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Key Responsibilities and Required Skills for a Mobile Advisor

💰 $ - $

RetailSalesTelecommunicationsCustomer Service

🎯 Role Definition

The Mobile Advisor is a pivotal, customer-facing role, acting as the primary ambassador for the brand and a trusted technology expert for our customers. This individual is responsible for creating an unparalleled customer experience by uncovering individual needs and matching them with the right combination of mobile devices, service plans, and accessories. More than a salesperson, the Mobile Advisor builds lasting relationships, resolves complex issues, and empowers customers to get the most out of their technology. Success in this role is defined by a deep passion for mobile tech, a genuine desire to help people, and the drive to consistently meet and exceed personal and team performance goals within a dynamic retail environment.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Retail Sales Associate
  • Customer Service Representative
  • Brand Ambassador

Advancement To:

  • Lead Mobile Advisor / Team Lead
  • Assistant Store Manager
  • Store Manager

Lateral Moves:

  • Business Sales Representative
  • Customer Retention Specialist

Core Responsibilities

Primary Functions

  • Proactively engage with customers in a retail setting to build rapport, identify their communication needs, and understand their lifestyle to recommend tailored solutions.
  • Conduct in-depth, personalized consultations to guide customers through the complexities of mobile technology, service plans, and data packages.
  • Deliver engaging and interactive product demonstrations for the latest smartphones, tablets, wearables, and smart home devices.
  • Serve as a subject matter expert on all products, services, pricing plans, and current promotional offers, ensuring information provided to customers is accurate and clear.
  • Execute the end-to-end sales cycle, from initial discovery and solution presentation to closing the sale and ensuring a smooth checkout process.
  • Manage the activation of new customer accounts, process device upgrades, and handle service plan changes with exceptional accuracy and attention to detail.
  • Perform basic device troubleshooting and diagnostics, offering immediate support and solutions for common technical issues to enhance the customer experience.
  • Meticulously maintain the visual merchandising of the sales floor, ensuring that product displays are clean, fully stocked, and compliant with brand standards.
  • Achieve and exceed established key performance indicators (KPIs), including sales quotas, accessory attachment rates, and customer satisfaction scores.
  • Utilize the Customer Relationship Management (CRM) system to log customer interactions, manage follow-up communications, and build a pipeline of future opportunities.
  • Participate actively in all required product and sales training sessions to stay current with the fast-paced evolution of mobile technology and industry trends.
  • Foster a positive and collaborative team environment by supporting colleagues, sharing best practices, and contributing to the overall success of the store.
  • Handle customer inquiries, concerns, and escalations with professionalism and empathy, aiming for first-contact resolution to build loyalty and trust.
  • Process customer payments, returns, and exchanges accurately using the Point of Sale (POS) system, adhering to all cash handling and financial policies.
  • Assist in maintaining inventory integrity by participating in regular stock counts, receiving new shipments, and ensuring the security of all products.
  • Educate customers on the value of protection plans, warranties, and additional services, clearly articulating the benefits and terms.
  • Proactively reach out to existing customers to conduct account reviews, ensuring they are on the best plan for their usage and introducing new, relevant products.
  • Master the operational aspects of the role, including opening and closing procedures, store maintenance, and compliance with all company policies.
  • Act as a brand champion, embodying the company’s values and service commitment in every customer interaction.
  • Onboard new customers by assisting with device setup, data transfer, and a foundational tutorial on their new product to ensure a seamless transition.

Secondary Functions

  • Assist management with ad-hoc reporting on sales metrics, store traffic, and inventory levels.
  • Provide feedback on customer trends and product performance to contribute to local and regional sales strategies.
  • Collaborate with the inventory and operations team to ensure product availability and accurate stock levels.
  • Participate in daily team huddles, weekly store meetings, and training sessions to stay aligned with team goals and product updates.

Required Skills & Competencies

Hard Skills (Technical)

  • Point-of-Sale (POS) Systems: Proficiency in operating retail POS and payment processing systems.
  • CRM Software: Experience using Customer Relationship Management tools to track sales and customer interactions.
  • Mobile Operating Systems: Deep knowledge of iOS and Android platforms, including setup and troubleshooting.
  • Product Knowledge: Ability to quickly learn and articulate the features and benefits of a wide range of consumer electronics.
  • Sales Metrics Analysis: Understanding of key performance indicators (KPIs) like conversion rates, sales targets, and attachment rates.

Soft Skills

  • Consultative Selling: Skill in asking probing questions to uncover needs before presenting solutions.
  • Active Listening: The ability to fully concentrate on what a customer is saying to understand their core needs and concerns.
  • Empathy: Being able to understand and share the feelings of a customer, especially during troubleshooting or issue resolution.
  • Adaptability: Thriving in a fast-paced environment where products, promotions, and priorities can change quickly.
  • Resilience: Maintaining a positive and persistent attitude in the face of challenges or sales objections.
  • Communication & Interpersonal Skills: Excellent verbal communication and the ability to build rapport with a diverse range of people.
  • Problem-Solving: A creative and logical approach to resolving customer issues and overcoming sales obstacles.

Education & Experience

Educational Background

Minimum Education:

  • High School Diploma or equivalent.

Preferred Education:

  • Associate's or Bachelor's Degree.

Relevant Fields of Study:

  • Business Administration
  • Marketing

Experience Requirements

Typical Experience Range:

  • 1-3 years of experience in a retail, sales, or direct customer-facing role.

Preferred:

  • Previous experience in wireless/telecommunications, consumer electronics, or a commission-based sales environment is highly desirable.
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