Customer Service Team Leader

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, overseeing merchandise presentation, inventory control, pricing, sales enhancements, stocking, and customer service activities.

Responsibilities

• Support the Group Sales Manager (GSM) / Department Manager (DM) in achieving departmental sales, gross margin, inventory shrinkage, and payroll goals.
• Provide daily direction to associates within the department and prepare task lists.
• Execute 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, including participating in interviews, making hiring recommendations, coordinating training, preparing performance appraisals, and creating weekly work schedules.
• Coach and motivate associates to promote 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, achieving better-than-average results in customer service surveys and secret shops.
• Serve as a product expert through ongoing training and conduct product demonstrations for staff.
• Assist the GSM/DM with special events, pricing and UPC integrity, assortment planning, inventory accuracy, and display/signing/pricing of advertised items.
• Carry out supervisory responsibilities in accordance with company policies and applicable laws, including interviewing, training, planning, assigning work, evaluating performance, and addressing complaints.
• Provide 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 (minimum).
• 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.
• Effective communication with managers, associates, customers, and the public.
• Ability to conduct meetings and presentations.
• Proficiency with PC-based word processing, spreadsheets, database management, and electronic point-of-sale/inventory systems.
• Strong interpersonal skills and ability to build effective working relationships.

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 up to 100 pounds or more with assistance (team lift).
• 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 (HSA) and Flexible Spending Account (FSA).
• Voluntary benefits.
• 401k Retirement Savings Plan.
• Paid holidays, vacation, and sick time.
• Bass Pro Cares Fund and additional benefits.