Guest Services Supervisor

Buckle•Kearney, NE

4d•Onsite

About The Position

The Guest Services Supervisor will assist in issue resolution by coaching Teammates, assisting with clarifying Guest complaints, determining the cause of the problem, selecting and explaining solutions, expediting corrections or adjustments and following up to ensure resolution. The Guest Services Supervisor will have the knowledge and ability to assist with all job functions of a Guest Services Representative, Guest Services Specialist and Guest Services Inventory Specialist with productivity consistently above average. The Teammate in this position is responsible for anticipating Guest and Teammate needs, exceeding expectations and implementing creative solutions to provide exceptional service. This position involves the monitoring of communication via email and phone with Stores, Guests and other departments regarding all merchandise transactions including online and special orders. The Guest Services Supervisor handles confidential financial and personal information and must follow all Payment Card Industry (PCI) compliance standards. Special Hours Required: Evenings and Weekends

Requirements

High school diploma or general education degree (GED), six months related experience and/or training; or equivalent combination of education and experience.

Responsibilities

Monitor and assist the Guest Services Specialists with the following responsibilities: live chat, Teammate purchases, Buckle Select, FedEx scheduling and department training.
Assist the Guest Services Assistant Manager and Manager with the overall execution of department duties/projects.
Support and provide guidance to Guests with placing orders, identifying and resolving order issues.
Efficiently utilize Buckle’s Point of Sale (POS) systems and AS400 to provide assistance to Guests.
Identify and investigate possible fraudulent orders.
Demonstrate exceptional knowledge of Buckle merchandise to answer Guest questions. Buckle merchandise knowledge includes but is not limited to: fit and style recommendations, merchandise details and marketing signage.
Identify, investigate, and resolve inconsistencies in B-Rewards, Buckle Loyalty programs, Buckle Card, and the Buckle App.
Complete 951 inventory.
Fulfill mission statement by performing job duties with a high level of customer service while contributing to a positive team spirit.
Special projects and other duties as assigned.
Serves as an escalation point for the Guest Services Teammates and carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.
Responsibilities include planning, assigning, and directing work; appraising performance; rewarding and disciplining Teammates; addressing complaints and resolving problems.