Retail Sales Manager

Eagle, Vyve and Northland are leading broadband Internet providers serving largely non-urban communities in 16 states.  A technology leader in the cable and broadband sectors, Vyve Broadband offers an extensive range of broadband, fiber connectivity, cable television and voice services for commercial and residential customers. Residential services include high-speed Internet with speeds up to Vyve Gig, all-digital, high-definition video and fully featured digital voice. Vyve Business Services provides optical Ethernet, PRI and hosted voice services to the business community. Together, Eagle, Vyve and Northland serve areas of Alabama, Arkansas, California, Colorado, Georgia, Idaho, Kansas, Louisiana, Nebraska, North Carolina, Oklahoma, South Carolina, Tennessee, Texas, Washington, and Wyoming.

General Purpose: Consistently supervises and provides ongoing coaching, feedback and support to retail representatives at Vyve Broadband. Enforces the organizations integrity of sales and service, cash audit compliancy and assures accurate revenue, operational effectiveness and the ultimate satisfaction of customers in our markets.

DUTIES AND RESPONSIBILITIES:

• Supervises, interviews and hires retail center representatives.
•  Sets performance standards and goals, monitors progression, identifies both positive and negative performance trends to ensure attainment of revenue goals and performance targets.
•  Track and report on complaint trends and submit recommendations to Manager/Director for employee education needs and operational enhancements.
•  Coaches, performs correctives as necessary and performs annual reviews.
• Handles difficult customer inquiries and complaints referred to by other call center representatives.
• Coordinates and schedules work assignments relating to subscriber inquiries, customer care calls and complaints/escalations.
•  Monitors inbound calls and in-person interactions to ensure professionalism, accuracy and use of proper in given to customers (end-users).
• Monitors productivity daily/weekly/monthly and reports results to Manager and/or Director. Consistent exercise of independent judgment and discretion on significant operational matters.
• Determines work procedures, prepares work schedules that maintains call volume handled and expedited workflows.
• Provide guidance to representatives in the resolution of difficult situations. Ensures competence and continuity through effective training, motivation, coaching, development and recognition.
• Ensures that the goal of gaining, retaining and exceeding customer expectations is being performed by call center employees on a consistent daily basis.
• Studies, creates and standardizes procedures to improve efficiency of representatives.
• Distribute and reinforce written guidelines regarding changes to policies and procedures as outlined by Management team.
• Maintain current and accurate monitoring statistics and performance metrics.
• Exhibits strong understanding and knowledge of call center operations.
• Act as a role model and mentor to all representatives.
• Maintain professional working relationships with personnel from all departments.
• Regular, consistent and punctual attendance. Must be able to work nights, weekends and various schedules as necessary.
• Participates in special projects and performs other duties as assigned.

SUPERVISORY DUTIES:
Supervises the day-to-day operations of remote retail locations, is directly involved with and
exercises independent judgment with respect to th