Job Description

Our ENTRY LEVEL CUSTOMER EXPERIENCE MANAGERS are seasoned retail veterans and naturally charismatic LEADERS. In this role, you will be responsible for collaborating with your team members to lead the RECRUITMENT, TRAINING, DEVELOPMENT AND OVERALL MANAGEMENT of a dynamic team that will help Touchstone Direct accelerate as one of the top leaders in customer service.

You will be challenged to support your team through TRAINING, COACHING, MOTIVATING and analyzing sales performance. You will be tasked with identifying events in the local market that will MAXIMIZE TOUCHSTONE DIRECT'S BRAND EXPOSURE. You will be measured and rewarded by your ability to achieve a CUMULATIVE CLIENT SALES TARGET, DRIVE OPTIMAL TEAM PERFORMANCE, AND MAINTAIN OFFICE OPERATIONS.

TO SUCCEED AT TOUCHSTONE DIRECT, YOU MUST BE ENERGETIC, HIGHLY ORGANIZED, AND HARD WORKING. You should have a passion for sustainable energy and the ability to create exceptional customer experiences. While individual contributions will be recognized, teamwork is essential to achieve the highest level of success. We will reward team players who help others succeed and empower the team around them.

RESPONSIBILITIES

• Collaborate with our Office Director for a shared understanding and vision of business needs and strategies
• Demonstrate sales leadership by role playing and having an active selling presence
• Train and develop team on sales and exceptional customer service
• Analyze data and collaborate with Management on business strategies and set weekly and monthly goals
• Coach and motivate team to meet assigned sales, reviews, and productivity goals
• Ensure team is fluent in all aspects of product knowledge
• Meet and Exceed KPI, partner to achieve sales and excellent customer ratings

CUSTOMER EXPERIENCE

• Responsible for ensuring all employees provide best in class customer experience for every customer
• Manage customer escalations quickly and effectively
• Empower and guide employees through challenging customer concerns, to make decisions in the customers’ best interest while also supporting Touchstone Directs morals and regulations
• Demonstrate mastery of presenting, selling and customer rapport

EMPLOYEE ENGAGEMENT

• Recruit, train, and develop employees ensuring all positions are filled in a timely manner
• Support, implement and provide follow-up for all training and development meetings
• Continually evaluate the performance of each employee and provide in the moment feedback to drive results and hit target goals
• Ensure all employees adhere and respect Touchstone Direct and our procedures
• Address and resolve all people issues in a timely and effective manner, partnering with the Office Manager and Human Resources effectively

REQUIREMENTS

• Positive attitude to coaching and training
• Self-starting entrepreneur with exceptional management skills and great attention to detail
• Excellent written and verbal communication skills
• Dedicated and ethical approach to sales and sales operations
• Ability to develop collaborative relationships and act as a well-respected, trusted partner that others want to work with

EMPLOYEE BENEFITS

• Paid Training
• Connections with multiple Office Directors for one on one coaching and strategizing
• Holidays Off
• Travel and business trips
• Monthly team based and individual incentives

Company Description

Touchstone Direct is a leader in customer service for multiple clients within the Dallas, Texas region.