Comcast Customer Service Center, Assistant Mgr - Holyoke in Springfield, Massachusetts

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary:

Responsible for the daily operations of a location within the Customer

Service Center (CSC) channel. Provide leadership, guidance, coaching

and motivation to the retail sales consultant team in order to deliver a

superior customer experience and achieve desired sales results. Promote

and maintain a performance-based culture, where employees are inspired

to do their best, and act as a mentor to foster employee professional

development. Collaborate with other CSC leaders and staff within and

outside the functional team to create synergies and to ensure processes

are efficient and operational goals are met. Maintain a store

environment that aligns with established planograms, and ensure that

current branding collateral is visible and functional. Ensure that all

inventory requirements are carried out effectively, including stocking,

returning, and organizing and securing. Demonstrate advanced knowledge

of Comcast products and services, as well as best practices as they

relate to sales processes, store schedules and customer engagement

Employees at all levels are expect to:

- Understand our Operating Principles; make them the guidelines for how

you do your job

- Own the customer experience-think and act in ways that put our

customers first, give them seamless digital options at every touchpoint,

and make them promoters of our products and services

- Know your stuff-be enthusiastic learners, users and advocates of our

game-changing technology, products and services, especially our digital

tools and experiences

- Win as a team-make big things happen by working together and being

open to new ideas

- Be an active part of the Net Promoter System-a way of working that

brings more employee and customer feedback into the company-by joining

huddles, making call backs and helping us elevate opportunities to do

better for our customers

- Drive results and growth

- Respect and promote inclusion and diversity

- Do what's right for each other, our customers, investors and our


Core Responsibilities:

-Achieves all sales and service metrics through daily supervision,

coaching and consistent performance-management (e.g., discipline) of

Retail Sales Consultants.

-Provides on-boarding support, observes and provides feedback to new

hires to ensure they are on-track with their training curriculum and

able to provide an exceptional customer experience.

-Ensures store environment consistently follows published planograms and

branding standards, and that all customer demos are fully functional at

all times.

-In cooperation with store manager, oversees all daily sales floor

responsibilities, including proper daily staffing and scheduling, dress

code compliance, sales huddles, resolution of customer escalations,

lunch break management and store/workstation cleanliness.

-Responsible for daily store operations, including formulating and

interpreting policies and procedures, stocking and accuracy of equipment

inventory, prompt processing of returned inventory, cash handling

compliance, organization of stock room, and consistent execution of

store security protocol. Maintains compliance with all store operating

procedures (including cash, inventory, etc.) through regular employee

observation, coaching and discipline.

-Participates in and reinforces training for new product launches and


-Assesses individuals and team performance and, where applicable,

provides performance management plans to narrow competency gaps, and

provide corrective action.

-Ensures that customers and prospective customers are treated with the

highest levels of courtesy and professionalism.

- Interview and selects new employees.

-Audits the execution of store policies and procedures such as

retention, payments, equipment, sales integrity and revenue assurance.

-Remains current on new and current products and services, industry and

competitive trends, and reinforces findings with the team.

-Builds team schedules based off the needs of the business.

-Demonstrates a high degree of self-motivation and maintains a

professional appearance, including exercising significant independent

judgment and discretion with respect to significant matters without

direct oversight of supervisor.

-Maintains punctual attendance and flexibility to cover multiple

locations throughout the operating area and is available to work

evenings, weekends as needed.

-Stands on feet for long periods of time.

-Occasionally lifts and carries loads of 25 lbs or more.

-Other duties as assigned.

Job Specification:

- Bachelor's Degree or Equivalent



- Generally requires 4-7 years related experience

Comcast is an EOE/Veterans/Disabled/LGBT employer