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Application Site: https://gapinc.taleo.net/careersection/10041_us_outlet1/jobdetail.ftl?job=522451&src=JB-10324
Customer Service Lead - Athleta - 1517 Third Ave.-01XPM-
Description
The Customer Experience Lead's primary responsibility is to assist the leadership team in overseeing the sales floor and ensuring a positive experience. The Lead will assist in aspects of store operation focusing primarily on the areas of customer engagement, including the sales floor, fitting room and cash wrap.
- Understands the holistic mindset of the Athleta brand and can bring it to life everyday
- Consistently treats everyone with respect and contributes to a positive work environment
- Brings Athleta to life (in this new retail expression), through creating a unique-to-brand shopping experience; fosters interaction similar to being a trusted friend and advisor through rapport & empathy
- Displays a "customer assistant" mindset at all times; does not leave the customer with anything to do
- Ability to do what's right while balancing brand policy guidelines to promote an in-service mindset
- Looks for ways to create an environment that welcomes innovation and values each employees' unique ideas and contributions
- Ensures desired brand experience is being fostered in-store through individual and team customer interactions
- Connects with customers by asking open-ended questions to assess customer needs and makes relevant merchandise/styling suggestions
- Drives store sales by authentically suggesting additional items to customers to meet their active lifestyle needs
- Stays current on all product knowledge and communicates features and benefits to customers to build customer knowledge and confidence in the product
- Assists customers in finding out-of-stock items via catalog or on-line, by using (back-order capability)?, or by finding substitutions for out-of-stock items (understands and leverages Call Center, catalog & website)
- Leads by example; mentors and positively influences others
- Sales Generation
- Stays current on goals and priorities as it relates to the selling floor
- Offers suggestions to the leadership team about how to improve daily sales trends
- Customer Experience
- Sets the example by role modeling great customer service
- Ensures that associates are upholding service standards
- Handles complex customer situations in compliance with policy and procedures; escalates issues as appropriate
- Staff Supervision
- Monitor floor coverage and zoning for the day
- Monitors cash wrap to ensure customers are provided service in accordance with customer service policies and cashier guidelines
- Coordinates associate breaks, lunches and shift changes
- Logs/reports to leadership team time and attendance infractions (sick/late/no show)
- Performs employee personal property checks
- Trains, coaches and directs associates on service and how to meet productivity standards
- Communicates development feedback of others to the leadership team
- Operations
- Responsible for store opening and closing.
- Upholds all company policies as outlined in the Policy and Produce Manual, including the Employee Policy Guide and Code of Business Conduct
- Enforces all Loss Prevention policies, and communicates violations to the leadership team and/or the COBC hotline
- Responsible for front-of-house receiving and assisting vendors
- Ensures company standards of neat, clean and organized sales floor, cash wrap and fitting room areas are met
- Performs all other duties as assigned
- Reports to a member of the Store Leadership Team
- Collaborates effectively across teams and with all Business Partners and departments as needed
Qualifications
- Ability to establish & maintain effective relationships with employees and customers
- Possesses a strong character/ethical core - distinctly knows the difference between doing what is right vs. doing the right thing
- Ability to interact cooperatively and work as a team towards a common goal
- Demonstrates a passion for delivering exceptional service everyday and inspires by example
- Demonstrates a "can-do" attitude, with drive and passion to sell and achieve all goals
- Ability to receive feedback and to take action when appropriate
- Skilled problem-solver, makes quality decisions, and follows written and verbal instructions to meet deadlines on tasks and projects
- Ability to communicate effectively
- Previous experience in retail preferred
- Ability to lift and carry 30 pounds
- Ability to maneuver around sales floor and stockroom
- Open availability and flexibility to work nights, weekends, store openings and closings to meet the needs of the business
- Experience supervising teams preferred
Primary Location
US-NY-NEW YORK
Full-Time / Part-Time
GID - Store Sales, Stock and Visual
