Tech Team Lead, Google Store Retail Mountain View

DESCRIPTION

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.

The 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

• 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 elevate 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.

• 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.

• 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 behaviours and actions.
• Observe and coach associates to provide feedback around consumer experience technique effectiveness and providing excellent consumer service.

• 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 behaviour, and provide additional coaching and/or discipline as appropriate.
• Coordinate with security,…