In-Home Coach ICP

Asurion; Baltimore (MD); Hybrid; USD 60,000 - 80,000; Full time

Job summary

Asurion is seeking a DES Coach in Baltimore, Maryland to supervise and coordinate the Delivery Expert Setup Operation. The Coach will motivate and develop a remote team to ensure exceptional customer service and follow through on tasks effectively.

The ideal candidate should have a bachelor’s degree and at least 1 year of supervisory experience, along with excellent communication and analytical skills.

Qualifications

• 1+ years of supervisory experience with a strong aptitude for motivating and coaching employees.
• Technical experience in assembling or disassembling electronic devices is preferred.

Responsibilities

• Supervise and coordinate daily activities of the Delivery Expert Setup Operation.
• Develop and guide a team of remote-based Technicians.
• Motivate experts and drive sales and customer service metrics.

Skills

Excellent interpersonal skills

Experience supporting and delivering on sales requirements

Excellent critical thinking skills

Excellent written and verbal communication skills

Time management

Ability to develop effective relationships

Soft/Leadership skills

Education

Bachelor’s degree or associate degree from an accredited institution

Job description

Position Overview

The DES Coach supervises and coordinates the daily activities of the Delivery Expert Setup Operation. The main responsibility of a Coach is to motivate, develop, and manage a team, develop and guide a team of remote-based Technicians across the U.S. to ensure their ability to provide outstanding customer service, offer our connected home product consistently, and follow through tasks effectively. Experts may be managed directly in market or remotely with their Coach acting as their primary point of contact.

Essential Job Skills / Duties

• Managing and instructing the daily activities team including using all available instruments to ensure effective supervision, planning, and managing functions
• Developing experts while driving sales, operational and customer service metrics by motivating experts, holding them accountable for their performance, and providing consistent and targeted feedback
• Demonstrating an understanding of sales behaviors and resources and customer service best practices while educating their teams on Asurion products to ensure we Serve, Solve, and Sell with every interaction
• Using data to develop action plans for the team to drive sales and operational performance consistent with Asurion’s Core Values
• Resolving client and internal complaints and questions
• Communicating solutions, effectiveness, best practices, and opportunities within the organization
• Adheres to internal standards, policies and procedures
• Performs other duties as assigned

Skills

• Technical skills: Excellent interpersonal skills—ability to develop effective relationships with internal and external professionals both virtually and face-to-face
• Excellent team developing skills
• Experience supporting and delivering on sales requirements
• Ability to plan well and prioritize multiple projects simultaneously
• Maintain character under tight pressure in an adaptable environment
• Excellent critical thinking skills to collect appropriate data and make good decisions quickly
• Excellent written and verbal communication skills
• Soft/Leadership skills: Active listener; strong communication - verbal and nonverbal
• Good analysis; solves basic problems
• Manages time; takes direction from leader
• Builds relationships with teammates
• Basic understanding of the products and services offered
• Adaptable to change; manages change in work priorities
• Contributing team member and pursues relationships to advance work
• Provides peer to peer feedback
• Inspires peers through engagement and team support
• Reliable transportation required in order to report daily to Forward Stocking Location

Education and Experience

• Required Education: Bachelor’s degree or associate degree from an accredited institution or equivalent work experience
• Required Experience: 1+ year(s) of supervisory experience with an excellent aptitude for motivating and coaching employees
• Preferred Education: Technical experience in assembling and/or disassembling electronic devices

Licenses / Certifications

• Required Licenses/Certifications: None
• Preferred Licenses/Certifications: Technical certifications preferred

Supervisory Responsibilities

5-15 employees

Physical Demands

• Stationary Position - Frequently
• Pushing/Pulling/Reaching - Seldom
• Climb - Seldom
• Kneel - Seldom
• Grab - Seldom
• Bend - Seldom
• Lift/carry over - Less than 5 LBS
• Vision - 20/20 Corrected Vision
• Hearing - Receive detailed information if spoken to

Working Conditions

• Wet or Humid – Choose an item.
• Working near or on moving mechanical parts – Choose an item.
• Working near or on heavy machinery – Choose an item.
• Working in high places – Choose an item.
• Exposed to fumes or airborne particles – Choose an item.
• Exposed to toxic or caustic chemicals – Choose an item.
• Frequency of working in outdoor weather conditions – Choose an item.
• Work with Electricity – Choose an item.
• Work with explosives – Choose an item.
• Work on or near a source of radiation – Choose an item.
• Loud noise conditions (above 87dB) – Choose an item.
• Other Environmental Factors including weather conditions

Equal Employment Opportunity

Asurion provides Equal Employment Opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national or origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.