Senior Floor Lead

Customer Service Representative

Responsible for setting the example of an ideal Customer Service Representative, assisting store management with operations, interacting with customers to solve issues and promote conflict resolution. Assist in the sales process and ensure the customer has the best possible experience. This role is a developmental opportunity in preparation for a management position.

Duties and Responsibilities

Provide leadership to develop employee career growth within the organization. Maintain a focus on customer service to ensure sales goals are met.

Performance Management

• Take charge in creating the best possible customer experience.
• Ability to maintain overall function of the store by ensuring higher standards of compliance than is required by law.
• Assist with store leadership needs as delegated by store leadership, to include but not limited to tasks such as opening and closing the store, ATF compliance procedures and tasks, and inventory maintenance.
• Delegate tasks as needed.

Leadership

• Teach and reinforce behaviors that result in associates and department leads delivering exceptional sales and service.
• Increase sales by coaching, training, motivating, and inspiring the team to ensure customers receive the best customer service possible.
• Ability to communicate effectively, coach and train staff for growth and developing company strength.
• Provide professional influence and mentoring to department leads to encourage and foster career growth.

Collaboration

• Provide guidance and participate in maintaining of store appearance.
• Facilitate change and new program implementation by effectively communicating new direction from corporate level by explanation, clarification, and implementation of new programs to gain efficiencies, increase sales and grow profits.
• Partner with retail management to establish and execute Retail strategies throughout all retail locations. Assess resources to include human capital and monitor progress and communicate adjustments as needed to management. Maintain Human Resource partnerships by setting expectations for staff development; effectively manage performance and assist with effective succession plans for CSRs and department leads by providing coaching, direction, and leadership.

Technical

• Assist with maintaining profitability by assisting with donations, small advertising expenditures, markdowns, communicating staffing needs, and productivity.
• Assist with operating registers, safe counting, closing/opening store duties, redundancies, and resolving customer service matters as needed.

Other

• All other duties as assigned.

Qualifications

Required Education and Experience

• High school diploma or GED required.
• At least 9 months experience in retail, or other service industry.

Knowledge and Skills

• Thorough knowledge of 4473 forms and FBI NICS system required.
• Proficient skills with computers, Excel and Outlook required.
• Knowledge of how to use NetSuite preferred.
• Able to manage people and processes; look for continuous improvement and implementation.
• Able to maintain professionalism at all times.
• Able to train others in their positions and demonstrate strong leadership.

Soft Skills

• Ability to lead, motivate, mentor, communicate and generally interact with people in a positive way.
• Strong interpersonal skills, including effective communication both orally and written.
• Positive attitude, goal driven, and focused on the overall strategic picture of the organization.
• Required to maintain confidentiality.

Working Conditions

This position may require regular evening and weekend work and may include holidays as well. As the figure of authority in the store you may have to deal with challenging customers from time to time.

Physical Requirements

Employee may experience the following physical demands for extended periods of time: Reading, writing, and speaking on all necessary forums, hearing, standing, walking, lifting up to 70lb, climbing, stooping and sitting. Must be able to operate a forklift.

Direct Reports: Not Applicable.

Must be at least 18 years of age.

Export Control Compliance Notice: This position may involve access to technology or software source code subject to U.S. export control laws (ITAR/EAR). Employment is contingent on verifying U.S. Person status or obtaining any necessary export license/confirming the availability of a license exception. Applicants must provide information for export control screening, which will be reviewed for compliance. Palmetto State Armory may elect not to pursue a license or exception and may decline to proceed with an applicant on that basis.