Customer Service Team Lead

Bass Pro Shops • Lehi, UT

1d

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, including merchandise presentation, inventory control, pricing, sales enhancements, stocking, and customer service. The role supports departmental sales, gross margin, inventory shrinkage, and payroll goals while promoting a pleasant and productive shopping experience for customers.

The Team Lead helps staff the department with service-oriented associates, participates in interviews and selection recommendations, coordinates training, contributes to performance appraisals, prepares weekly schedules, and coaches associates. The role also supports merchandising directives, plan-o-grams, special events, pricing and UPC integrity, assortment decisions, inventory accuracy, and the display and pricing of advertised items. It provides product expertise and demonstrations, resolves customer and associate concerns, and helps customers make purchasing decisions by identifying their needs, recommending products, and promoting programs such as CLUB Membership, VOC, and In-Store Pick-up.

The position carries out supervisory responsibilities in accordance with company policies and applicable laws, including planning and assigning work, evaluating performance, addressing complaints, and maintaining a positive, harassment-free work environment. Other duties may be assigned.

Requirements

• High school diploma or equivalent.
• 2 to 4 years of experience in retail sales.
• Ability to calculate figures and amounts, including discounts, commissions, and percentages.
• Ability to read and analyze reports.
• Ability to present information effectively and respond to questions from managers, associates, customers, and the 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 stand and/or walk constantly during the shift and communicate constantly to exchange information.
• Ability to occasionally climb ladders, stairs, or ramps; repeat motions involving wrists, hands, or fingers; operate machinery, power tools, motor vehicles, or heavy equipment; and work in tight spaces or noisy environments.
• Ability to move objects up to 20 pounds constantly and occasionally move or lift objects up to 100 pounds or more using a team lift as needed.

Nice To Haves

• Supervisory experience.

Responsibilities

• Support the Group Sales Manager or Department Manager in meeting departmental sales, gross margin, inventory shrinkage, and payroll goals.
• Provide daily direction to department associates and prepare task lists.
• Execute merchandising directives and maintain plan-o-grams established by the Corporate Office.
• Help ensure a pleasant, productive shopping experience and maintain a high level of customer service.
• Assist with staffing, interviewing, selection recommendations, training, performance appraisal input, and weekly scheduling.
• Coach and motivate associates to support 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.
• Assist with supervisory functions, including planning and assigning work, directing associates, evaluating performance, addressing complaints, and resolving problems.
• Help customers make buying decisions by identifying and evaluating their needs, recommending products, and promoting 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 benefits.
• Dental insurance.
• Vision insurance.
• Health Savings Account.
• Flexible Spending Account.
• Voluntary benefits.
• 401(k) retirement savings.
• Paid holidays.
• Paid vacation.
• Paid sick time.
• Bass Pro Cares Fund.

What This Job Offers

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