropriate times to serve our customers.

• Use customer feedback as an opportunity to improve personal and store performance.

• Be aware of other customers who need help and advice to efficiently serve everyone

Exceed store and personal revenue targets

• Support an environment that is inviting for customers to buy and engaging for colleagues to sell.

• Motivate and support the team to contribute towards TNPS store targets.

• Consistently hit and exceed store targets.

• Support RSA’s to close difficult sales.

• Observe and provide ongoing feedback to RSA’s that will enable them to delight customers and increase sales.

• Recommend products and services to improve your customers’ experiences and their lifestyles.

• Observe and share competitor activity with your Retail Store Manager and team

• Generate ideas and participate in extended work activities to increase brand, product awareness and sales targets

• Demonstrate impact of your store performance on the wider CWC strategy

Store housekeeping and compliance

• Work with team members to ensure store opens on time and is sufficiently manned.

• Work with your team members to achieve visual merchandising standards

• Ensure store workstations reflect pride in CWC’s brand

• Work with your team to ensure the store is a safe environment

• Ensure the team is sufficiently educated and on CWC’s Retail processes and policies

• Carry out daily housekeeping and store standard checks to approved levels to meet audit criteria

• Consistently achieve administrative requirements for cash, inventory handling and end of day reconciliations

Help the Retail Store Manager

• Make recommendations to improve processes that will improve the customer experience.

• Make recommendations to build a unified team

• In collaboration with Tech Expert, will test new products and provide feedback to your store manager

• Lead by example to demonstrate CWC values and ethos

• Attend and actively participate in all meetings and trainings where directed by the Store Manager

• Provide training on new initiatives to other members in the team when called upon

• Participate in performance review discussions for new and existing team member

• Fill into any of the other roles as the customer traffic and needs arise

Shop Floor Manager

• Proactively meet and greet customers to ensure their needs are being cared for

• Ensure the store is sufficiently manned at all times to deal with the level of customer traffic

• Ensure the displays meet visual merchandising standards

• Ensure the inventory levels are maintained

• Ensure all systems are functional

• Support the team with difficult or challenging situations

• Coach the team through difficult and challenging situations

• Motivate and recognize teams for outstanding customer interactions or problem solving

• Rotate staff across desks and functions in the stores as the customer needs increase.

• Fill into any of the other roles as the customer traffic and needs arise

• Promote CWC products and services

• Perform end of day checks and balances in accordance with CWC store policies and procedures

• Make decisions that will provide win-win for customer and company

• Perform end of day reports that meet audit criteria.

Store Greeter

• Be as the “face” of the branch and the CWC Retail Brand

• Demonstrate warmth, care and willingness to assist

• Ensure ALL customers who enter the are greeted with a genuine smile or physical acknowledgment even if you are talking to another customer

• Help customers with quick questions and finding their way around the store, without prolonging the conversations.

• Show customers how the queue system works

Sales & Service Advisor

• Demonstrate warmth, care and willingness to assist

• Use CWC Retail sales cycle to thoroughly explore customer’s needs and help them buy

• Be actively engaging on the shop floor to interact with customers who are seeking help to buy

• Walk the store with customers and demonstrate how devices work in an effort to encourage customers to buy

• Help customers with quick questions and finding their way around the store, without prolonging the conversations.

• Use questioning techniques aligned to the sales cycle to close sales

• Upsell at every opportunity to achieve and exceed revenue targets

• Attend and participate in all Sales related training

• Use prescribed sales scripts when required

• Ensure sales inventory are stored safely.

• Process all sales transaction efficiently to ensure inventory balances are accurate.

• Report end of shift inventory balances using prescribed tools and processes

• Explain and educate customers on policies e.g. return policies, Service Level Agreements, Terms & Conditions

• Help, support and encourage customers to transition to Bill Payment Kiosk

• Direct customers with appropriate information where they can receive customer service support

Business Advisor

• Set and keep appointments with small business customers to introduce and demonstrate in-store solutions

• Respond to queries from small business customers within chartered timeframes

• Proactively sell and make recommendations to small business customers on products, services and accessories that will enable productivity

• Educate and assist customers who are transitioning from one device brand or Operating System to another

Cashier

• Accurately process all customer transactions effectively, in a quick yet engaging manner.

• Process external cash from external points accurately into end of day reconciliations and lodging

• Look for ways to introduce accessories into the transaction if none has already been discussed.

• Use the customer’s name and thank the customer for their business when saying goodbye, inviting them to return at any time.

• Use POS and supporting tools effectively to ensure accuracy.

• Ensure minimum margin of error when handling cash transactions

• Report end of shift cash balances using prescribed tools and processes.

Knowledge & Experience

• A minimum of 3 years supervisory experience in a retail environment with post-secondary qualification

• Previous Retail experience Success is Essential

• Previous Retail Experience is essential

• Loves and lives the CWC brand

• Be an advocate of the customer

• Is passionate about CWC products and services

• Early adapter of new products

• Is comfortable leading a team

• Enjoys challenges and achieving goals

• Uses a computer confidently

• Uses simple and inspiring communication

• Has an impressive sales record

• Respects your team and always deliver what you promise

• Always trying make things better for yourself and your team

Who We Are

We are the leading telecommunications company, connecting more than 40 markets in Latin America and the Caribbean with our video, broadband internet, telephony, and mobile services under the consumer brands VTR, Flow, Liberty, Más Móvil, BTC, and Cabletica. We started small, and now we’re growing. We’re excited about the future as we strive to unlock opportunities in the region

Why join us

Technology excites us enables us and drives us. We´re proud of the services we provide, the markets that we serve, and our people coming together to enhance our customers´ lives with technology so that they can connect, work, live and play without missing beat. Throughout Liberty Latin America, our passion and pride are brought to life through our shared vision to bring innovation that will create moments that matter to our customers, delivering growth in our markets with one vision, one culture, and one team.

Liberty Latin America provides equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, color, citizenship, disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, marital or domestic partner status, military or veteran status, national origin, pregnancy/childbirth, race, religion, sexual orientation, or any other category protected by federal, state, and/or local laws.

Knowledge & Experience

• A minimum of 3 years supervisory experience in a retail environment with post-secondary qualification

• Previous Retail experience Success is Essential

• Previous Retail Experience is essential

• Loves and lives the CWC brand

• Be an advocate of the customer

• Is passionate about CWC products and services

• Early adapter of new products

• Is comfortable leading a team

• Enjoys challenges and achieving goals

• Uses a computer confidently

• Uses simple and inspiring communication

• Has an impressive sales record

• Respects your team and always deliver what you promise

• Always trying make things better for yourself and your team

Who We Are

We are the leading telecommunications company, connecting more than 40 markets in Latin America and the Caribbean with our video, broadband internet, telephony, and mobile services under the consumer brands VTR, Flow, Liberty, Más Móvil, BTC, and Cabletica. We started small, and now we’re growing. We’re excited about the future as we strive to unlock opportunities in the region

Why join us

Technology excites us enables us and drives us. We´re proud of the services we provide, the markets that we serve, and our people coming together to enhance our customers´ lives with technology so that they can connect, work, live and play without missing beat. Throughout Liberty Latin America, our passion and pride are brought to life through our shared vision to bring innovation that will create moments that matter to our customers, delivering growth in our markets with one vision, one culture, and one team.

Liberty Latin America provides equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, color, citizenship, disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, marital or domestic partner status, military or veteran status, national origin, pregnancy/childbirth, race, religion, sexual orientation, or any other category protected by federal, state, and/or local laws.

What You´ll Do

Delight customers every time

• Enforce CWC retail way to enable customer satisfaction and revenue targets.

• Demonstrate CWC Retail behaviors with every customer encounter

• Observe the team and provide guidance regarding customer interactions

• Communicate in a language that is easy for customers to understand without jargon

• Own and resolve customer queries in a quick and efficient manner

• Provide quick fault resolution within CWC service level agreements

• Demonstrate how to use the product in a very engaging and simple manner

• Be alert and always provide the best advice for your customers’ changing needs

• Ensure your teams are rostered to work at the most appropriate times to serve our customers.

• Use customer feedback as an opportunity to improve personal and store performance.

• Be aware of other customers who need help and advice to efficiently serve everyone

Exceed store and personal revenue targets

• Support an environment that is inviting for customers to buy and engaging for colleagues to sell.

• Motivate and support the team to contribute towards TNPS store targets.

• Consistently hit and exceed store targets.

• Support RSA’s to close difficult sales.

• Observe and provide ongoing feedback to RSA’s that will enable them to delight customers and increase sales.

• Recommend products and services to improve your customers’ experiences and their lifestyles.

• Observe and share competitor activity with your Retail Store Manager and team

• Generate ideas and participate in extended work activities to increase brand, product awareness and sales targets

• Demonstrate impact of your store performance on the wider CWC strategy

Store housekeeping and compliance

• Work with team members to ensure store opens on time and is sufficiently manned.

• Work with your team members to achieve visual merchandising standards

• Ensure store workstations reflect pride in CWC’s brand

• Work with your team to ensure the store is a safe environment

• Ensure the team is sufficiently educated and on CWC’s Retail processes and policies

• Carry out daily housekeeping and store standard checks to approved levels to meet audit criteria

• Consistently achieve administrative requirements for cash, inventory handling and end of day reconciliations

Help the Retail Store Manager

• Make recommendations to improve processes that will improve the customer experience.

• Make recommendations to build a unified team

• In collaboration with Tech Expert, will test new products and provide feedback to your store manager

• Lead by example to demonstrate CWC values and ethos

• Attend and actively participate in all meetings and trainings where directed by the Store Manager

• Provide training on new initiatives to other members in the team when called upon

• Participate in performance review discussions for new and existing team member

• Fill into any of the other roles as the customer traffic and needs arise

Shop Floor Manager

• Proactively meet and greet customers to ensure their needs are being cared for

• Ensure the store is sufficiently manned at all times to deal with the level of customer traffic

• Ensure the displays meet visual merchandising standards

• Ensure the inventory levels are maintained

• Ensure all systems are functional

• Support the team with difficult or challenging situations

• Coach the team through difficult and challenging situations

• Motivate and recognize teams for outstanding customer interactions or problem solving

• Rotate staff across desks and functions in the stores as the customer needs increase.

• Fill into any of the other roles as the customer traffic and needs arise

• Promote CWC products and services

• Perform end of day checks and balances in accordance with CWC store policies and procedures

• Make decisions that will provide win-win for customer and company

• Perform end of day reports that meet audit criteria.

Store Greeter

• Be as the “face” of the branch and the CWC Retail Brand

• Demonstrate warmth, care and willingness to assist

• Ensure ALL customers who enter the are greeted with a genuine smile or physical acknowledgment even if you are talking to another customer

• Help customers with quick questions and finding their way around the store, without prolonging the conversations.

• Show customers how the queue system works

Sales & Service Advisor

• Demonstrate warmth, care and willingness to assist

• Use CWC Retail sales cycle to thoroughly explore customer’s needs and help them buy

• Be actively engaging on the shop floor to interact with customers who are seeking help to buy

• Walk the store with customers and demonstrate how devices work in an effort to encourage customers to buy

• Help customers with quick questions and finding their way around the store, without prolonging the conversations.

• Use questioning techniques aligned to the sales cycle to close sales

• Upsell at every opportunity to achieve and exceed revenue targets

• Attend and participate in all Sales related training

• Use prescribed sales scripts when required

• Ensure sales inventory are stored safely.

• Process all sales transaction efficiently to ensure inventory balances are accurate.

• Report end of shift inventory balances using prescribed tools and processes

• Explain and educate customers on policies e.g. return policies, Service Level Agreements, Terms & Conditions

• Help, support and encourage customers to transition to Bill Payment Kiosk

• Direct customers with appropriate information where they can receive customer service support

Business Advisor

• Set and keep appointments with small business customers to introduce and demonstrate in-store solutions

• Respond to queries from small business customers within chartered timeframes

• Proactively sell and make recommendations to small business customers on products, services and accessories that will enable productivity

• Educate and assist customers who are transitioning from one device brand or Operating System to another

Cashier

• Accurately process all customer transactions effectively, in a quick yet engaging manner.

• Process external cash from external points accurately into end of day reconciliations and lodging

• Look for ways to introduce accessories into the transaction if none has already been discussed.

• Use the customer’s name and thank the customer for their business when saying goodbye, inviting them to return at any time.

• Use POS and supporting tools effectively to ensure accuracy.

• Ensure minimum margin of error when handling cash transactions

• Report end of shift cash balances using prescribed tools and processes.