Sales & Service Associate 1

Job Description

Sales and Service Associate 1

La Quinta, California

The Sales & Service Associate (SSA) supports the Sales & Service Expert (SSE) Sales & Service Manager (SSM) or General Manager/Owner in delivering the best customer experience through execution of our company Vision & Values and completion of tasks delegated from the SSM, GM or Owner. The SSA will not directly manage others. The SSA is an entry level position.

DELIVER EXCEPTIONAL SERVICE EXPERIENCE: 50%

• Ensure that all customers receive the highest level of customer service maximizing their experience
• Responsible for communicating and upholding company standards and leading by example through delivering the Pedego La Quinta Vision & Values; “We value community & integrity. We connect our customers to an active and healthy lifestyle. We deliver exceptional service through providing a friendly, inviting, and welcoming experience to every customer we meet.”
• Set an example and execute the basics in punctuality, dress code compliance, friendliness, and cleanliness
• Support customer retention by advocating for the best customer experiences and operational processes in the store including all aspects of servicing and assembling of ebikes including the adding of accessories as directed by SSM, GM Service Technician or Owner
• Proactively engage customer base demonstrated by greeting and interacting with them
• Handle customer service issues to include as directed by SSM, GM or Owner.
• Assists in the execution of store promotions and merchandising activities
• Sell and book rentals, tours, and service appointments
• Operate the POS System and make recommendations on retail products
• Keep front desk area and lobby clutter free and orderly
• Perform front desk tasks including answering of phone, building customer profiles, transacting sales of all products and services through POS operating system
• Perform general cleaning duties as directed by SSM, GM or Owner.

DELIVER EXCEPTIONAL SALES EXPERIENCE: 40%

• Provide a welcoming and transparent sales experience for potential new customers which can include creating customer profiles, connecting & building relationships & rapport with potential buying customers, addressing needs, questions, and concerns, presenting ebike options and offering and conducting test rides
• Executing the sales process including asking for the sale and overcoming all objections the customer might have
• Executing the T.O. (Turn Over) process if a customer is hesitant about buying.
• Complete all new customer onboarding SOP's such as warranty review, bike care & maintenance, presenting annual service options, recommending and sales of accessories
• Capture customer contact information from customers who did not purchase an ebike using established company and follow within 24-48 hours
• Demonstrate a sense of common responsibility and teamwork across the Sales & Service team to improve the customer and team member experience
• Be the early adopter and change management leader for new operational procedures and company directives

STORE ADMINISTRATION: 10%

• Ensure that systems procedures are accurately followed
• Proper POS login & procedure, desk set up
• File organization, customer telephone inquiries, customer registration and service appointment scheduling, rental bookings, tour bookings, coordinate, and scheduling deliveries of customer ebikes as directed by SSM,GM or Owner
• Make bank deposits and executing cash management process as directed by management
• Support SSM, GM or Owner with ordering and maintenance of store supplies
• Support SSM, GM or Owner with proper retail inventory receiving and inventory control activities

ORGANIZATION RELATIONSHIPS

• This position will NOT directly manage others and reports directly to the SSM, (GM in the absence of a SMM, GM in the absence of the SSM, Owner in the absence of a SSM or GM) or designated M.O.D. (Manager On Duty)

REQUIRED QUALIFICATIONS Knowledge, Skills & Abilities

• Ability to connect with people, build relationships and rapport building skills
• Strong communication skills both oral and written
• Disciplined and detailed. Ability to work in a fast-paced environment. able to be nimble & multi-task
• Able to accept coaching and apply learning's
• Have valid California Driver’s License and clean driving record

MINIMUM EDUCATIONAL LEVEL/CERTIFICATIONS

• High School diploma or General Educational Development (G.E.D.).

MINIMUM WORK EXPERIENCE AND QUALIFICATIONS

• 6 months to one year of experience in a customer service function with emphasis on sales in a Retail environment
• Basic computer skills
• Basic mechanical skills

Physical Demands/ Environmental Conditions

• While performing the duties of this job, the employee is regularly required to stand for up to 8 hours. The employee occasionally sits, walks, kneels, and reaches with hands and arms.
• Frequently required to lift and/or move up to 50 lbs.
• While performing the duties of this job, regularly exposed to moving mechanical parts.
• The noise level in the environment is occasionally loud.
• Extended workdays are a frequent occurrence, as are weekends and holidays as needed to support the business.

TRAVEL REQUIREMENT

• Some travel may be required to attend outside sales events, meetings, and trainings: 20%

DISCLAIMER(s)

The above statements are intended to describe the general nature and level of work being performed by incumbents assigned to this job. This is not intended to be an exhaustive list of all the responsibilities, duties and skills required. The incumbent may be expected to perform other duties as assigned. This job may be reviewed as duties and responsibilities change with business necessity. COMPLIANCE & INTEGRITY: Consistently supports compliance and Workplace Conduct by maintaining the privacy and confidentiality of information, protecting the assets of the organization, acting with ethics and integrity, reporting noncompliance, and adhering to applicable federal, state, and local laws and regulations, accreditation, and licensure requirements (if applicable), and Pedego La Quinta's’ policies and procedures. All Directors, Managers and Supervisors are accountable for communication, implementation, enforcement, monitoring and oversight of compliance policies and practices in their departments. SERVICE & QUALITY: In addition to defined technical requirements, accountable for consistently demonstrating service behaviors and principles defined by Pedego La Quinta as well as specific departmental/organizational initiatives. Also accountable for consistently demonstrating the knowledge, skills, abilities, and behaviors necessary to provide superior and culturally sensitive service to member and team members, contracted providers and vendors. WORKPLACE SAFETY: In addition to defined working conditions and physical requirements, employees are accountable for working safely; following established policies & procedures; and reporting all injuries and hazards to their supervisor immediately. Supervisors and Managers are accountable for ensuring the safety performance of employees; applying consistent practices in compliance with federal, state, and local regulations; providing guidance to maintain a safe and healthy work environment.

Job Type: Full-time

Pay: $16.00 - $16.50 per hour

Expected hours: 30 – 40 per week

Benefits:

• 401(k) matching
• Employee discount

Shift:

• Day shift
• Evening shift
• Morning shift

Weekly day range:

• Monday to Friday
• Weekends as needed

Work Location: In person