Customer Service Manager

Description

If you are an experienced retail professional looking for an exciting opportunity to lead a team and drive sales, then we need to meet!

Our Customer Service Managers make an incredible impact everyday - on our customers, our teams and our company. They lead, guide, teach, merchandise, process shipment, inspire, manage product, replenish, problem solve and more - in short, they truly are the heartbeat of our success.

This position is full time, our store is open 7 days a week, shifts and hours will vary. The CSM will assist the General Manager and the Store Operations Manager in the daily operations of the store. This includes the responsibility of assisting the store in achieving its sales goals, meeting merchandising standards, employee questions or issues, and delivering operational excellence through effectively leading a team and providing each of our guests an exceptional experience. This position is a “working manager” position and is expected to be working the sales floor.

Full-time position and a competitive hourly wage with monthly bonus opportunities -

In addition, we offer a full benefit package, employee discount and free pair of boots.

Responsibilities:

• Ensure that each Guest receives outstanding service by providing a friendly environment which includes greeting and acknowledging every guest, maintaining outstanding standards, solid product knowledge and all other components of service.
• Ensures sales team is strategically staffed and placed for enhanced productivity. 
• Perform opening and closing routines including execution of bank deposits, receipt of shipment, and interpret/disseminate company directives.
• Set and reinforce clear and concise performance expectations, results goals, and accountability with all associates.
• Responsible for leadership tasks as delegated by the store manager including acting as manager on duty, when scheduled, to address customer experience or maintenance issues.
•  Provide guidance and feedback to help others strengthen specific selling and product knowledge.  
• Setting customer service goals for team members and helping them reach those goals. 
• Interacting with customers and handling customer queries and complaints in a timely manner. 
• Effectively communicates with company leadership team, as needed.
• Exemplify and uphold standards of excellence, integrity, and ethical principles.
• Attract, hire, develop, inspire, and retain top talent.
• Resolve internal staff conflicts efficiently and to the mutual benefit of those involved.

Qualifications:

• Prior experience in a manager role, preferably in a retail setting.
• Effective communication skills, being open to feedback, and the ability to adapt quickly.
• Ability to provide in the moment coaching to associates.
• Ability to de-escalate store and customer situations effectively.
• Must be available to work peak days and times, including varied shifts of evenings, weekends, and holidays.
• High school diploma, GED certificate, or Relevant Work Experience
• Ability to read, count and write to accurately complete all documentation.

Requirements

Essential Physical Requirements and Qualifications:

• Ability to freely access all areas of the store including selling floor, stock area, and register area.
• Ability to operate and use all equipment necessary to run the store.
• Ability to climb ladders, when needed to retrieve stock.
• Ability to move or handle merchandise throughout the store generally weighing 0-60 pounds.