Customer Service Team Lead

Bass Pro Shops - Oklahoma City, OK

Full-time - Entry Level

Oklahoma City, OK

Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers

About the position

The Customer Service Team Lead position at Cabela's involves providing daily direction to associates within the store's department, ensuring that all customer service activities are executed effectively. Under the supervision of the Group Sales or Department Manager, the Team Lead plays a crucial role in achieving departmental sales goals, managing inventory, and enhancing the overall shopping experience for customers. This position requires a proactive approach to merchandising, including the execution of corporate directives and maintaining plan-o-grams. The Team Lead is responsible for preparing task lists, coaching associates, and fostering a positive work environment that promotes teamwork and customer satisfaction. In addition to daily operations, the Team Lead assists in staffing the department with service-oriented associates, participating in the interview process, coordinating training, and preparing weekly work schedules. The role also involves resolving customer and associate issues in collaboration with management and maintaining high standards of personal customer service. The Team Lead is expected to remain knowledgeable about products through ongoing training and to conduct product demonstrations for the staff. Furthermore, the position includes responsibilities related to special events, pricing integrity, inventory accuracy, and ensuring compliance with company policies and applicable laws. Ultimately, the Customer Service Team Lead is tasked with providing a legendary experience for every customer by understanding their needs, making informed product recommendations, and promoting various programs such as CLUB Membership and In-Store Pick-up. This role is essential in driving sales and ensuring that the department meets its performance goals while maintaining a positive and productive work environment.

Responsibilities

• Supports the GSM / DM in achievement of Departmental Sales, Gross Margin, Inventory Shrinkage and Payroll Goals.
• Provides daily direction to the associates within the department.
• Prepares to-do / Task lists.
• Executes all merchandising directives and maintains all plan-o-grams as set by the Corporate Office.
• Insures a pleasant and productive shopping experience for all customers.
• Assists the GSM / DM and Human Resources Manager to staff the department with service-oriented associates; participates in interviewing and makes recommendations for selection; coordinates training; consults with GSM and gives input on preparation of performance appraisals; prepares weekly work schedules; coaches and motivates associates to promote positive customer relations and a productive team-oriented work environment.
• Resolves customer and associate opportunities with GSM / DM and HR Manager.
• Maintains a high level of personal Customer Service; achieves better than Company average customer service results.
• Remains Product expert through ongoing product knowledge training; conducts product demos to entire staff.
• Assists the GSM / DM with coordination of all Special Events; maintenance of pricing and UPC integrity; determining proper assortments; accuracy of inventory; proper display, signing and pricing of all advertised items.
• Assists the GSM / DM in carrying out Supervisory responsibilities in accordance with the Company's policies and applicable laws, including interviewing, training, planning, assigning and directing work, measuring and evaluating performance, addressing complaints and resolving problems, maintaining a positive, harassment-free working environment for all associates.
• Provides a legendary experience for every customer by assisting customers in making buying decisions.

Requirements

• Minimum Degree Required: High School Diploma or equivalent
• Experience: 2 to 4 years in Retail Sales
• Supervisory experience is a plus
• Ability to calculate figures and amounts such as discounts, commissions, and percentages
• Ability to read and analyze certain reports
• Ability to effectively present information and respond to questions from Managers, associates, customers, and the general public
• Ability to conduct meetings and presentations to groups
• Proficiency with PC-based word processing, spreadsheets, data-based management and electronic point of sale and inventory management systems
• Demonstrated strong interpersonal skills.

Benefits

• Enjoy discounts on retail merchandise, our restaurants, world-class resorts and conservation attractions!