Customer Service Team Lead

About the role

Under the supervision of the Group Sales or Department Manager, the Team Leader provides daily direction to associates within a department, including merchandise presentation, inventory control, pricing, sales enhancements, stocking, and customer service activities.

Responsibilities

• Supports the GSM/DM in achieving Departmental Sales, Gross Margin, Inventory Shrinkage, and Payroll Goals.
• Provides daily direction to department associates.
• Prepares to-do/Task lists.
• Executes all merchandising directives (e.g., “Top 25 list,” “Extreme Savings” items) and maintains plan-o-grams as set by the Corporate Office.
• Ensures a pleasant and productive shopping experience for all customers.
• Assists the GSM/DM and HR Manager with staffing, interviewing, training, and performance appraisals; prepares weekly work schedules; coaches and motivates associates to promote positive customer relations and teamwork.
• Resolves customer and associate issues with GSM/DM and HR Manager.
• Maintains a high level of personal customer service and achieves better-than-company-average customer service results.
• Remains a product expert through ongoing training and conducts product demonstrations for staff.
• Assists the GSM/DM with coordination of special events, pricing and UPC integrity, assortment planning, inventory accuracy, and display/signing/pricing of advertised items.
• Assists the GSM/DM in carrying out supervisory responsibilities in accordance with company policies and applicable laws, including interviewing, training, assigning work, evaluating performance, addressing complaints, and maintaining a positive work environment.
• Provides a legendary customer experience by assisting customers in making buying decisions, identifying and evaluating needs, making product recommendations, and promoting programs such as CLUB Membership, VOC, and In-Store Pick-up.

Requirements

• Minimum Degree Required: High School Diploma or equivalent
• Experience: 2 to 4 years in Retail Sales
• Supervisory experience is a plus

Knowledge, Skills, and Ability

• Ability to calculate figures and amounts such as discounts, commissions, and percentages
• Ability to read and analyze certain reports
• Ability to effectively present information and respond to questions from managers, associates, customers, and the general public
• Ability to conduct meetings and presentations to groups
• Proficiency with PC-based word processing, spreadsheets, database management, and electronic point of sale and inventory management systems
• Demonstrated strong interpersonal skills; ability to establish and maintain effective working relationships with coworkers, associates, customers, and corporate staff

Physical Requirements

• Constantly stand and/or walk during shift
• Occasionally ascend or descend ladders, stairs, ramps, etc.
• Constantly communicate with others to exchange information
• Occasionally repeat motions that may include the wrists, hands and/or fingers
• Occasionally operate machinery and/or power tools
• Occasionally operate motor vehicles or heavy equipment
• Light work that includes moving objects up to 20 pounds constantly; may occasionally move and lift objects up to 100 pounds or more (utilizing a team lift as needed)
• Occasionally work in tight and confined spaces
• Occasionally work in noisy environments

Benefits

• Discounts on retail merchandise, restaurants, resorts, and conservation attractions
• Medical, Dental, Vision
• Health Savings Account
• Flexible Spending Account
• Voluntary benefits
• 401k Retirement Savings
• Paid holidays, vacation, and sick time
• Bass Pro Cares Fund