Customer Service Manager

About the position

If you are an experienced retail professional looking for an exciting opportunity to lead a team and drive sales, then we need to meet! Our Customer Service Managers make an incredible impact every day - on our customers, our teams, and our company. They lead, guide, teach, merchandise, process shipment, inspire, manage product, replenish, problem solve and more - in short, they truly are the heartbeat of our success. This position is full time, our store is open 7 days a week, shifts and hours will vary. The CSM will assist the Operations Manager in the daily operations of the store. This includes the responsibility of assisting the store in achieving its sales goals, meeting merchandising standards, employee questions or issues, and delivering operational excellence through effectively leading a team and providing each of our guests an exceptional experience. This position is a 'working manager' position and is expected to be working the sales floor.

Responsibilities

• Ensure that each Guest receives outstanding service by providing a friendly environment which includes greeting and acknowledging every guest, maintaining outstanding standards, solid product knowledge and all other components of service.
• Ensures sales team is strategically staffed and placed for enhanced productivity.
• Provide guidance and feedback to help others strengthen specific selling and product knowledge.
• Interacting with customers and handling customer queries and complaints in a timely manner.
• Effectively communicates with company leadership team, as needed.
• Review and improve organizational effectiveness by enforcing processes, overseeing employees, establishing a highly motivated work environment, and creating innovative approaches for improvement.
• Exemplify and uphold standards of excellence, integrity, and ethical principles.
• Provide guidance and feedback to help others strengthen specific knowledge/skill areas.
• Recruit, onboard, and train sales team to achieve sales, profitability, market share, and business plan objectives.
• Resolve internal staff conflicts efficiently and to the mutual benefit of those involved.

Requirements

• Previous retail management experience preferably in a supervisory role.
• Exceptional supervisory and management skills; ability to effectively coach team members on store policies, protocols and expectations; leads by example and effectively drives the performance of team members.
• Strong management, delegation, and communication skills.
• Strong written and verbal communication skills needed.
• Effective problem solving and communication with customers and team members.
• Applies common sense understanding and reasoning to make appropriate, timely decisions.
• Ability to work a flexible schedule to meet the needs of the business, which will require day, evening, weekends and may include overnight shifts and travel (as required).
• High School Diploma or GED.

Benefits

• Growth opportunities within the company.
• Competitive pay along with bonus opportunities (monthly and quarterly).
• Complete Benefit Package starting the first day of the month after your start date.
• Life & Short/Long-Term Disability Benefits.
• Free pair of boots and a generous employee discount.
• Company provided uniform.
• Flexible schedules to fit your lifestyle and career goals.
• Pay advance for early access to your paycheck.
• Employee Referral Program.