Team Lead - Customer Service

Bass Pro Shops; Baltimore, Northern (MD, KY); Hybrid; USD 26,000 - 29,000; Full time

Benefits offered by this job

Employee discounts

Medical

Dental

Vision

401k Retirement Savings

Paid holidays

Paid vacation

Paid sick time

Bass Pro Cares Fund

Job summary

Bass Pro Shops in Baltimore seeks a Team Lead - Customer Service to direct daily department activities, manage staff performance, and ensure a premier shopping experience. You will implement planograms, support pricing, and assist in interviewing and training. The role emphasizes customer focus and teamwork.

The position offers full-time hours with competitive pay and Bass Pro benefits. A background in retail sales and supervisory potential is preferred.

Qualifications

• High School Diploma or equivalent.
• 2–4 years in Retail Sales.
• Supervisory experience is a plus.
• Ability to read reports and calculate figures.
• Strong interpersonal skills.
• Proficiency with PC-based software and POS/inventory systems.

Responsibilities

• Direct daily department activities and staff.
• Maintain pricing and planograms as directed by Corporate Office.
• Staff department with service-oriented associates; assist in interviewing and scheduling.
• Support achievement of sales, margin, inventory and payroll goals.
• Provide legendary customer service and product expertise to customers.

Skills

Retail Sales

Interpersonal skills

Supervisory potential

Presentation skills

Problem solving

Education

High School Diploma or equivalent

Tools

POS systems

Inventory software

Spreadsheets

Data reporting tools

Job description

## Team Lead - Customer ServiceApply: Baltimore, MD: Full time: Posted Today: End Date: October 31, 2026 (21 days left to apply): R270187***POSITION SUMMARY:***Under the supervision of the Group Sales or Department Manager, the Team Leader gives daily direction to the associates in one of the departments within the store, to include: merchandise presentation, inventory control, pricing, sales enhancements, stocking, and customer service activities.***ESSENTIAL FUNCTIONS:**** Supports the GSM / DM in achievement of Departmental Sales, Gross Margin, Inventory Shrinkage and Payroll Goals.* Provides daily direction to the associates within the department.* Prepares to-do / Task lists.* Executes all merchandising directives i.e. “Top 25 list”, “Extreme Savings” items, etc. & maintain all plan-o-grams as set by the Corporate Office.* Insures a pleasant and productive shopping experience for all customers.* Assists the GSM / DM and Human Resources Manager to staff the department with “service” oriented associates; participates in interviewing and makes recommendations for selection; coordinates training; consults with GSM and gives input on preparation of performance appraisals; prepares weekly work schedules; coaches and motivates associates to promote positive customer relations and a productive team-oriented work environment.* Resolves customer and associate opportunities with GSM / DM and HR Manager.* Maintains a high level of personal Customer Service; achieves better than Company average customer service results (surveys, secret shops, etc.).* Remains Product “expert” through ongoing product knowledge training; conducts product demos to entire staff.* Assists the GSM / DM with coordination of all “Special Events”; maintenance of pricing and UPC integrity; determining proper assortments; accuracy of inventory; proper display, signing and pricing of all advertised items.* Assists the GSM / DM in carrying out Supervisory responsibilities in accordance with the Company’s policies and applicable laws, including interviewing, training, planning, assigning and directing work, measuring and evaluating performance, addressing complaints and resolving problems, maintaining a positive, harassment free working environment for all associates.* Provides a legendary experience for every customer, every time by assisting customers in making buying decisions by: + identifying and evaluating customers' needs, + making product recommendations based off of this analysis, + promoting programs including, but not limited to CLUB Membership, VOC and In-Store Pick-up.* ALL OTHER DUTIES AS ASSIGNED***EXPERIENCE/QUALIFICATIONS:**** Minimum Degree Required: High School Diploma or equivalent* Experience: 2 to 4 years in Retail Sales* Supervisory experience is a plus***KNOWLEDGE, SKILLS, AND ABILITY:**** Ability to calculate figures and amounts such as discounts, commissions, and percentages* Ability to read and analyze certain reports* Ability to effectively present information and respond to questions from Managers, associates, customers, and the general public* Ability to conduct meetings and presentations to groups* Proficiency with PC-based word processing, spreadsheets, data-based management and electronic point of sale and inventory management systems* Demonstrated strong interpersonal skills. Ability to establish and maintain effective working relationships with co-workers, associates, customers and with the Corporate Staff***TRAVEL REQUIREMENTS:**** N/A***PHYSICAL REQUIREMENTS:**** Constantly stand and/or walk during shift* Occasionally ascend or descend ladders, stairs, ramps, etc.* Constantly communicate with others to exchange information* Occasionally repeat motions that may include the wrists, hands and/or fingers* Occasionally operate machinery and/or power tools* Occasionally operate motor vehicles or heavy equipment* Light work that includes moving objects up to 20 pounds constantly, may occasionally move and lift objects up to 100 pounds or more (utilizing a team lift as needed)* Occasionally work in tight and confined spaces* Occasionally work in noisy environments***INDEPENDENT JUDGEMENT***:* Performs duties within scope of general company policies, procedures, and objectives. Analyzes problems and performs needs assessments. Uses judgment in adapting broad guidelines to achieve desired result. Regular exercise of independent judgment within accepted practices. Makes recommendations that affect policies, procedures, and practices.Starting Pay Rate: $19.00 - $21.75**Full Time Benefits Summary:** Enjoy discounts on retail merchandise, our restaurants, world-class resorts and conservation attractions!* Medical* Dental* Vision* Health Savings Account* Flexible Spending Account* Voluntary benefits* 401k Retirement Savings* Paid holidays* Paid vacation* Paid sick time* Bass Pro Cares Fund* And more!**We will be accepting applications on an ongoing basis.**