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Simply Answers Pro - Grand Junction

January 01, 2013 - July 21, 2014
Location:Grand Junction, CO
Salary Range:$10-$12 per hour plus bonuses/commission
Benefits:Medical, Dental, Vision, Flex, 401K
Employment Type:Full Time
Description:Position summary: A Simply Mac Pro is required to diligently execute the official Simply Answer’s Program and all duties described below. The position emphasizes skill-sets in the areas of customer support & relations, coaching & teaching, staff training, troubleshooting, Q&A, problem resolution, and consulting, within a retail environment. The Pro’s primary role will be to provide training and support to our many customers and the Simply Answers team. The Pro position is a critical role in the company, and requires a well-rounded and determined individual that enjoys taking part in the growth of the company. In addition, this person should have the ability to develop and deliver dynamic training and consulting to individuals and large groups alike. The trainings include, but are not limited to: Community seminar classes, workshops, individual and small group one-on-one and individual product and solution consulting.
The Pro position is often the first impression that customers have of Simply Mac; as a result, it is paramount that Simply Answers staff uphold the highest standards of the company at all times, and exemplify the company’s mission statement and core values. Often times this initial contact is a perfect opportunity to recommend and help customers find the products and solutions that will make their computing experience converting and unique; therefore, this position must also understand and be capable of performing the sales process.
Core objective: A Pro will ensure delivery of the Simply Answers Program while fulfilling the Company Mission Statement and Core Values.
Duties:Position responsibilities:
Customer Service & Relations
• Follow Simply Mac’s mission statement
• Ensure all customers are assisted in a friendly, prompt, professional and ethical manner
• Ability to conduct initial troubleshooting, diagnostics, and basic repairs in a manner that reflects our a world-class experience and customer service.
Training and Support:
• Provide Product and Software coaching & training to customer and staff on (but not limited to) the following products:
o Mac OSX
o iLife Suite
o iWork Suite
o Microsoft Office
o Windows Solutions on OSX
o Aperture
o Adobe CS Suite
o Final Cut Studio X
o Other Third Party Productivity Apps Such As:
 Roxio Toast
 Quicken
• Provide Coaching and Training to customers in the following general areas:
o Managing Digital Life
 Music
 Photography
 Video Content
 Documents
o Computing Workflows
 Business Solutions
 Personal Finances
 Etc.
Development of Staff:
• Lead and develop Simply Answers staff to effectively fulfill the Simply Answers Program.
• Mentor employees in leadership and sales skills through the company’s sales programs– namely the big three of Meetings, Evaluations, and Routines
• Motivate, educate, and train employees on how to fulfill Simply Mac’s mission statement- namely to exceed customer expectation in friendliness, product knowledge, and salesmanship
• Conduct monthly performance evaluations of all employees
• Be fully certified and support all HR, Training, Finance, Marketing, and Operational initiatives
• Ensure that Simply Mac’s employee philosophy is inherent in all management approaches which is that all subordinates feel that their personal success is paramount in the eyes of their direct supervisor. This “caring” management attitude must be evident in all management activities
Accountability for Daily Operational Activities: (Each SA Rep will have accountability and ownership in the following areas)
• Follow Opening, Daily, and Closing Checklists (to uphold store appearance, cleanliness, and reputability standards)
• Conduct Simply Answers Procedures & Routines (without apathy)
• Meet Customer Survey standards for coaching, training, and consulting provided
• Maintain a clean and organized workspace environment
• Execute the branch routine
• Attend all required meetings
• Attend to and work toward Simply Answers Goals & Progress Program
• Weekly Training & Certification Goals & Initiatives
• SA Personal Incentive & Routine Incentive Goals
• Be a positive support and help to sales staff team and management.
• Look for opportunities to better the store and the customer experience
• Assure the quality experience as per our Mission Statement of our customers
• Obey all Policies and Procedures
• Protect the company against fraudulent and harmful activities
• Fulfill the Operational focus – The “Three Fold Focus” as it fits into the company “Big Three”
• Other duties as assigned
Qualifications:Essential skills and experience:
• Apple & Mac Experience
• 40+ hours a week (full time)
• Customer Service/Relations Experience
• Sales Experience Preferred
• Experienced & Proficient in Microsoft applications
Valued but not required skills and experience:
• Apple Certified in:
o Apple Sales Training Online (ASTO) – Product Professional
o Apple Certified Help Desk Specialist (ACHDS)
o Apple Certified Trainer – Pro Products (ACTPP)
o Apple Certified Technical Coordinator (ACTS)
• Associates Degree
• Minimum 3 year of retail sales experience preferred
• Ability and willingness to learn new products and services in a timely manner
• Knowledgeable and willing to learn current and future technology and solutions

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