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

• Supports the GSM/DM in achieving departmental sales, gross margin, inventory shrinkage, and payroll goals.
• Provides daily direction to associates within the department.
• Prepares to-do/task lists and 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 Human Resources Manager in staffing the department with service-oriented associates; participates in interviewing, makes hiring recommendations, coordinates training, consults on performance appraisals, prepares weekly work schedules, and coaches associates to promote positive customer relations.
• Resolves customer and associate opportunities with GSM/DM and HR Manager.
• Maintains high personal customer service standards; achieves above-average customer service results (surveys, secret shops, etc.).
• Serves as a product expert through ongoing training; conducts product demonstrations for staff.
• Assists the GSM/DM with special events, pricing/UPC integrity, assortment planning, inventory accuracy, and display/signing/pricing of advertised items.
• Carries out supervisory responsibilities in accordance with company policies and applicable laws, including interviewing, training, planning, assigning work, evaluating performance, and maintaining a harassment-free environment.
• Delivers 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.
• Performs 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 up to 100 pounds or more (team lift as needed).
• Occasionally work in tight and 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 and Flexible Spending Account.
• Voluntary benefits.
• 401k Retirement Savings Plan.
• Paid holidays, vacation, and sick time.
• Bass Pro Cares Fund.
• Additional benefits available.