Job Description

Customer Service Manager- Opry Mills Mall

Join the Boot Factory Outlet Team!

At Boot Factory Outlet, every pair of boots tells a story. As a leader in the western and work boot industry, we proudly offer thousands of boots from top national brands including Justin, J.B. Dillon, Masterson, Harley-Davidson, Sterling River, and many more.

Our famous Buy One Pair, Get Two Pair FREE promotion keeps customers coming back, and we're looking for a passionate leader to help us deliver an exceptional shopping experience.

We are currently seeking a full-time Customer Service Manager (CSM) to join our management team.

Our stores are open seven days a week, so candidates must be available to work a flexible schedule, including days, evenings, weekends, and holidays.

The Customer Service Manager partners with the General Manager to oversee the daily operations of the store while leading by example on the sales floor. This is a working manager role that combines leadership, customer service, team development, and operational excellence.

The ideal candidate is an energetic leader who enjoys coaching others, solving problems, creating an outstanding customer experience, and motivating a team to achieve sales goals.

What You'll Do:

• Deliver an exceptional shopping experience by ensuring every guest receives friendly, knowledgeable, and attentive service.
• Lead, coach, and motivate the sales team to achieve sales goals and provide outstanding customer service.
• Ensure the sales floor is appropriately staffed, and associates are strategically positioned for maximum productivity.
• Assist with daily store operations, including opening and closing procedures, cash handling, bank deposits, and receiving merchandise shipments.
• Execute company merchandising standards and ensure the store is clean, organized, and visually appealing.
• Set clear performance expectations and provide regular coaching, feedback, and recognition to team members.
• Serve as Manager on Duty when scheduled, resolving customer concerns and operational issues quickly and professionally.
• Train and develop associates by strengthening their selling techniques and product knowledge.
• Handle customer questions, concerns, and complaints promptly while creating positive resolutions.
• Recruit, develop, inspire, and retain high-performing team members.
• Lead with integrity, accountability, and a commitment to Boot Factory Outlet's values and standards.

What We're Looking For

• Previous retail leadership or customer service management experience preferred. (minimum two years)
• Strong leadership, communication, and interpersonal skills.
• Ability to motivate, coach, and develop a successful sales team.
• Excellent customer service and conflict-resolution abilities.
• Strong organizational skills with the ability to multitask in a fast-paced retail environment.
• Flexible availability, including evenings, weekends, and holidays.

Why Join Boot Factory Outlet?

• Competitive pay
• Free pair of boots upon hire
• Performance-based bonus opportunities
• Health, dental, and vision & insurance
• Paid time off
• Generous Employee discount
• Opportunities for career advancement and promotion from within
• Work alongside a fun, supportive team in an exciting retail environment

If you're a motivated leader with a passion for customer service and developing successful teams, we'd love to meet you. Apply today and take the next step in your retail leadership career with Boot Factory Outlet!

Requirements

Essential Physical Requirements and Qualifications:

• Ability to freely access all areas of the store including selling floor, stock area, and register area.
• Ability to operate and use all equipment necessary to run the store.
• Ability to climb ladders, when needed to retrieve stock.
• Ability to stand for extended periods and actively work on the sales floor throughout the shift.
• Ability to move or handle merchandise throughout the store generally weighing 0-60 pounds.