Service Engagement Specialist

Service Engagement Specialist

Reports To: Store Manager

Status: Non-Exempt

Boot Barn is where community comes first. We thrive on togetherness, collaboration, and belonging. We build each other up, listen intently, and implement out-of-the-box ideas. We celebrate new innovations, congratulate one another's achievements, and most importantly support each other.

At Boot Barn, we work together to make a positive impact on the world around us, and by working collectively with encouragement, we consider ourselves "Partners." With the values of the West guiding us, Boot Barn celebrates heritage, welcomes all, and values each unique Partner within our Boot Barn community.

Our vision is to offer everyone a piece of the American spirit one handshake at a time.

The Service Engagement Specialist is responsible for ensuring store safety and security for an assigned location. The Service Engagement Specialist assists in achieving business goals and objectives by creating an exceptional shopping experience for the customer while reducing store shrinkage, reducing theft-related incidents, and monitoring adherence to Boot Barn's store policies and procedures.

Essential Duties and Responsibilities

• Maintain a visible presence in the store while professionally greeting and engaging customers.
• Identify indicators of internal and external theft and work with the Regional Loss Prevention Manager and store leaders to quickly respond to and resolve incidents.
• Accurately complete incident reports and maintain apprehension and investigation records according to Boot Barn's standards.
• Collaborate with law enforcement agencies to report or investigate crimes.
• Communicate theft trends to nearby stores and districts to prevent further loss.
• Demonstrate high degree of professionalism in communication, attitude and teamwork with customers, teammates, corporate partners and vendors. Remain calm during high stress incidents.
• Demonstrate high level of quality work, attendance and appearance.

• Adhere to all local, federal and state laws in addition to Company policies, procedures, and practices.

• Perform any other duties that may be assigned by management.
• Maintain strict confidentiality.

Qualifications

• 1-2 years of customer service experience.
• Retail store loss prevention or security experience preferred, but not required.
• Ability to communicate with management and other employees effectively.
• Flexible schedule that meets the needs of the business (schedule may include evenings, weekends and holidays).
• Computer proficiency and working knowledge of Microsoft Office Applications.

Competencies

• Customer Centric/Sales Driven Assesses customer experience within the store and promotes a culture of customer engagement. Is attentive to customers and understands their needs, offers products that are aligned with the consumers' expectations. Continually searches for ways to improve customer service.
• Ensure Effective Communication - Listens carefully and attentively to others' opinions and ideas. Communicates information clearly, concisely, and professionally.
• Establish Trust - Follows through on commitments. Is honest and direct with others. Promotes a culture of respect for, commitment to, and compliance with Company values, beliefs, and standards. Ensures the protection of confidential information.

Boot Barn Benefits & Additional Compensation Opportunities

• Competitive hourly rate* ($17.00-$20.00) and monthly store sales bonus.
• Merchandise discount: 50% off of Exclusive Brands and 40% off of third-party brands.
• Paid Time Off plan for year-round Boot Barn Partners.*
• Medical, Dental, Vision and Life Insurance.*
• 401(k) plan with generous company matching.
• Flexible schedules and work/life balance.
• Opportunities for growth at every level we are opening 50+ new stores each year.

*For eligible Boot Barn Partners

*compensation varies based on geography, skills, experience, and tenure

Physical Demands

In general, the following physical demands are representative of those that must be met by a Partner to successfully perform the essential functions of this job. Reasonable accommodation may be made to allow differently abled individuals to perform the essential functions of the job.

• Standing, walking and squatting more than fifty percent of the work shift.
• Required to lift, move and carry up to 40 pounds.
• Ability to read, count and write to accurately complete all documentation and reports.
• Must be able to see, hear and speak in order to communicate with partners and customers.
• Specific vision abilities include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.
• Manual dexterity required using hands to finger; handle, feel and type; reach with hands and arms.

[ ] Sedentary: Limited activity, no lifting, limited walking

[ ] Light: Office work, some lifting, bending, stooping or kneeling, walking

[ X ] Moderate: Mostly standing, walking, bending, frequent lifting

[ ] Arduous: Heavy lifting, bending, crawling, climbing

Work Environment

In general, the following conditions of the work environment are representative of those that a Partner encounters while performing the essential functions of this job. Reasonable accommodation may be made to allow differently abled individuals to perform the essential functions of the job within the environment.

• The workspace is clean, orderly, properly lighted and ventilated with the proper safety compliance.
• Noise levels are considered moderate.

Boot Barn, Inc. reserves the right to make exceptions to modify or eliminate this document or its content. This document supersedes all previous policies, procedures or guidelines pertaining to this subject.

Our core value of community bands us together in supportive and inclusive ways to drive our collective success. Boot Barn provides equal employment opportunity to all applicants and employees without regard to race, color, religion, sex, sexual orientation, age, national or ethnic origin, veteran or military status, disability, as well as any other protected status under the law.