Customer Service Manager

Join the Boot Country Team! At Boot Country, every pair of boots tells a story. As a leader in the western and work boot industry, we proudly offer thousands of boots from top national brands, including Justin, J.B. Dillon, Masterson, Harley-Davidson, Sterling River, and many more. Our famous Buy One Pair, Get Two Pairs FREE promotion keeps customers coming back, and we're looking for an experienced, energetic leader who can help us deliver the exceptional customer experience our guests expect. We are currently seeking a Full-Time Customer Service Manager (CSM) to join our management team in downtown Nashville. Position Overview The Customer Service Manager partners closely with the General Manager to help lead the day-to-day operations of the store while leading by example on the sales floor. This is a hands-on, working manager position that combines leadership, customer service, team development, sales, and operational excellence. The ideal candidate is an energetic and confident leader who enjoys coaching and developing employees, solving problems, motivating a team, and creating an outstanding customer experience. You'll Be a Great Fit for This Role If: You have retail leadership or supervisory experience and are comfortable taking charge in a busy store environment. You enjoy working with people and know how to motivate, coach, and develop a team. You lead by example and aren't afraid to jump in and get the job done alongside your team. You have excellent customer service and communication skills and know how to handle challenging situations professionally. You're comfortable working toward sales goals and performance expectations. You're organized, dependable, and able to prioritize and make decisions in a fast-paced environment. You can keep your team focused, positive, and productive when the store gets busy. You have the ability to balance customer service, sales, staffing, and operational responsibilities throughout the day. You Thrive in Controlled Chaos Boot Country is located in the heart of downtown Nashville, where we experience heavy foot traffic, large crowds, and extremely busy sales days. This is a high-volume retail environment where things can move quickly. If you enjoy a fast-paced atmosphere, can stay calm under pressure, think on your feet, and keep your team focused when things get hectic, you'll fit right in. Flexible Availability Required Our stores are open seven days a week, so candidates must be available to work a flexible schedule, including days, evenings, weekends, and holidays. What You'll Do: Deliver an exceptional shopping experience by ensuring every guest receives friendly, knowledgeable, and attentive service. Lead, coach, and motivate the sales team to achieve sales goals while maintaining high customer service standards. Ensure the sales floor is appropriately staffed and associates are positioned strategically to maximize productivity and customer engagement. Lead by example on the sales floor and actively assist customers with product selection, fitting, and sales. Assist with daily store operations, including opening and closing procedures, cash handling, bank deposits, and receiving merchandise shipments. Ensure company merchandising standards are consistently maintained and the store remains clean, organized, and visually appealing. Set clear performance expectations and provide ongoing coaching, feedback, recognition, and accountability. Serve as Manager on Duty when scheduled, taking ownership of customer concerns, employee needs, and operational issues. Train and develop associates by strengthening their selling skills, product knowledge, and customer service techniques. Handle customer questions, concerns, and complaints promptly and professionally, working to create positive resolutions. Communicate effectively with the General Manager, store leadership, and corporate team regarding business needs, staffing, and operational priorities. Assist with recruiting, developing, motivating, and retaining high-performing team members. Foster a positive, respectful, and team-oriented work environment where employees feel supported and motivated to succeed. Address employee concerns professionally and help maintain a culture of accountability, teamwork, and respect. Why Join Boot Country? Competitive pay Performance-based bonus opportunities Health, dental, and vision insurance Paid time off Paid parking Generous employee discount Opportunities for career advancement and promotion from within Fun, supportive team environment Work in an exciting, high-energy retail environment in the heart of downtown Nashville If you're an enthusiastic retail leader who loves working with people, thrives in a high-energy environment, and is ready to make an impact on the sales floor, we want to hear from you! 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.