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in New York, NY

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Hours Full-time
Location New York, NY
New York, New York

About this job

Mosaic Sales Solutions is a full-service marketing agency that delivers successful brand experiences for various high profile clients directly to the people who buy them. Ad Age recently included us in their Best Places to Work in Marketing and Media list, and we are about to expand our team!

The Lead Trainer will supervise the training team and/or be the designated training expert, ensuring the team is provided with appropriate training and support for a broad level of users. Trainers are expected to available to support all areas of consumer and associate training, and service in the Samsung space as needed. This individual must be a goal-driven individual, expected to create and promote an extraordinary experience and a "consumer first" environment in a Samsung Center of Excellence. The Samsung Lead Trainer will work closely with all Samsung and agency management, as well as employees within the store, to build and maintain strong relationships, maintains morale, while providing the absolute best consumer experience.

The incumbent(s) in this position should exhibit the following ACOSTA values:
  • People Minded – Must show dignity and respect to all people
  • Integrity – Must exemplify the highest degree of ethical behavior
  • Results Oriented – Must show passion, pride and commitment to succeed
  • Trust – Must be honest, sincere and confident
  • Teamwork – Must build trusting relationships
  • Innovation – Must progress through a combination of creativity, common sense and vision
  • Balance – Must maintain an optimistic attitude and keep perspective on what is important in life
Essential Functions of this Position:
  • Manage and address Trainer and Associate consumer escalations
  • Share information and provide service that continuously enhances the consumer experience
  • Understand the challenges of being new to technology and show sensitivity to consumer's level of technical proficiency
  • Create experiences that promote excitement around Samsung ownership, empowering consumers to learn, create, and share
  • Lead new initiatives related to Samsung product and service training
  • Deliver training sessions in all areas pertaining to Samsung’s consumer and designated professional applications (Knox, MS Office), including the ability to demonstrate and offer support in all current versions of devices
  • Identify training opportunities; create and supervise structured development for the Trainer team
  • Manage candidates and mentors through becoming a Trainer
  • Consistently demonstrate excellent interpersonal, leadership, and coaching skills
  • Deliver coaching and feedback to Trainers based on observations of Client Training sessions
  • Provide training and coaching to store staff regarding customer training services
  • Partner with the Management Team to develop strategies to increase participation rates, decrease cancellations and no-shows, meet customer demand using member reporting data
  • Recommend complete solutions to meet consumers’ needs
  • Maintain knowledge of current promotions, store initiatives, and policy and procedure
  • Ensure compliance with daily break and meal period requirements of the Trainer team
  • Create ongoing business opportunities by offering services like Client Training and establishing learning relationships with customers.
  • Oversee floor experience - Act as Floor Leader to ensure consumers receive a world-class experience
  • Own Consumer Coordination and Welcome process
  • Support Team and assist with consumer interactions and transactions
  • Coach and counsel personnel on opportunities with consumer interactions, recognize positive performance and hold associates accountable for poor performance
  • Perform additional support /service functions within service/training environment as developed.
  • Other duties as assigned

Management and Development:
  • Inspire and engage associates by motivating team to succeed
  • Promote passion, pride and commitment
  • Lead by example (model Samsung’s 4E’s: Engage, Educate, Excite, Empower) and serve as a resource for product knowledge
  • Develop associates for growth and promotion by delegating appropriate responsibilities and inspecting completion
  • Improve associate engagement through appropriate behaviors and actions
  • Observe and coach associates to provide feedback around consumer experience technique effectiveness and providing excellent consumer service
  • Inspect that associates are properly trained on new products and promotions to demonstrate and discuss with confidence
  • Report concerns with associates’ knowledge and/or behavior, and provide additional coaching and/or discipline as appropriate
  • Responsible for activity in space at all times

Minimum Education Requirement:
  • Bachelor’s Degree and/or equivalent work experience

Qualifications

Experience Requirement:
  • BA/BS on equivalence in training. Technology field is preferred.
  • Samsung user experience is preferred
  • Three plus years’ experience using pro and consumer applications in a training environment. (Samsung hardware/software and Windows Applications)
  • Effective communication, presentation and interpersonal skills
  • Strong organizational skills with attention to detail
  • Supervisor experience a plus, retail sales experience preferred.
  • Teaching experience and a love of teaching all user levels. Ability to adjust teaching style and pace to meet individual customer needs.
  • Possess strong written and verbal communication, and working knowledge of 2010+ Microsoft Office Suite
  • Have a strong working knowledge of standard operating procedures
  • Experience conducting coaching, counseling and performance, positive reinforcement.

Knowledge, Skill and Ability Requirements (i.e. "planogram" software expertise, operations, scheduling, presentation skills):
  • Ability to perform up to six hours of Client teaching in a given workday
  • Clear, concise public speaking and presentation skills with the ability to exhibit an energetic and enthusiastic attitude and tremendous interpersonal communication skills
  • Experience in creative areas: music and sound editing, recording, digital photography, digital moviemaking, editing, and web design a plus
  • Strong interpersonal skills, team player, and the ability to work in a fast-paced environment
  • Specialist level knowledge and extensive experience with Windows 7 or higher, Office 2013 or higher, Tizen OS, Samsung Gear VR, Samsung Knox, and other Samsung consumer oriented products
  • Microsoft Suite (Excel, PowerPoint, Word) – Advanced skills
  • Adobe Suite (Illustrator, Photoshop, Premiere) – Proficient required, advanced skills a plus
  • G-Suite (Google Docs, Forms, Sheets) - Proficient required, advanced skills a plus
  • Familiar with carriers, big box, and consumer electronics
  • Comfortable educating and sharing product feature and benefit information with customers and retail associates/agents
  • Communicate effectively in group presentations and demonstrations
  • Independent and motivated team player
  • Strong interpersonal and customer service skills, team player, and ability to work in a fast-paced environment.
  • Ability to work 40 hours per week (FT) or more. Flexible to work any day of the week on a two-week rotating schedule. Occasionally work additional hours beyond normal schedule during peak workload demands.

If you are passionate about impacting people's lives by changing how they experience technology, apply to join our team today!

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 intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. Mosaic reserves the right to modify all or part of any job descriptions at its discretion in order to meet and or exceed the needs of the business.