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Reporting to the Customer Experience Manager, the Customer Service Lead is responsible for day-to-day delegation and technical training of department staff, assigning work tasks, resolving escalated customer complaints and reporting concerns or issues of note in the department to the management team.
Responsibilities:
Assist the Department Manager in assigning work tasks to Outfitters;
Follow up to ensure timely and accurate completion of assigned work tasks;
Assist in the opening and closing of the department and retail facility;
Receive and direct incoming phone calls;
Resolve escalated customer service issues and questions in partnership with the Management team;
Provide technical leadership, coaching and development to a team of Outfitters in the department;
Ensure the department merchandising and housekeeping meet retail standards;
Prepare department for promotions and special events;
Maintain open communication between Outfitters and Department Managers through the use of the department communication binder, daily checklists, and effective timely verbal updates;
Partner with the Department Manager to maintain and adapt Outfitter shift schedules, communicating and resolving issues as they arise;
Ensure consistent delivery of superior customer service by cusomter experience team;
Issue and research lost gift cards as needed.
Qualifications:
Knowledge of company products, policies, and procedures, including firearms safety procedures;
Knowledge and experience in the use of products sold in the department;
Ability to communicate with various business contacts in a courteous and professional manner;
Ability to effectively function as a team player;
Ability to obtain or current Firearms P.A.L license;
Previous supervisory experience is an asset;
Full time availability requires 40 hours per week with no scheduling restrictions;
Experience with SAP systems is an asset.