Guest Services Supervisor

The Buckle, Inc. • Kearney, NE

4d

About The Position

The Guest Services Supervisor assists with issue resolution by coaching Teammates, clarifying Guest complaints, determining causes, explaining solutions, expediting corrections or adjustments, and following up to ensure resolution. The position requires the ability to perform all job functions of a Guest Services Representative, Guest Services Specialist, and Guest Services Inventory Specialist, with consistently above-average productivity. The Supervisor anticipates Guest and Teammate needs, exceeds expectations, and implements creative solutions to provide exceptional service.

The role monitors email and phone communications with Stores, Guests, and other departments about merchandise transactions, including online and special orders. It handles confidential financial and personal information and must comply with Payment Card Industry (PCI) standards. The position serves as an escalation point for Guest Services Teammates and carries out supervisory responsibilities under organizational policies and applicable laws, including planning, assigning, and directing work; appraising performance; rewarding and disciplining Teammates; addressing complaints; and resolving problems.

The position regularly works in an office setting with a usually moderate noise level. Evening and weekend hours are required. The physical demands include regularly sitting, using hands to finger, handle, or feel, and talking or hearing; occasionally standing, walking, reaching, and stooping, kneeling, crouching, or crawling; and frequently lifting or moving up to 25 pounds. Required vision abilities include close, distance, color, peripheral, and depth perception, and the ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Requirements

• High school diploma or GED, six months of related experience and/or training, or an equivalent combination of education and experience.
• Ability to perform the essential functions of the position, with reasonable accommodations where applicable.
• Ability to work evenings and weekends.
• Ability to frequently lift and/or move up to 25 pounds.
• Ability to handle confidential financial and personal information and follow PCI compliance standards.

Responsibilities

• Monitor and assist Guest Services Specialists with live chat, Teammate purchases, Buckle Select, FedEx scheduling, and department training.
• Assist the Guest Services Assistant Manager and Manager with executing department duties and projects.
• Support and guide Guests with placing orders and identifying and resolving order issues.
• Use Buckle’s Point of Sale (POS) systems and AS400 to assist Guests.
• Identify and investigate possible fraudulent orders.
• Use knowledge of Buckle merchandise, including fit and style recommendations, merchandise details, and marketing signage, to answer Guest questions.
• Identify, investigate, and resolve inconsistencies in B-Rewards, Buckle Loyalty programs, Buckle Card, and the Buckle App.
• Complete 951 inventory.
• Provide a high level of customer service and contribute to a positive team spirit while fulfilling the mission statement.
• Carry out supervisory responsibilities, including planning, assigning, and directing work; appraising performance; rewarding and disciplining Teammates; addressing complaints; and resolving problems.
• Complete special projects and other duties as assigned.

What This Job Offers

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