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 guide a team of remote 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 remote 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 functionsDeveloping experts while driving sales, operational and customer service metrics by motivating experts, holding them accountable for their performance, and providing consistent and targeted feedbackDemonstrating 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 interactionUsing data to develop action plans for the team to drive sales and operational performance consistent with Asurion’s Core ValuesResolving client and internal complaints and questionsCommunicating solutions, effectiveness, best practices, and opportunities within the organizationAdheres to internal standards, policies and proceduresPerforms 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-faceExcellent team developing skillsExperience supporting and delivering on sales requirementsAbility to plan well and prioritize multiple projects simultaneouslyMaintain character under tight pressure in an adaptable environmentExcellent critical thinking skills to collect appropriate data and make good decisions quicklyExcellent written and verbal communication skills

Soft/Leadership skills:

Active listener; strong communication - verbal and nonverbalGood analysis; solves basic problemsManages time; takes direction from leaderBuilds relationships with teammatesBasic understanding of the products and services offeredAdaptable to change; manages change in work prioritiesContributing team member and pursues relationships to advance workProvides peer to peer feedbackInspires peers through engagement and team supportReliable transportation required in order to report daily to Forward Stocking Location

EDUCATION AND EXPERIENCE:

Required Education and Experience

Bachelor’s degree or associate degree from an accredited institution or equivalent work experience1+ year(s) of supervisory experience with an excellent aptitude for motivating and coaching employeesMust have a minimum of 2 months tenure in current rolePerformance rating must be Strong or aboveNot enrolled in PIP, Written Warning, Final Warning or higher disciplinary actionCandidates must be currently in market

Preferred Education and Experience

Technical experience in assembling and/or dissembling electronic devices preferred

LICENSES / CERTIFICATIONS:

Required Licenses/Certifications

None

Preferred Licenses/Certifications

Technical certifications preferred

SUPERVISORY RESPONSIBILITIES:

15-20 employees

TRAVEL REQUIREMENTS:

Travels: Yes

Percent of time: 30%

Overnight required: Yes  

PHYSICAL DEMANDS:

If one-third of the time – “seldom” or “occasionally” If one-third to two-thirds of the time or more occasionally to frequently” If more than two-thirds of the time – “constantly”]

Stationary Position - FrequentlyPushing/Pulling/Reaching - SeldomClimb - SeldomKneel - SeldomGrab - SeldomBend - SeldomLift/carry over - Less than 5 LBSVision - 20/20 Corrected VisionHearing -   Receive detailed information if spoken to

Note: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, working conditions, physical demands, and activities my change or new ones may be assigned at any time with or without notice.

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 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.