Customer Service Lead

Bass Pro Shops•Mitchell, SD

21d•Onsite

About The Position

Under the supervision of the Group Sales or Department Manager, the Team Leader gives daily direction to the associates in one of the departments within the store, to include: merchandise presentation, inventory control, pricing, sales enhancements, stocking, and customer service activities. The role involves supporting departmental goals, executing merchandising directives, ensuring a positive customer experience, and assisting with staffing, training, and performance management. The Customer Service Lead is also responsible for maintaining product knowledge, coordinating special events, and ensuring accuracy in inventory, pricing, and displays. They assist in carrying out supervisory responsibilities in accordance with company policies and applicable laws. A key aspect of the role is providing a legendary customer experience by identifying customer needs, making product recommendations, and promoting company programs.

Requirements

Minimum Degree Required: High School Diploma or equivalent
2 to 4 years in Retail Sales
Ability to calculate figures and amounts such as discounts, commissions, and percentages
Ability to read and analyze certain reports
Ability to effectively present information and respond to questions from Managers, associates, customers, and the general public
Ability to conduct meetings and presentations to groups
Proficiency with PC-based word processing, spreadsheets, data-based management and electronic point of sale and inventory management systems
Demonstrated strong interpersonal skills.
Ability to establish and maintain effective working relationships with co-workers, associates, customers and with the Corporate Staff

Nice To Haves

Supervisory experience is a plus

Responsibilities

Supports the GSM / DM in achievement of Departmental Sales, Gross Margin, Inventory Shrinkage and Payroll Goals.
Provides daily direction to the associates within the department.
Prepares to-do / Task lists.
Executes all merchandising directives i.e. “Top 25 list”, “Extreme Savings” items, etc. & maintain all plan-o-grams as set by the Corporate Office.
Insures a pleasant and productive shopping experience for all customers.
Assists the GSM / DM and Human Resources Manager to staff the department with “service” oriented associates; participates in interviewing and makes recommendations for selection; coordinates training; consults with GSM and gives input on preparation of performance appraisals; prepares weekly work schedules; coaches and motivates associates to promote positive customer relations and a productive team-oriented work environment.
Resolves customer and associate opportunities with GSM / DM and HR Manager.
Maintains a high level of personal Customer Service; achieves better than Company average customer service results (surveys, secret shops, etc.).
Remains Product “expert” through ongoing product knowledge training; conducts product demos to entire staff.
Assists the GSM / DM with coordination of all “Special Events”; maintenance of pricing and UPC integrity; determining proper assortments; accuracy of inventory; proper display, signing and pricing of all advertised items.
Assists the GSM / DM in carrying out Supervisory responsibilities in accordance with the Company’s policies and applicable laws, including interviewing, training, planning, assigning and directing work, measuring and evaluating performance, addressing complaints and resolving problems, maintaining a positive, harassment free working environment for all associates.
Provides a legendary experience for every customer, every time by assisting customers in making buying decisions by: identifying and evaluating customers' needs, making product recommendations based off of this analysis, promoting programs including, but not limited to CLUB Membership, VOC and In-Store Pick-up.
ALL OTHER DUTIES AS ASSIGNED