PURPOSE OF JOB
Under the direction of the eBay Supervisor and utilizing knowledge from A+ certification, this role will be responsible for all aspects of repairing and selling of select merchandise via Staples’ eBay store.
PRIMARY DUTIES AND RESPONSIBILITIES
Provide coaching, guidance and support to a team of 11-16 associates in the roles of eBay Specialist and Sr. eBay Specialist.
Oversee and ensure all technology repairs and daily work achieves and maintains positive customer feedback, detailed selling rating (DSR) and the desired Bad Buyer Experience (BBE) score.
Schedule weekly team and 1 : 1 meetings as required ensuring team meets all deliverables.
Recruit, hire, manage, develop and evaluate performance of team via the Staples Performance Development Review program.
Address any disciplinary issues as required with guidance from the Sales Manager.
Under the direction of the Sales Manager, reviews inventory stock and weekly sales goals and sets schedule for priority items to be sold on eBay.
Oversees all warranty work on technology items by tracking warranty work in db, receiving applicable labour credits, parts etc and notifying team of warranty work.
Assist eBay Specialists and Sr. eBay Specialists with diagnostic, repairs, testing, cleaning of all technology products as required (typically covers any vacation, sick or high volume needs)
Assist Sales Manager and GM in driving key financial metrics including average selling price (ASP).
Assist eBay Clerk and / or Sales Manager in the investigation of any customer service issues with products.
Other duties as assigned to assist eBay team.
KNOWLEDGE / SKILL REQUIREMENTS
A+ certification is required
Experience fixing issues on computers and other products is required
Staples experience as a Resident Tech, Technology Consultant or Sr. eBay Specialist is preferred
Prior retail experience is an asset
Must have a good understanding of the eBay concept, the eBay website, and eBay store websites.
Strong technical skills and the ability to diagnose senior level technology issues
Good verbal and written communication skills
Strong PC skills (Word, Excel and Access)
1-3 years of supervisory experience
3-4 years of progressively responsible technical
Post Secondary degree in applicable field or related work experience
Staples is committed to providing accommodation to people with disabilities throughout the job application and interview process to the point of undue hardship.
If you require an accommodation during the application or interview process, please contact a Customer Care Representative at 1-866-782-7537