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Team Leader, Customer Experience & Outreach ID - 12980

We inspire purpose-filled living that brings joy to the modern home. With a team of more than 8,000 associates spanning 130 store and distribution locations across the U.S. and Canada, we achieve together, drive results and innovate to inspire. Drawn together by a shared passion for our customers and a spirit of fun, we deliver high-quality home furnishings that are expertly designed, responsibly sourced and bring beauty and function to people’s homes. From the day we opened our first store in Chicago in 1962 to the digital innovations that engage millions of customers today, our iconic brand is nearly 60 years in the making—and our story is still unfolding.

We’re here for it. We think you should be too. We’re looking for a driven professional with an inclusive mindset to join our team as a Team Leader, Customer Experience & Outreach

Your upbeat attitude and ability to engage customers keeps the sales floor energized and Sales Associates motivated. Under the direction of the Assistant Store Leader, Design & Trade you lead your team to meet daily sales goals - and exceed customer expectations. With a constant eye on the sales floor, you adjust staffing as needed to be sure every customer gets personal attention. You're a mentor. You coach and develop creative ways to encourage your team to meet sales goals and turn out a top-notch performance every day. You provide productive feedback and thoughtful guidance to Sales Associates, grooming them for advancement on the sales team.

A day in the life as a Team Leader, Customer Experience & Outreach...

  • Lead designated functional team and manage associate workload as determined in partnership with the Assistant Store Leader.
  • Coach associates on exceptional performance and maintain a strong visible presence in the department/work area.
  • Partner with the Assistant Store Leader to train and develop associates on product knowledge, selling, customer service, operations, visual, policies and procedures, as applicable.
  • Maintain an understanding of new store initiatives and communicate changes to the Department Specialists and associates, ensuring adoption throughout the store, into steady state.
  • Focus on promoting and driving sales, maintaining an awareness of current product in store and not in store.
  • Review KPI results, working with Assistant Store Leader to identify opportunities and corrective actions.
  • Communicate regularly with the applicable functional Assistant Store Leader to review business results, execution of plans/strategies, customer feedback and associate performance.
  • Ensure all customers are provided gracious, quick and efficient service through setting expectations and modeling behaviors.

What You'll Bring To The Table...

We'd love to hear from you if you have...

  • 1+ years customer service or retail experience
  • Full-Time roles: Open availability to work flexible hours on weekdays, evenings and weekends
  • Part-Time roles: Availability to work two or more weekend days (Friday, Saturday, and/or Sunday) and at least one weekday or night
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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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