Customer Service Team Lead

Bass Pro Shops•Christiana, DE

1d•$18 - $21

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 activities. The role supports departmental sales, gross margin, inventory shrinkage, and payroll goals while helping create a pleasant, productive shopping experience and a positive, team-oriented work environment. The Team Lead assists with staffing, interviewing, associate selection recommendations, training, work scheduling, coaching, performance feedback, and resolving customer and associate concerns. They maintain product knowledge, conduct product demonstrations, support special events, and help ensure accurate pricing, inventory, merchandise assortments, displays, signage, and plan-o-grams. They help customers make purchasing decisions by assessing needs, recommending products, and promoting programs such as CLUB Membership, VOC, and In-Store Pick-up. Other duties may be assigned.

Requirements

High school diploma or equivalent.
Two to four years of experience in retail sales.
Ability to calculate figures and amounts such as 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 systems, 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 role, including standing and walking throughout the shift; occasional ladder, stair, or ramp use; repetitive hand and wrist motions; occasional operation of machinery, power tools, motor vehicles, or heavy equipment; moving objects up to 20 pounds constantly and occasionally lifting or moving objects up to 100 pounds or more with team assistance as needed; and occasional work in confined or noisy spaces.

Nice To Haves

Supervisory experience.

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 plan-o-grams established by the Corporate Office.
Help ensure a pleasant and productive shopping experience for customers.
Assist with staffing, interviewing, selection recommendations, training coordination, work scheduling, performance feedback, coaching, and associate motivation.
Resolve customer and associate concerns in coordination with the Group Sales Manager or Department Manager and Human Resources Manager.
Maintain a high level of customer service and achieve customer-service results above the company average.
Maintain product expertise through ongoing training and conduct product demonstrations for staff.
Assist with special events, pricing and UPC integrity, merchandise assortments, inventory accuracy, and the display, signage, and pricing of advertised items.
Assist with supervisory responsibilities, including planning and assigning work, directing and evaluating performance, addressing complaints, resolving problems, and maintaining a positive, harassment-free work environment.
Assist customers with 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 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.