Customer Service Team Lead, Full-Time
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. This role supports the GSM/DM in achieving departmental goals, provides daily direction to associates, prepares task lists, and executes merchandising directives. The Team Lead ensures a positive shopping experience, assists in staffing and training, resolves customer and associate opportunities, and maintains a high level of personal customer service. They also act as a product expert, assist with special events, pricing, inventory accuracy, and uphold company policies and laws in supervisory responsibilities. Additionally, they provide a legendary customer experience by identifying needs, making recommendations, and promoting company programs.
Requirements
- 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
Benefits
- Discounts on retail merchandise, restaurants, world-class resorts and conservation attractions
- Medical
- Dental
- Vision
- Health Savings Account
- Flexible Spending Account
- Voluntary benefits
- 401k Retirement Savings
- Paid holidays
- Paid vacation
- Paid sick time
- Bass Pro Cares Fund
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
