Customer Service Team Lead- Full Time

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 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 the GSM/DM and Human Resources Manager in staffing the department with service-oriented associates, including interviewing, training, scheduling, coaching, and input on performance appraisals.
• Resolves customer and associate concerns with the GSM/DM and HR Manager.
• Maintains a high level of personal customer service, aiming for above-company-average results in surveys and secret shops.
• Serves as a product expert through ongoing training and 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 planning, assigning work, evaluating performance, and maintaining a harassment-free environment.
• Delivers 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 discounts, commissions, and percentages.
• Proficiency in reading and analyzing reports.
• Strong interpersonal and presentation skills for managers, associates, customers, and the public.
• Experience conducting meetings and group presentations.
• Proficiency with PC-based word processing, spreadsheets, database management, and electronic POS/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: constantly move objects up to 20 pounds; occasionally lift up to 100 pounds (team lift as needed).
• Occasionally work in tight/confined spaces and noisy environments.

Independent Judgement

Performs duties within the scope of company policies and objectives. Analyzes problems, performs needs assessments, and exercises independent judgment within accepted practices. Makes recommendations affecting policies, procedures, and practices.

Pay

$18.00 - $20.75 per hour.

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 and additional benefits.