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Supervisor, Customer Service Leader

2 months ago

Burbank, California, United States Best Buy Full time

Job Summary:

The Supervisor, Customer Service role at Best Buy is a critical position that oversees all aspects of front counter operations at an individual store level. This includes cash handling, daily paperwork, alerts and Qs management, and support for open order reports for both Unidata and OMS.

This role provides support for safety and security for the entire store and assists the manager in hiring, coaching, developing, training, and performance management of the customer service and inventory teams.

Key Responsibilities:

  • Cash Handling and Operations: Ensures accurate cash handling, safe counts, and reconciliations, as well as completes all required paperwork associated with cash handling daily.
  • Customer Service: Provides expert customer service through initial greetings, efficient processing of customer transactions in both Unidata and OMS systems, and POS. Manages escalated customer service issues, if applicable.
  • Sales and Solutions: Offers complete solutions to customers at the time of POS transactions, including GSP, financing, BBY credit apps, and accessories, if applicable.
  • Alerts and Qs Management: Manages and monitors alerts and Qs daily to ensure no customer is disappointed.
  • Returns and Exchanges: Manages and monitors all customer returns and exchanges, adhering to all policies and procedures for accurate processing of these transactions.
  • NPS and Reviews: Drives NPS, Yelp, and Google reviews associated with checkout and the customer service area of the store.
  • Record Keeping and Documentation: Ensures accurate record keeping and documentation standards are maintained for all front counter operations, including daily paperwork, and supports open order reports for both Unidata and OMS when applicable.
  • Store Appearance: Ensures the front counter area is clean, organized, and free of clutter, following visual merchandising standards.
  • Inventory Management: Aids in research of inventory discrepancies and identifies missing product in partnership with inventory specialists.
  • Training and Development: Ensures proper training of all employees, assesses skills and knowledge of each team member, tailors training to specific needs, and creates individual learning and development plans to ensure each employee can contribute fully.
  • Communication and Teamwork: Prepares for and conducts team meetings, trainings, and other special events, communicating weekly, daily, and store goals to staff in a clear, accurate, and timely manner.

Basic Qualifications:

  • 1+ years of management or supervisory experience
  • 1+ years of sales or customer service experience

Preferred Qualifications:

  • 1+ years of retail experience
  • 1+ years of appliance or luxury products experience