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 in one of the store’s departments. Responsibilities include merchandise presentation, inventory control, pricing, sales enhancements, stocking, and customer service activities.

Responsibilities

• Supports the Group Sales Manager / Department Manager in achieving departmental sales, gross margin, inventory shrinkage, and payroll goals.
• Provides daily direction to associates within the department and prepares 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 with staffing the department, including interviewing, training, scheduling, and performance appraisals; coaches and motivates associates to promote positive customer relations.
• Resolves customer and associate concerns with the Group Sales Manager / Department Manager and HR Manager.
• Maintains high personal customer service standards and achieves better-than-company-average customer service results.
• Serves as a product expert through ongoing training and conducts product demonstrations for staff.
• Assists with coordination of special events, pricing integrity, inventory accuracy, and proper display, signing, and pricing of advertised items.
• Carries out supervisory responsibilities in accordance with company policies and applicable laws, including planning, assigning, and directing work.
• Provides a legendary customer experience by identifying needs, making product recommendations, and promoting programs such as CLUB Membership, VOC, and In-Store Pick-up.
• Performs additional 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.
• Proficiency in reading and analyzing reports.
• Strong interpersonal and communication skills; ability to present information to groups and respond to questions from managers, associates, and customers.
• Experience conducting meetings and presentations.
• Proficiency with PC-based word processing, spreadsheets, database management, and electronic point-of-sale and inventory systems.
• 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 involving moving objects up to 20 pounds constantly; may occasionally lift objects up to 100 pounds (team lift as needed).
• Occasionally work in tight or 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.