Guest Services Supervisor

Summary

The Guest Services Supervisor will assist in issue resolution by coaching Teammates, assisting with clarifying Guest complaints, determining the cause of the problem, selecting and explaining solutions, expediting corrections or adjustments and following up to ensure resolution. The Guest Services Supervisor will have the knowledge and ability to assist with all job functions of a Guest Services Representative, Guest Services Specialist and Guest Services Inventory Specialist with productivity consistently above average. The Teammate in this position is responsible for anticipating Guest and Teammate needs, exceeding expectations and implementing creative solutions to provide exceptional service. This position involves the monitoring of communication via email and phone with Stores, Guests and other departments regarding all merchandise transactions including online and special orders. The Guest Services Supervisor handles confidential financial and personal information and must follow all Payment Card Industry (PCI) compliance standards.

Special Hours Required:
Evenings and Weekends

Essential Duties and Responsibilities
This description intends to describe the general nature and level of work performed by Teammates assigned to this job. It is not intended to include all duties, responsibilities and qualifications. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Monitor and assist the Guest Services Specialists with the following responsibilities: live chat, Teammate purchases, Buckle Select, FedEx scheduling and department training.
• Assist the Guest Services Assistant Manager and Manager with the overall execution of department duties/projects.
• Support and provide guidance to Guests with placing orders, identifying and resolving order issues.
• Efficiently utilize Buckle’s Point of Sale (POS) systems and AS400 to provide assistance to Guests.
• Identify and investigate possible fraudulent orders.
• Demonstrate exceptional knowledge of Buckle merchandise to answer Guest questions. Buckle merchandise knowledge includes but is not limited to: fit and style recommendations, merchandise details and marketing signage.
• Identify, investigate, and resolve inconsistencies in B-Rewards, Buckle Loyalty programs, Buckle Card, and the Buckle App.
• Complete 951 inventory.
• Fulfill mission statement by performing job duties with a high level of customer service while contributing to a positive team spirit.
• Special projects and other duties as assigned.

Supervisory Responsibilities

This position serves as an escalation point for the Guest Services Teammates and carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include planning, assigning, and directing work; appraising performance; rewarding and disciplining Teammates; addressing complaints and resolving problems.

Education and/or Experience

High school diploma or general education degree (GED), six months related experience and/or training; or equivalent combination of education and experience.

Physical Demands

The physical demands described here are representative of those that must be met by a Teammate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the Teammate is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The Teammate is occasionally required to stand; walk; reach with hands and arms and stoop, kneel, crouch, or crawl. The Teammate must frequently lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment

While performing the duties of this job, the Teammate regularly works in an office setting. The noise level in the work environment is usually moderate.

Equal Employment Opportunity
Buckle is committed to hiring and developing the most qualified Teammates from the available workforce in the communities we serve.

Equal employment opportunity has been, and will continue to be, a fundamental principle at Buckle, where employment is based upon personal capabilities and qualifications without discrimination and retaliation because of veteran status, uniformed service member status, race, color, national origin or ancestry, creed, religion, sex, sexual orientation, gender identity or expression, age, pregnancy (including childbirth, lactation, and related medical conditions), national origin or ancestry, physical or mental disability, genetic information (including characteristics and testing), or any other protected characteristic as established by applicable local, state, or federal law. For state specific information, refer to the Teammate Center.