Customer Service Team Lead

Bass Pro Shops • Round Rock, TX

1d • Onsite

About The Position

Under the supervision of the Group Sales or Department Manager, the Customer Service Team Lead gives daily direction to associates in a store department. The role supports merchandise presentation, inventory control, pricing, sales enhancements, stocking, and customer service activities. It helps achieve departmental sales, gross margin, inventory shrinkage, and payroll goals while maintaining a pleasant and productive shopping experience.

The Team Lead assists with staffing, interviewing, associate training, work scheduling, performance input, coaching, and resolving customer and associate concerns. The role also supports merchandising directives, plan-o-grams, special events, pricing and UPC integrity, assortment decisions, inventory accuracy, and advertised-item displays. The Team Lead maintains product expertise, conducts product demonstrations, and helps customers make informed buying decisions, including promoting programs such as CLUB Membership, VOC, and In-Store Pick-up.

The position involves standing or walking for most of the shift, frequent communication, occasional ladder or stair use, repetitive hand and wrist motions, machinery or vehicle operation, and moving objects. Objects up to 20 pounds are moved constantly; objects up to 100 pounds or more may occasionally be moved with a team lift as needed. The role may also involve confined spaces and noisy environments.

Requirements

• High school diploma or equivalent.
• 2 to 4 years of experience in retail sales.
• Ability to calculate figures and amounts such as discounts, commissions, and percentages.
• Ability to read and analyze certain reports.
• Ability to present information effectively and respond to questions from managers, associates, customers, and the general public.
• Ability to conduct meetings and presentations for groups.
• Proficiency with PC-based word processing, spreadsheets, database management, electronic point-of-sale, and inventory-management systems.
• Strong interpersonal skills and ability to establish and maintain effective working relationships with coworkers, associates, customers, and corporate staff.
• Ability to meet the physical requirements of the position, including standing or walking constantly and moving objects up to 20 pounds constantly; occasional lifting or moving of objects up to 100 pounds or more may be required using a team lift as needed.

Nice To Haves

• Supervisory experience in retail sales.

Responsibilities

• Support the Group Sales Manager or Department Manager in achieving departmental sales, gross margin, inventory shrinkage, and payroll goals.
• Provide daily direction to department associates and prepare task lists.
• Execute merchandising directives and maintain corporate plan-o-grams.
• Help ensure a pleasant and productive shopping experience and provide a high level of customer service.
• Assist with staffing, interviewing, hiring recommendations, training, performance appraisal input, and weekly scheduling.
• Coach and motivate associates to foster positive customer relations and a productive, team-oriented work environment.
• Resolve customer and associate concerns with the Group Sales Manager or Department Manager and Human Resources Manager.
• Maintain product expertise through ongoing training and conduct product demonstrations for staff.
• Assist with special events, pricing and UPC integrity, assortment decisions, inventory accuracy, and the display, signing, and pricing of advertised items.
• Support supervisory activities, including planning and directing work, evaluating performance, addressing complaints, and resolving problems while maintaining a positive, harassment-free workplace.
• Help customers make buying decisions by identifying and evaluating their needs and making product recommendations.
• Promote programs including CLUB Membership, VOC, and In-Store Pick-up.
• Perform other duties as assigned.

Benefits

• Discounts on retail merchandise, restaurants, 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED