Customer Service - Team Lead

Under the supervision of the Group Sales or Department Manager, the Team Leader gives daily direction to associates in one of the store’s departments, covering merchandise presentation, inventory control, pricing, sales enhancements, stocking, and customer service activities.

Responsibilities

• Support the GSM/DM in achieving departmental sales, gross margin, inventory shrinkage, and payroll goals.
• Provide daily direction to associates within the department.
• Prepare and execute to-do/task lists.
• Implement all merchandising directives (e.g., “Top 25 list,” “Extreme Savings” items) and maintain plan-o-grams as set by the Corporate Office.
• Ensure a pleasant and productive shopping experience for all customers.
• Assist the GSM/DM and Human Resources Manager in staffing the department with service-oriented associates; participate in interviewing, make hiring recommendations, coordinate training, consult on performance appraisals, prepare weekly work schedules, and coach/motivate associates to foster positive customer relations and a productive team environment.
• Resolve customer and associate concerns with the GSM/DM and HR Manager.
• Maintain a high level of personal customer service; achieve above-average customer service results (via surveys, secret shops, etc.).
• Serve as a product expert through ongoing training; conduct product demonstrations for staff.
• Assist the GSM/DM with special events, pricing/UPC integrity, assortment planning, inventory accuracy, and proper display, signing, and pricing of advertised items.
• Carry out supervisory responsibilities in accordance with company policies and applicable laws, including interviewing, training, planning, assigning work, measuring performance, addressing complaints, and maintaining a harassment-free workplace.
• Deliver a legendary customer experience by:
  • Identifying and evaluating customer needs.
  • Making product recommendations based on analysis.
  • Promoting programs such as CLUB Membership, VOC, and In-Store Pick-up.
• Perform all other duties as assigned.

Requirements

• High School Diploma or equivalent.
• 2 to 4 years of retail sales experience.
• Supervisory experience is a plus.

Skills

• Ability to calculate figures such as discounts, commissions, and percentages.
• Ability to read and analyze reports.
• Effectively present information and respond to questions from managers, associates, customers, and the public.
• Conduct meetings and presentations for groups.
• Proficiency with PC-based word processing, spreadsheets, database management, and electronic point-of-sale/inventory systems.
• Strong interpersonal skills; ability to establish and maintain effective working relationships with co-workers, associates, customers, and corporate staff.

Physical Requirements

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

Benefits

• Discounts on retail merchandise, restaurants, world-class resorts, and conservation attractions.
• Medical, dental, and vision coverage.
• Health Savings Account (HSA).
• Flexible Spending Account (FSA).
• Voluntary benefits.
• 401k Retirement Savings Plan.
• Paid holidays, vacation, and sick time.
• Bass Pro Cares Fund.
• Additional benefits available.