Guest Services Manager jobs in Richmond, VA

GENERAL RESPONSIBILITIES:  Provide the highest level of attention and service to our guests.  Provide support from point of sale through delivery and any customer service post-delivery opportunities and ensure the stores profitability.

ESSENTIAL FUNCTIONS:

• Source, select and hire high performing/high potential talent.
• Continuous targeted coaching and development, adapting training content to align skills with strategy.
• Responsible for efficient problem resolution that results in win-win for our guests and our company.
• Partner weekly with Quality Assurance Manager to review returns process and delivery care drawbacks are handled promptly.
• Responsible for store audits, delivery confirmation processes. Ensure the maintenance and accuracy of all documents i.e. sales orders, finance paperwork, store closing reports and logistical calendar.
  • Partner with store leadership to work the reserve file, increasing delivered volume
  • Demonstrate a culture of respect, adaptability, multifunction capabilities and a strong work ethic.
• Assume Quality Assurance Manager duties as needed.
• Must be flexible with work schedules and be available, as needed.

POSITION RESPONSIBILITIES:

• Responsible for CPU orders: auditing, completing, and providing logs to Loss Prevention and to the Merchandising Manager.
• Responsible for assisting in the working of the reserve file, determine action and allocate for handling.
• Responsible for cash balancing the store at the end of each day. Responsible for monitoring petty cash settlement and replenishment as needed.
• Ensure that delivery confirmation occurs at point of sale and the ‘3 day out’ delivery confirmation, as well as our 2 day out service requests confirmation are done by GSC’s.
• Assist in sales training when appropriate (i.e. financing, computer, etc.). Develop and schedule on-going relevant focused training programs, enhancing soft and technical skills.
• Responsible for ensuring all outside communications get to the appropriate individuals or departments in a timely manner.
  • Process payroll and attendance management for direct reports.
  • Hold monthly one on one meetings with associate to provides individualized coaching and follow-up.
• Responsible for closing store when appropriate
• Responsible for general housekeeping of the office – keeping it sanitize and organized.
• Any other duties or responsibilities as assigned by management