Job Category: Sales
Location: Costa Mesa, CA, US
Job ID: 787190-75863
Division: Retail Stores
Teacher
In the Microsoft Stores, we want to be known for consistently delivering world-class customer service. To accomplish this, everyone on our store teams needs to be highly knowledgeable about the products we sell and have the skills for creating exceptional, memorable customer experiences.
In this role, you will report to the Assistant Store Manager and be responsible for the initial and ongoing training of the store team. Specifically, you will:
Maintain an elite level of product knowledge in all Microsoft retail product and service offerings including software, hardware and services.
Act as a role model by personally delivering customer service experiences that meet and exceed our standards.
Lead the on-boarding experience and conduct all product, service and customer experience training for all new hires. Ensure they understand the Microsoft Store culture and have the skills and knowledge to deliver the best experience in retail.
Provide on-the-floor coaching and feedback for team members.
Be accountable for executing all company-wide training initiatives in your store.
Manage the ongoing training of all store employees, ensuring they continue to develop their customer service skills and stay current on our products.
Identify training needs by analyzing sales results and assessing the skill level of team members.
Partner with store leaders to prioritize in-store training so the team is focused on the right things at the right time.
Track training completion and prepare reports as needed using the Learning Management System (LMS).
Facilitate theater Workshops and coach other team members to lead high-quality, engaging Workshops. Ensure all sessions deliver what’s been promised to customers in the session descriptions.
Partner with the corporate retail training team in the development of training and presentation materials that lead to the premium level of customer experience delivered in the retail stores. Provide ideas and feedback to ensure training is on target and meets the needs of the store. On occasion, assist with the development of new training content.
Additional Skills and abilities needed for success in this role include:
Solid knowledge of the Microsoft Store organization and culture
Customer focus
Strong communication skills, verbal and written
Exemplary presentation and facilitation skills
Coaching and feedback skills
Partnering
Strategic agility
Planning and execution
Drive for results; ability to get a lot done quickly
Business analysis
Lifting/carrying (loading and unloading all those great products and carrying purchases out for our customers will be required!)
Must be able to work your regularly scheduled shift
Must be able to be mobile throughout the store
Experience required:
3-5 Years teaching / training-related experience, particularly facilitating group training sessions and coaching others
Bachelor's degree or equivalent work experience
High touch customer/sales experience preferred
Knowledge of Microsoft software (Windows, Office Suite) required
Microsoft certifications a plus
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed. Microsoft is an Equal Opportunity Employer (EOE) and strongly supports diversity in the workplace . mstrt-store-rt
Location: Costa Mesa, CA, US
Job ID: 787190-75863
Division: Retail Stores
Teacher
In the Microsoft Stores, we want to be known for consistently delivering world-class customer service. To accomplish this, everyone on our store teams needs to be highly knowledgeable about the products we sell and have the skills for creating exceptional, memorable customer experiences.
In this role, you will report to the Assistant Store Manager and be responsible for the initial and ongoing training of the store team. Specifically, you will:
Maintain an elite level of product knowledge in all Microsoft retail product and service offerings including software, hardware and services.
Act as a role model by personally delivering customer service experiences that meet and exceed our standards.
Lead the on-boarding experience and conduct all product, service and customer experience training for all new hires. Ensure they understand the Microsoft Store culture and have the skills and knowledge to deliver the best experience in retail.
Provide on-the-floor coaching and feedback for team members.
Be accountable for executing all company-wide training initiatives in your store.
Manage the ongoing training of all store employees, ensuring they continue to develop their customer service skills and stay current on our products.
Identify training needs by analyzing sales results and assessing the skill level of team members.
Partner with store leaders to prioritize in-store training so the team is focused on the right things at the right time.
Track training completion and prepare reports as needed using the Learning Management System (LMS).
Facilitate theater Workshops and coach other team members to lead high-quality, engaging Workshops. Ensure all sessions deliver what’s been promised to customers in the session descriptions.
Partner with the corporate retail training team in the development of training and presentation materials that lead to the premium level of customer experience delivered in the retail stores. Provide ideas and feedback to ensure training is on target and meets the needs of the store. On occasion, assist with the development of new training content.
Additional Skills and abilities needed for success in this role include:
Solid knowledge of the Microsoft Store organization and culture
Customer focus
Strong communication skills, verbal and written
Exemplary presentation and facilitation skills
Coaching and feedback skills
Partnering
Strategic agility
Planning and execution
Drive for results; ability to get a lot done quickly
Business analysis
Lifting/carrying (loading and unloading all those great products and carrying purchases out for our customers will be required!)
Must be able to work your regularly scheduled shift
Must be able to be mobile throughout the store
Experience required:
3-5 Years teaching / training-related experience, particularly facilitating group training sessions and coaching others
Bachelor's degree or equivalent work experience
High touch customer/sales experience preferred
Knowledge of Microsoft software (Windows, Office Suite) required
Microsoft certifications a plus
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed. Microsoft is an Equal Opportunity Employer (EOE) and strongly supports diversity in the workplace . mstrt-store-rt
