Supervisory Customer Experience Associate

Job Grade 2, Tier 1 – Retail Operations

About the role

As a Supervisor in Powerzone (Electronics), you will lead a team of passionate and knowledgeable Customer Experience Associates who strive to exceed customer expectations by focusing on extraordinary customer experiences. You are responsible for understanding sales goals, planning and executing daily/weekly workloads to deliver on department and store sales goals as well as customer engagement. You will create schedules that align with customer and business needs and lead a culture of accountability through clear expectations and performance management on critical service and engagement behaviors. You will quickly respond to and deescalate negative customer experiences and ensure that your team understands and is empowered to make things right for customers.

Responsibilities

• Promote a positive team and customer-centric culture.
• Lead a culture of accountability through clear expectations.
• Utilize business knowledge to understand, troubleshoot, and follow up on opportunity areas.
• Ensure customers have an extraordinary experience while shopping.
• Greet every customer with eye contact and a smile in your authentic way.
• Ensure a high level of customer satisfaction through excellent service.
• Greet each customer upon contact and/or line of sight, assess their needs, suggest alternative options, and provide resolution.
• Keep customer needs foremost and create a welcoming environment; actively engage and build trust to deliver a personalized shopping experience.
• Lead associates utilizing effective communication skills.
• Train and coach associates to ensure they are well-equipped to provide a personalized shopping experience.
• Ensure associates have product knowledge and sales skills to serve the customer in assigned area(s).
• Train/coach associates on merchandise presentation standards, including arranging space on the sales floor, setting up promotional fixtures, displaying promotional merchandise, signing, sizing, clearance, and cleanliness of the area.
• Ensure loss prevention and accountability procedures are followed and minimize all controllable expenses.
• Assure compliance with fire, safety, sanitation, and security regulations, as well as ensuring the security of fixed assets, cash, and inventory.
• Communicate performance expectations and maintain employee communication folders, including communication records, time and attendance records, job descriptions, and checklists.
• Provide effective feedback on adherence to established performance standards and recommend development opportunities.
• May operate a cash register or other sales-related equipment to enter new accounts, conduct sales, refunds, or similar transactions.
• May be required to verify and accept multiple tenders for payment and make change with accuracy and zero variance tolerance.
• Perform other duties as assigned.

Requirements

• Completion of high school or the equivalent.
• Retail experience.
• Demonstrated willingness and potential for additional responsibility.
• Previous experience in electronics preferred.
• Able to learn and adapt to current technology needs.
• Able to think quickly on the spot to answer customer questions.
• Able to take initiative.
• Able to share brand knowledge.
• Able to lead teams to meet organizational objectives.
• Excellent attention to detail.
• Willing to cross-train and work in other areas of the store, as needed.
• Must possess a welcoming and helpful attitude toward customers and other team members.
• Excellent communication skills.
• Basic computer skills.
• Previous retail supervisory experience preferred.

Pay

Minimum $20.54 – Maximum $28.00 per hour

Benefits

• Paid vacation and sick leave.
• Medical and dental insurance.
• Basic associate life, personal accident, and long-term care insurance.
• Flexible spending accounts.
• 401K plan.
• Holiday premium pay (double pay).
• Mass transportation reimbursement.
• Associate transfer program (ATP).
• Paid military leave.
• Personal accident insurance.
• FMLA and administrative leave.
• Employee assistance program (EAP).
• Traditional pension plan (for qualifying associates).
• Access to base facilities and mass transit program as a DoD employee.

Some benefits are subject to specific shifts and approvals per internal policies.