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Gap Inc.

Customer Service Lead - Stonebriar Mall

The Customer Experience Lead's primary responsibility is to assist the leadership team in overseeing the sales floor and ensuring a positive experience. The Lead will assist in aspects of store operation focusing primarily on the areas of customer engagement, including the sales floor, fitting room and cash wrap.

  • Understands the holistic mindset of the Athleta brand and can bring it to life everyday
  • Consistently treats everyone with respect and contributes to a positive work environment
  • Brings Athleta to life (in this new retail expression), through creating a unique-to-brand shopping experience; fosters interaction similar to being a trusted friend and advisor through rapport & empathy
  • Displays a "customer assistant" mindset at all times; does not leave the customer with anything to do
  • Ability to do what's right while balancing brand policy guidelines to promote an in-service mindset
  • Looks for ways to create an environment that welcomes innovation and values each employees' unique ideas and contributions
  • Ensures desired brand experience is being fostered in-store through individual and team customer interactions
  • Connects with customers by asking open-ended questions to assess customer needs and makes relevant merchandise/styling suggestions
  • Drives store sales by authentically suggesting additional items to customers to meet their active lifestyle needs
  • Stays current on all product knowledge and communicates features and benefits to customers to build customer knowledge and confidence in the product
  • Assists customers in finding out-of-stock items via catalog or on-line, by using (back-order capability)?, or by finding substitutions for out-of-stock items (understands and leverages Call Center, catalog & website)
  • Leads by example; mentors and positively influences others
  • Sales Generation
  • Stays current on goals and priorities as it relates to the selling floor
  • Offers suggestions to the leadership team about how to improve daily sales trends
  • Customer Experience
  • Sets the example by role modeling great customer service
  • Ensures that associates are upholding service standards
  • Handles complex customer situations in compliance with policy and procedures; escalates issues as appropriate
  • Staff Supervision
  • Monitor floor coverage and zoning for the day
  • Monitors cash wrap to ensure customers are provided service in accordance with customer service policies and cashier guidelines
  • Coordinates associate breaks, lunches and shift changes
  • Logs/reports to leadership team time and attendance infractions (sick/late/no show)
  • Performs employee personal property checks
  • Trains, coaches and directs associates on service and how to meet productivity standards
  • Communicates development feedback of others to the leadership team
  • Operations
  • Responsible for store opening and closing.
  • Upholds all company policies as outlined in the Policy and Produce Manual, including the Employee Policy Guide and Code of Business Conduct
  • Enforces all Loss Prevention policies, and communicates violations to the leadership team and/or the COBC hotline
  • Responsible for front-of-house receiving and assisting vendors
  • Ensures company standards of neat, clean and organized sales floor, cash wrap and fitting room areas are met
  • Performs all other duties as assigned
  • Reports to a member of the Store Leadership Team
  • Collaborates effectively across teams and with all Business Partners and departments as needed

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2601 PRESTON ROAD

75034

Qualifications:

  • Ability to establish & maintain effective relationships with employees and customers
  • Possesses a strong character/ethical core - distinctly knows the difference between doing what is right vs. doing the right thing
  • Ability to interact cooperatively and work as a team towards a common goal
  • Demonstrates a passion for delivering exceptional service everyday and inspires by example
  • Demonstrates a "can-do" attitude, with drive and passion to sell and achieve all goals
  • Ability to receive feedback and to take action when appropriate
  • Skilled problem-solver, makes quality decisions, and follows written and verbal instructions to meet deadlines on tasks and projects
  • Ability to communicate effectively
  • Previous experience in retail preferred
  • Ability to lift and carry 30 pounds
  • Ability to maneuver around sales floor and stockroom
  • Open availability and flexibility to work nights, weekends, store openings and closings to meet the needs of the business
  • Experience supervising teams preferred
Job ID: 9e47cea67eb46f277a3de0940f670ab5
Employment Type: Other

Perks and Benefits

  • Health and Wellness

    • Health Insurance
    • Health Reimbursement Account
    • Dental Insurance
    • Vision Insurance
    • Life Insurance
    • Short-Term Disability
    • Long-Term Disability
    • FSA
    • FSA With Employer Contribution
    • HSA
    • HSA With Employer Contribution
    • Pet Insurance
    • Mental Health Benefits
    • Virtual Fitness Classes
  • Parental Benefits

    • Fertility Benefits
    • Adoption Assistance Program
    • Family Support Resources
  • Work Flexibility

    • Remote Work Opportunities
    • Hybrid Work Opportunities
  • Office Life and Perks

    • Commuter Benefits Program
    • Casual Dress
    • On-Site Cafeteria
  • Vacation and Time Off

    • Paid Vacation
    • Paid Holidays
    • Leave of Absence
    • Volunteer Time Off
  • Financial and Retirement

    • 401(K)
    • 401(K) With Company Matching
    • Stock Purchase Program
    • Performance Bonus
    • Relocation Assistance
    • Financial Counseling
  • Professional Development

    • Tuition Reimbursement
    • Promote From Within
    • Mentor Program
    • Shadowing Opportunities
    • Access to Online Courses
    • Lunch and Learns
    • Associate or Rotational Training Program
  • Diversity and Inclusion

    • Diversity, Equity, and Inclusion Program
    • Employee Resource Groups (ERG)

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