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Working with direct or close supervision, the Military Guest Advisordelivers consistent world-class guest service experiences using elements of Company's Buy-Sell-Trade Model, The Circle of Life and Solution Selling techniques. This position ensures products are easy to see and to buy; sharing product and gaming knowledge; providing a clean, organized environment in which to shop; and providing every guest with outstanding shopping experiences that lead to higher units per transaction, higher guest service scores, higher levels of PowerUp Rewards participation, and generate guest interest in Company’s growing digital business initiatives. Associate will interact with a supervisor frequently during each work period. With the understanding that satisfying guests and resolving guest service issues is a routine expectation, most non-routine activities will require a supervisor’s advance approval.
ESSENTIAL JOB DUTIES AND RESPONSIBILITIES*
Selling Passion: Enjoy active selling, including exploring and creating guest needs and closing the sale. Utilize Company’s Solution Selling Tablet to serve each guest’s needs. Demonstrate a passion for exceeding goals.
Provide world-class guest service: promptly greet guests, respond to guest questions/concerns quickly, effectively and courteously, assist guests with meeting their video gaming needs, inform guests of special promotions, trade-in program, recommend additional items as appropriate, and thank every guest for shopping at Company; prioritize guests over tasks and demonstrate that commitment by circulating throughout the store, to assist them.
Promptly process accurate guest purchases/return transactions via Point-of-Sale (POS) computer system.
Respond to guest comments or questions in person or on the phone; answer phone calls promptly, courteously and professionally.
Promote Company’s new title reservation program and the PowerUp Rewards guest loyalty program
Assist supervisor to achieve optimum guest service at all times and ensure that best in class guest service is consistently provided
Adhere to all of Company's ESRB policies and procedures
Solution Selling Focus: Drive sales and guest loyalty by creating complete, lasting guest solutions. Demonstrate unique interest in every guest. Ask questions and makes recommendations in order to make technology easier and more affordable for every guest.
◦ Promote Company’s unique guest benefits: new title reservations program and PowerUp Rewards guest loyalty program.
◦ Promote Company’s emerging digital products to guests
◦ Respond to guest concerns quickly, effectively and courteously. Request management support as needed to ensure that every guest returns and recommends Company to others
◦ Demonstrate appreciation for guests by thanking them for their visits and their business
Team Support: Demonstrate a selfless commitment to others on the store team, including schedule and activity-based dependability, continuous improvement, and responding effectively to feedback. Actively seeks opportunities to contribute at higher level of service to the business, the guests, and others on the team.
◦ Show professionalism and enthusiasm by working well with others — deliver great team results
◦ Assist the team members with training store associates in all aspects of their job responsibilities, including company/store policies procedures, and guidelines.
◦ Assist store team in meeting sales, profit and shrink goals and accomplish administrative and operational duties set by Assistant Store Leader.
◦ Maintain awareness of associate and guest safety; identify and immediately address potentially hazardous situations.
Operational Agility: Respond rapidly, accurately, and consistently to all of the operational requirements essential for creating exceptional and profitable guest experiences in a consistently clean, neat, and well organized store.
◦ Provide a convenient, organized shopping experience by organizing merchandise according to Company's merchandising plan
◦ Create visual excitement and guest interest by keeping merchandise areas fully stocked and by ensuring that all products are represented on the sales floor
Assist managers with store inventory counts, stocking/restocking of merchandise on shelves and fixtures, and moving product from the stock room to the front of the store to ensure that all products in the store are represented, organized, and alphabetized on the selling floor
Comply with all selling, exchange and refund policies, including check and credit card acceptance procedures
Assist in checking shipments for discrepancies/shortages and record any discrepancies in the POS system
Recognize potential theft/loss situations and provide personal guest service to deter theft
Dust and clean shelves, counters, fixtures, merchandise, and store equipment
Organize backroom product, cash wrap back stock product, and store supplies
Pick up and discard paper, packing material, and any other debris
Demonstrate the behaviors expected of all Company associates, including a strong bias for action and drive for results; high levels of maturity and professionalism; providing effective feedback to others, a consistently high service orientation; and commitments to diversity, a respectful workplace, and integrity
Adhere to operational procedures and company policies and practices as communicated through the company handbook, procedure manual, Store Support Center and other communications including accurately recording all time worked as required
Manage relationships in a manner acceptable to others and to the organization
Building Guest Loyalty – Effectively meets guest’s needs; builds productive guest relationships; takes responsibility for guest satisfaction and loyalty
Contributing to Team Success – Actively participates as a member of a team to move the team toward the completion of goals
Guest Focus– Makes guests and their needs a primary focus of one’s actions; develops and sustains productive guest relationships; seeks to understand and educate guests on product; takes action to meet guest needs and concerns
Delegating Responsibility – Allocates task responsibility to appropriate others to maximize the organization’s and individual’s effectiveness
Energy- Consistently maintains high levels of activity or productivity; sustains long working hours when necessary; operates with vigor, effectiveness and determination over periods of time
BASIC AND PREFERRED QUALIFICATIONS (EDUCATION and/or EXPERIENCE)
Must be at least 18 years of age and present state-required proof of age documents
Must be able to bend, stoop, reach with arms / hands and lift merchandise weighing up to 20 lbs. from ground level to minimum height of 4 feet
Must be able to move throughout the store unassisted for up to 8 hours
Internal applicants must be meeting performance expectations in current position over the last 6 months
Working knowledge of computerized cash register system preferred
Previous retail or guest service experience preferred
Video game knowledge preferred, but not required
MINIMUM QUALIFICATIONS, JOB SKILLS, ABILITIES
Possess outgoing and friendly personality with strong guest service skills
Demonstrate clear verbal communication and listening skills, both in person and on the phone, using spoken English; bilingual English/Spanish speaking and writing skills preferred
Ability to work in a fast-paced, rapidly changing environment
Working ability to operate Point of Sale computer system
Possess working mathematical and alphabetizing skills
Working ability to complete required paperwork properly
Ability to bend, stoop, reach with arms / hands and lift merchandise weighing up to 20 lbs. from ground level to minimum height of 4, and climb on ladders
Ability to move throughout the store unassisted to provide guest service or perform tasks in any part of the store for up to 8 hours
Ability to comprehend and comply with all Company policies and procedures including, but not limited to, those related to attendance, confidentiality, conflict of interest, respectful workplace, and ethical responsibilities
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