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Under general supervision, the Military Retail Keyholder provides outstanding customer service experiences using elements of GameStop's Buy-Sell-Trade Model, The Circle of Life, and Solution Selling techniques. This position ensures products are easy to see and buy, shares product and gaming knowledge with customers, provides a clean, organized environment in which to shop, and creates customer loyalty and repeat business. This position will also assist the store management team in supervising store activities.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES*

• Selling Passion:  Enjoy active selling, including exploring and creating customer needs and closing the sale.  Utilize GameStop’s Solution Selling Tablet to serve each customer’s needs.  Demonstrate a passion for exceeding goals.
• Provide world-class customer service: promptly greet customers, respond to customer questions/concerns quickly, effectively and courteously, assist customers with meeting their video gaming needs, inform customers of special promotions, trade-in program, recommend additional items as appropriate, and thank every customer for shopping at GameStop; prioritize customers over tasks and demonstrate that commitment by circulating throughout the store, to assist them
• Promptly process accurate customer purchases/return transactions via Point-of-Sale (POS) computer system
• Respond to customer comments or questions in person or on the phone; answer phone calls promptly, courteously and professionally
• Assist with supervising staffing levels to achieve optimum customer service at all times and ensure that best in class customer service is consistently provided
• Solution Selling Focus:  Drive sales and customer loyalty by creating complete, lasting customer solutions. Demonstrate unique interest in every customer. Ask questions and makes recommendations in order to make technology easier and more affordable for every customer.
  • Promote GameStop’s unique customer benefits: new title reservations program and Power Up Rewards customer loyalty program.
• 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 customers, and others on the team.
  • Assist with supervising Military Retail Keyholders to achieve optimum customer service at all times and ensure that world‐class customer service is consistently provided.
  • Provide timely and appropriate feedback to the Assistant Store Manager concerning staff performance and address as directed.
  • Assist the Assistant Store Manager with training store associates in all aspects of their job responsibilities, including company/store policies procedures, and guidelines.
  • Maintain awareness of associate and customer 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 customer experiences in a consistently clean, neat, and well organized store.
• 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
• Assist store team in meeting sales, profit and shrink goals and accomplish administrative and operational duties set by Store Manager
• Count, balance and reconcile daily business transaction totals correctly and accurately in the POS system
• Ensure that the Playbook and all closeout paperwork for daily business transactions and bank deposit slips are completed correctly and accurately; assist management to ensure store has sufficient cash and change for sales transactions; make bank deposits daily per established guidelines
• Check shipments for discrepancies/shortages and record any discrepancies in the POS system
• Visually inspect associates' and managers' packages and/or belongings at store closing or at the end of a shift
• Supervise and delegate tasks to Military Retail Keyholders in absence of management
• Verify Military Retail Keyholders’ hours worked for the week and accurately close out the payroll week in absence of management.

RELATED COMPETENCIES

• Building Customer Loyalty – Effectively meets customer’s needs; builds productive customer relationships; takes responsibility for customer satisfaction and loyalty
• Contributing to Team Success – Actively participates as a member of a team to move the team toward the completion of goals
• Customer Focus – Makes customers and their needs a primary focus of one’s actions; develops and sustains productive customer relationships; seeks to understand and educate customers on product; takes action to meet customer 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

• At least 1 year of retail sales, customer service, and/or management experience required

• High school diploma or GED required

• Video game knowledge preferred

• Must be able to bend, stoop, reach with arms / hands, climb on ladders, and lift merchandise weighing up to 20 lbs. from ground      level to minimum height of 4 feet

• Must be able to work alone and move throughout the store unassisted for up to 10 hours

• Must have transportation to make bank deposits as required

MINIMUM QUALIFICATIONS, JOB SKILLS, ABILITIES

• Proficient customer service skills
• Ability to communicate effectively with others using spoken and written English; bilingual (English/Spanish) skills preferred
• Ability to work in a fast-paced, rapidly changing environment
• Ability to operate POS computer system and properly complete required paperwork
• Working understanding of basic math functions (add, subtract, multiply, divide)
• Working knowledge of alphabetizing
• Proficient self-motivation and ability to work as a team to complete necessary tasks in a timely manner
• Proficient problem solving skills and judgment abilities 
• Proficient ability to carry out instructions furnished in written, oral or diagram form 
• Ability to deliver bank deposits according to loss prevention safety guidelines
• Ability to work extended hours/days as necessary, including Sundays
• Ability to remain effective under pressure; ability to handle stress in a manner that is acceptable to others and to the organization
• Consistently demonstrates a commitment to GameStop policies and procedures, including but not limited to, attendance, confidentiality, conflict of interest, and ethical responsibilities