Retail Keyholder (Store 2722)

Job Description

Job Description

At GameStop, we are committed to providing exceptional service and delivering the latest and greatest in gaming products to our customers. As a leading global retailer of video games, electronics, and gaming merchandise, we take pride in offering a wide range of products that cater to the needs and desires of gamers worldwide. Our mission is to create unforgettable experiences for our customers by constantly pushing the boundaries of what's possible. Whether you're a hardcore gamer or just starting out, we've got something for everyone. Join us in our mission to shape the future of gaming and bring the best gaming products to the world! 

Working with minimal supervision, the Assistant Store Manager supports the Store Manager in all facets of store operations. Using elements of GameStop's buy, sell, trade, and reservation business model, the Circle of Life, the Assistant Store Manager develops and promotes a sales culture by creating individualized and complete solutions for every guest and providing outstanding guest service experiences through professional conduct and shared passion for gaming. You will be responsible for ensuring that products are easy to see and buy, building sales by sharing product and gaming knowledge with guests, providing a clean, organized environment in which to shop, and growing guest loyalty and repeat business. This position supervises Sales Associates and Retail Keyholders in the absence of the Store Manager.  

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES  

• Provide best-in-class guest service: promptly greet guests; respond to guest questions/concerns quickly, effectively, and courteously; assist guests with meeting their video gaming needs; inform guests of special promotions; recommend additional items as appropriate; apply all selling behaviors during every transaction and thank every guest for shopping at GameStop; prioritize guests over tasks and demonstrate that commitment by circulating throughout the store. 

• Support the total shopping environment, including visual and operational elements, current sales initiatives, and the guest relationships that lead to sales and repeat business. 

• Promptly and accurately process guest purchases/return transactions using Point‐of‐Sale (POS) computer system via PC keyboard, including making correct changes, placing merchandise in a bag, providing a receipt, and ensuring top notch guest service. 

• Respond to guest comments or questions in person or on the phone; answer phone calls promptly, courteously, and professionally, using the phone greeting provided by GameStop; when appropriate, escalate customer issues and complaints to the Store Manager in a timely and professional manner. 

• Promote GameStop’s unique guest benefits, e.g., new title reservations program, trade-in program, and Pro Rewards guest loyalty program. 

• Assist the Store Manager with setting guest service expectations for store associates and training store associates in all aspects of their job responsibilities, including company/store policies, procedures, practices, and guidelines. 

• Observe associate performance, provide timely and appropriate feedback to Store Manager, and address unsatisfactory performance as directed, ensuring all store associates are aligned with company and store guest service expectations. 

• Provide timely and appropriate recognition and feedback to all store associates concerning performance; regularly input written feedback for each store associate into Workday / HR service management system in partnership with the Store Manager. 

• In partnership with the Store Manager, ensure store associates have completed all onboarding, job training, and compliance training PRIOR to opening or closing a shift on their own. Associates should know all aspects of their jobs, including all company/store policies, inventory control and loss prevention practices including scam awareness, safety best practices, financial protocol, and ethical responsibilities. 

• Along with the Store Manager, schedule store associates ensuring that the scheduling guidelines are followed, and all breaks and meals are accounted for as required. Supervise staffing levels to achieve optimum guest service at all times and ensure that best‐in‐class guest service is consistently provided. 

• Approve payroll, enter paid time off e.g. wellness, make time edits, and verify that store associates are paid for all time worked. 

• Ensure that all areas of the store, including restrooms, are clean, organized, and merchandised per company guidelines and all store fixtures and equipment are in proper working order. 

• Ensure Omni-Channel orders are fulfilled and shipped daily. 

• Protect company assets through effective inventory control and loss prevention practices including scam awareness, safety best practices, and delivering bank deposits as required; visually inspect associates' packages and/or belongings at store closing or at the end of a shift as appropriate. Communicate any concerns or issues to the Store Manager. 

• Support store team in meeting and exceeding sales, profit, and shrink goals and complete required administrative and operational duties. 

• Perform store inventory counts, stock/restock merchandise on shelves and fixtures, and move products from the stock room to the front of the store to ensure that all products in the store are represented, organized, and alphabetized on the sales floor. 

• Count, balance, and reconcile daily business transaction totals correctly and accurately in the POS system. Ensure that all closeout paperwork for daily business transactions and bank deposit slips are completed correctly and accurately; ensure store has sufficient cash and change for sales transactions; make bank deposits daily or per established guidelines. 

• Verify all shipments for discrepancies/shortages and record any discrepancies in the POS system; conduct merchandise counts/inventories and communicate discrepancies to Store Manager/District Manager. 

• Process defectives/recalls and stock pulls accurately and promptly, ensuring that all boxes are properly labeled and include packing lists. 

• Maintain awareness of associate and guest safety; identify and immediately address potentially hazardous situations. Report any injuries promptly per company guidelines. 

• Assist in maintaining store records/files in a neat and organized manner; help ensure that manuals are up to date. 

• Supervise and delegate tasks to Sales Associates and Retail Keyholders in absence of Store Manager. 

• Consistently adhere to GameStop policies and procedures, including, but not limited to, all policies and procedures in the Associate Handbook and the Code of Standards, Ethics & Conduct. 

• Adhere to all opening and closing procedures. 

QUALIFICATIONS*  

• Must provide proof of identity and eligibility to legally work in the United States. 

• Must be at least 18 years old. 

• High school diploma or equivalent required; associate’s or accredited bachelor’s degree with an emphasis in business, marketing, merchandising, or related field preferred. 

• At least 6 months of retail management experience preferred. 

• At least 2 years of retail sales, guest service, and/or management experience preferred. 

• Video game knowledge preferred. 

KEY JOB SKILLS AND ABILITIES  

• Possess an outgoing and welcoming personality with strong people skills. 

• Provide genuine and individualized assistance to every guest during every visit. 

• Demonstrate clear verbal and written communication and listening skills, both in person and on the phone, using spoken and written English; bilingual English/Spanish speaking and writing skills preferred.  

• Achieve objectives in a fast-paced, rapidly changing environment. 

• Work independently and within a team to perform all tasks as assigned and in a timely manner. 

• Meet associate performance expectations, including, but not limited to, attendance, personal appearance, safety, and respectful workplace. 

• Operate Point-of-Sale (POS) computer system. 

• Possess basic mathematics (addition, subtraction, multiplication, division, currency) and alphabetizing skills. 

• Complete required paperwork properly. 

• Carry out instructions furnished in written, oral or diagram form. 

• Execute financial tasks in strict accordance with company policy. 

• Work a flexible schedule, including extended hours/days as necessary, including nights, weekends, and some holidays. Minimum of 3 days/week availability. 

• Constructively manage pressure and adapt to stressful situations without impact on guest interactions; be creative and a problem solver. 

• Be reliable and trustworthy; always use good judgment. 

• Able to work alone. Stand and move throughout the store unassisted for up to 12 hours per day. 

• Bend, stoop, crouch, balance, stretch, reach with arms/hands, climb on ladders, lift merchandise weighing up to 30 lbs. from ground level to minimum height of 4 feet, and utilize other basic fine and gross motor skills. 

• Possess or acquire during employment onboarding a working understanding of military ranks and related insignia (applies only to positions in stores located on military bases).  
  

Job descriptions are subject to change at any time based on business conditions/needs, including changes to the essential job duties, qualifications, and/or key job skills and abilities consistent with the position’s purpose. GameStop