The Gulch
$17.00/hr + performance-based incentive opportunities
The Retail Sales & Service Advisor is responsible for delivering an exceptional customer experience while driving retail sales and supporting front-of-house operations within the repair shop. This customer-facing role focuses on sales, service intake, product education, and operational support while serving as the first point of contact for customers. This role sets the tone for the customer experience from greeting through checkout and serves as the store’s front-of-house selling specialist.
This position does not perform device repairs but plays a critical role in customer engagement, sales growth, and operational flow.
Key Responsibilities
Customer Experience & Service
- Greet customers and provide a welcoming, professional in-store experience
- Answer incoming calls and assist customers with service inquiries, pricing, and product information
- Manage customer check-in and check-out processes accurately and efficiently
- Educate customers on products, services, warranties, and available solutions
- Support customer satisfaction initiatives and encourage positive customer reviews, and take ownership of resolving customer escalations with professionalism and confidence
- Build customer loyalty through consistent, high-quality interactions across every visit
Sales & Revenue Generation
- Drive sales of retail products and services including connected home products, protection plans, accessories, refurbished devices, and related offerings
- Drive attachment and protection plan attach rates as a core sales performance metric
- Identify customer needs and recommend appropriate products and solutions
- Maintain and merchandise accessory wall displays and retail presentation standards
- Generate and follow up on customer leads and sales opportunities
- Meet or exceed individual sales and performance goals
Operational Support
- Assist with daily front-of-house operational tasks including cleaning and store organization
- Maintain accurate customer records and transaction documentation
- Support inventory awareness and retail readiness standards
- Collaborate with repair technicians and store leadership to ensure smooth customer handoffs and workflow, bridging the repair-to-sell handoff between Techs and the sales floor
Qualifications
Required
- Previous customer service or retail sales experience preferred
- Strong communication and interpersonal skills
- Comfortable working in a fast-paced, sales-driven environment
- Ability to multitask and manage customer interactions professionally
- Basic technical aptitude and willingness to learn product offerings
- Flexible availability including evenings, weekends, and holidays as needed
Preferred
- Experience in wireless, electronics, retail, or service-based environments
- Proven track record in sales or customer engagement roles
- Experience handling customer transactions and point-of-sale systems
Compensation Structure
- Hourly position with performance-based incentive opportunities
- Individual performance metrics tied to sales and customer experience outcomes
Core Competencies
- Customer Service Excellence
- Retail Operations Support
Reporting Structure
Reports To: Store Manager
