Position Summary

The primary role of the Virtual Guest Engagement Lead is to support the Chat Leader in their effort to teach, train, and develop Chatters across the organization and help them become proficient in the virtual guest engagement model.

This will enable their team to exceed targeted sales and guest services metrics and help drive the in store Digital Experience.

Position Description

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Maintain a primary focus on demonstrating proper virtual guest engagement model behaviors, observing the behaviors of their team members, and achieving their own proficiently though Retail Chat Metrics

Act as a single point of contact to assist with Guest Escalations within In-store chat teams

Assists with Operational Tasks (Discounts, Exchanges, etc.)

Assists with Sales Partnerships (Overcoming objections)

Update Omni SharePoint / Yammer (Highlight Top Performers)

Completes Chat Store - Schedule

Document Chat Behaviors - Submit to Appropriate Store for Chat Leaders to review

Performs Weekly Mystery Shops to identify behavioral opportunities

Will require partnership with Guest Services, Distribution Center, and other Retail locations.

Ability to work weekends and most holidays

Able to work in a fast-paced environment

Qualifications

Education / Experience : High School Diploma or GED equivalent. 5 years of retail experience in a direct customer interactive environment required.

Big Box experience is preferred. Equivalent combination of education and experience will be considered.

Computer Skills : To perform this job successfully, an individual must have experience in Microsoft Office programs.

Position Hiring Range

The hiring pay range provides a guide for what we would reasonably pay for the position. Pay will be determined by several factors, including but not limited to : applicant’s education, relevant work experience, knowledge, skills and abilities, as well as internal equity and alignment with geographic market data.

Living Spaces reserves the right to modify this pay range at any time. P ay is determined by various factors including market demand, applicable skills, work experience and education, location, company budget, and in-demand skill sets.

Compensation : $21.05 - $27.35

Retail, Guest Services, and Distribution Center Team Members are eligible to receive team bonus based on meeting specific goals and KPI’s.

Last updated : 2024-07-02