Empathetic Listener Jobs in Rochester, MI (NOW HIRING)

The Assistant Manager is a key leader responsible for upholding Disc Replay’s core values and ensuring that every Sales Associate provides an outstanding customer experience. This role centers on leading, managing, and holding accountable (LMA) the Sales Associate team, with a focus on hiring, training, performance management, and reinforcing company processes. The Assistant Manager is expected to proactively maintain a process-driven, people-focused environment and take ownership of the store’s customer service culture.

Key Responsibilities

Team Leadership & Management

• Oversee the Sales Associate Team, assisting in recruiting, onboarding, mentoring, coaching, and disciplinary actions as needed
• Lead, manage, and hold accountable the sales associate team, setting clear expectations and providing ongoing training and feedback
• Foster a culture that lives Disc Replay's core values and maintains a positive, professional in-store environment

Customer Experience

• Drive the customer service experience, ensuring staff deliver consistent, high-quality service
• Actively monitor and respond to customer feedback from reviews and in-store responses, using feedback to improve team performance breakdowns quickly
• Address and correct process breakdowns or misalignment with company core values

Staff Accountability & Performance

• Ensure all team members understand their role and are held accountable for their performance
• Deliver coaching and feedback and participate in regular team conversations to monitor fit and performance
• Proactively issue disciplinary action when standards are not met and resolve personnel issues early

Store Operations

• Lead shifts and ensure all store processes and procedures are being followed
• Assist with hiring and screenings to ensure that team culture is protected and the right people are in the right seats
• Support the Store Manager with additional perspectives on team fit for other roles, including Inventory Manager and Shift Supervisors

KPI Management & Reporting

• Responsible for key customer experience KPI's, such as how many customer reviews we're receiving and scores of those reviews.
• Provide weekly updates on KPI's to the Store Manager

Requirements

• Previous retail experience, preferably in a management or supervisory role.
• Strong understanding of customer service best practices, with a passion for training and developing others.
• Excellent communication and interpersonal skills, with the ability to foster teamwork and maintain morale.
• Familiarity with Disc Replay’s product categories (video games, electronics, movies, collectibles) is a plus.
• Strong organizational and multitasking skills
• Ability to work in a fast-paced retail environment
• Able to stand for long periods of time and safely lift 50lbs without assistance

Core Values

• Radical Honesty and Transparency: Speak the truth courageously and proactively share what needs to be shared.

• Resilient Optimism: Foster a supportive, uplifting environment and face challenges with a positive mindset.

• Empathetic Listener: Genuinely seek to understand others by listening with intention and care.

• Curious and Adaptive: Approach ideas with an open, curious mind and adjust thoughtfully to change.

• Accountable and Humble: Take ownership of everything in your sphere of influence—not just your mistakes, but any issue that affects the team or customer experience. Instead of placing blame, focus on solutions. Give credit to others and lead with integrity.

• Makes It Happen: Be proactive, reliable, and results-driven, with the grit to follow through and overcome obstacles.

Additional Responsibilities

• Support the Store Manager in administrative tasks, including but not limited to inventory counts, report generation, and loss prevention initiatives.

• Collaborate with the management team to implement promotional events, seasonal displays, and other store activities.

• Maintain a clean and well-organized store environment, following health and safety guidelines.

• Monitor store performance metrics, identifying areas for improvement and making recommendations to the Store Manager.

If you'd enjoy being in this type of environment, we'd love to hear from you!

At Disc Replay, we buy and sell video games, movies, electronics, and collectibles. Our customers bring us cool stuff all day long. We pay cash on the spot to buy their stuff and then we resell it to others. Disc Replay is a great environment to be in for video gamers, movie buffs, and those into pop culture.
Thanks for reading, and we'll see you at \The Replay\!