SUMMARY

Under general supervision, the Assistant Store Leader supports the Store Leader in all facets of store operations. The principal business outcome for this position is to ensure that outstanding guest service experiences are provided using elements of GameStop's buy, sell, trade, and reservation business model, The Circle of Life. This includes ensuring the store is clean, well-organized, properly merchandised at all times, answering questions, and assisting with product selection, purchases, and returns. This position supervises Game Advisors and Senior Game Advisors in the absence of the Store Leader.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES*

• Provide best in class guest service: promptly greet guests, respond to guest concerns and complaints quickly, effectively and courteously; align guest needs with GameStop product and benefit solutions, and recommend additional items as appropriate, and ensure every guest is thanked for shopping at GameStop; prioritize guests over tasks and demonstrate that commitment by circulating throughout the store to assist them.
• Promptly process guest purchases/return transactions via Point-of-Sale computer system via PC keyboard, including making accurate change, placing merchandise in a bag, and removing receipt from the printer to give to guest.
• Respond to guest comments or questions in person or on the phone; answer phone calls promptly, courteously and professionally, using the prescriptive phone greeting provided by GameStop.
• Promote GameStop's unique guest benefits: new title reservations program, and Power Up Rewards guest loyalty program.
• Assist with supervising staffing levels to achieve optimum guest service at all times and ensure that best-in-class guest service is consistently provided.
• Provide timely and appropriate feedback to the Store Leader concerning staff performance and address as directed.
• Assist the Store Leader with training store associates in all aspects of their job responsibilities, including company/store policies procedures, and guidelines.
• In partnership with the Store Leader, conduct store inventory counts, stock/restock merchandise on shelves and fixtures, and move 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 sales floor.
• Assist store team in meeting sales, profit and shrink goals and accomplish administrative and operational duties set by Store Leader.
• Count, balance and reconcile daily business transaction totals correctly and accurately in the point-of-sale (POS) system; ensure that Game Planner and all closeout paperwork for daily business transactions and bank deposit slips are completed correctly and accurately; ensure store has sufficient cash and change for sales transactions; make bank deposits daily per established guidelines.
• Verify all shipments for discrepancies/shortages and record any discrepancies in the POS system; conduct merchandise counts/inventories and communicate discrepancies to Store Leader/District Leader.
• Adhere to all loss prevention guidelines, including but not limited to, visually inspect associates' and leaders' packages and/or belongings.
• Ensure all store fixtures and equipment is in proper working order.
• Process defectives/recalls and stock pulls accurately and promptly, ensuring that all boxes are properly labeled and include packing lists.
• Maintain awareness of associate and guest safety; identify and immediately address potentially hazardous situations.
• Assist in maintaining store records/files in a neat and organized manner; help ensure that manuals are up-to-date.

RELATED COMPETENCIES

• Building Guest Loyalty - Effectively meets guest's needs; builds productive guest relationships; takes responsibility for guest satisfaction and loyalty.
• Contributing to Team Success - Actively participates as a member of a team to move the team toward the completion of goals.
• 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
• High school diploma or GED required; An Associate's or accredited Bachelor's degree with an emphasis in business, marketing, merchandising, or related field preferred
• At least 2 years of retail sales, guest service, and/or leadership/management experience required; at least 6 months of retail management experience preferred
• Must be able to bend, stoop, reach with arms / hands, climb on ladders, and lift merchandise weighing up to 50 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 12 hours
• Must have transportation to make bank deposits as needed according to Company guidelines

MINIMUM QUALIFICATIONS, JOB SKILLS, ABILITIES

• Proficient guest service skills
• Proficient 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
• Proficient knowledge of operating a point-of-sale computer system and properly completing required paperwork
• Proficient 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
• Demonstrated commitment to all Respectful Workplace policies, procedures, and general expectations.
• Possess or acquire during employment on-boarding a working understanding of military ranks and related insignia(*applies only to positions in stores located on military bases)

SUMMARY

The Senior Guest Advisor provides outstanding guest service experiences using elements of GameStop's buy, sell, trade, and reservation business model, the Circle of Life. Working under general supervision, this position ensures products are easy to see and buy, shares product and gaming knowledge with guests, provides a clean, organized environment in which to shop, and creates guest loyalty and repeat business. This position will also assist the store management team in supervising store activities.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES*

• Provide best-in-class guest service: promptly greet guests, respond to guest questions/concerns quickly, effectively and courteously, assist guests with meeting their video gaming needs, inform guests of special promotions, trade-in program, recommend additional items as appropriate, and thank every guest for shopping at GameStop; prioritize guests over tasks and demonstrate that commitment by circulating throughout the store, to assist them
• Promptly process accurate guest purchases/return transactions via Point-of-Sale (POS) computer system
• Respond to guest comments or questions in person or on the phone; answer phone calls promptly, courteously and professionally
• Promote GameStop's new title reservation program and the PowerUp Rewards guest loyalty program
• Assist with supervising staffing levels to achieve optimum guest service at all times and ensure that best in class guest service is consistently provided
• Assist Leaders 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 Leader
• Count, balance and reconcile daily business transaction totals correctly and accurately in the POS system
• Ensure that Game Planner 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 leaders' packages and/or belongings at store closing or at the end of a shift
• Supervise and delegate tasks to Game Advisors in absence of management
• Provide timely and appropriate feedback to Store Leader concerning associate performance issues
• Verify Game Advisors' hours worked for the week and accurately close out the payroll week in absence of management.

RELATED COMPETENCIES

• Building Guest Loyalty - Effectively meets guest's needs; builds productive guest relationships; takes responsibility for guest satisfaction and loyalty
• Contributing to Team Success - Actively participates as a member of a team to move the team toward the completion of goals
• Guest Focus - Makes guests and their needs a primary focus of one's actions; develops and sustains productive guest relationships; seeks to understand and educate guests on product; takes action to meet guest 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, guest 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 30 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 guest 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

SUMMARY

Working with direct or close supervision, the Guest Advisor delivers consistently outstanding guest service experiences based upon GameStop's competitive advantage: The Buy-Sell-Trade Model, part of GameStop's The Circle of Life. The Guest Advisor's passion for sharing the gaming experience with others is why guests choose GameStop for their entertainment needs. Guest commitment will be expressed in many ways: ensuring products are easy to see and to buy; sharing product and gaming knowledge; providing a clean, organized environment in which to shop; and providing every guest with outstanding shopping experiences that lead to higher units per transaction, higher net promoter (guest service) scores, higher levels of PowerUp Rewards participation, and generate guest interest in GameStop's growing digital business initiatives. Associate will interact with a supervisor frequently during each work period. With the understanding that satisfying guests and resolving guest service issues is a routine expectation, most non-routine activities will require a supervisor's advance approval.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES*

• Greet guests when they arrive and reengage them on the sales floor as often as needed to ensure they feel uniquely welcome and valued.
• Identify guest needs by asking probing questions, making product suggestions, answering questions/objections, and then asking for sales
• Adhere to all of GameStop's ESRB policies and procedures
• Prioritize guests over tasks and demonstrate that commitment by circulating throughout the store, outside of the cash wrap area, to assist them
• Answer phone calls promptly, courteously, and professionally
• Champion GameStop's competitive advantage, the Circle of Life, by actively promoting the used video game trade-in program to all guests
• Ensure your guests have everything they need by recommending additional items
• Promote GameStop's unique guest benefits: new title reservations program, the Game Informer digital subscription, and PowerUp Rewards
• Promote GameStop's emerging digital products to guests
• Respond to guest concerns quickly, effectively and courteously. Request management support as needed to ensure that every guest returns and recommends GameStop to others
• Demonstrate your appreciation for guests by thanking them for their visits and their business
• Show your professionalism and enthusiasm by working well with others - deliver great team results
• Provide a convenient, organized shopping experience by organizing merchandise according to GameStop's merchandising plan
• Create visual excitement and guest interest by keeping merchandise areas fully stocked and by ensuring that all products are represented on the sales floor
• Prevent guest dissatisfaction by ensuring that merchandise prices are current and accurate
• Comply with all selling, exchange and refund policies, including check and credit card acceptance procedures
• Recognize potential theft/loss situations and provide personal guest service to deter theft
• Assist in checking shipments for discrepancies/shortages
• Assist store in meeting sales, profit and shrink goals
• Dust and clean shelves, counters, fixtures, merchandise, and store equipment
• Organize backroom product, cash wrap backstock product, and store supplies
• Pick up and discard paper, packing material, and any other debris
• Demonstrate the behaviors expected of all GameStop associates, including a strong bias for action and drive for results; high levels of maturity and professionalism; providing effective feedback to others, a consistently high service orientation; and commitments to diversity, a respectful workplace, and integrity
• Manage relationships in a manner acceptable to others and to the organization
• Adhere to operational procedures and company policies and practices as communicated through the company handbook, procedure manual, Store Support Center and other communications including accurately recording all time worked as required

RELATED COMPETENCIES

• Guest Service Orientation - Consistently demonstrating one's commitment to creating and sustaining a guest-focused environment that emphasizes above all guest satisfaction and long-term loyalty to generate profitable sales
• Work Standards - Setting high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed
• Contributing to Team Success - Actively participating as a member of a team to move the team toward the completion of goals

BASIC AND PREFERRED QUALIFICATIONS (EDUCATION and/or EXPERIENCE)

• High school diploma or GED preferred
• Must be at least 18 years old; must present age-related verification and other employment eligibility documents as required
• At least 6 months of regular (non self-employment) work experience required; previous retail or guest service experience preferred

MINIMUM QUALIFICATIONS, JOB SKILLS, ABILITIES

• Possess outgoing and friendly personality with strong guest service skills
• Demonstrate clear verbal communication and listening skills, both in person and on the phone, using spoken English; bilingual English/Spanish speaking and writing skills preferred
• Ability to work in a fast-paced, rapidly changing environment
• Meet associate performance expectations, including attendance, professional dress, and grooming requirements
• Proficient ability to comprehend and to follow Company policy and procedures
• Working ability to operate Point of Sale computer system
• Possess working mathematical and alphabetizing skills
• Working ability to complete required paperwork properly
• Ability to bend, stoop, reach with arms / hands and lift merchandise weighing up to 10 lbs. from ground level to minimum height of 4 feet
• Ability to move throughout the store unassisted to provide guest service or perform tasks in any part of the store for up to 8 hours
• Clear guest-service orientation
• Ability to lift and/or move objects and displays (up to 50 lbs.), bend, stoop, reach with arms and hands, and climb on ladders
• Ability to comprehend and comply with all GameStop policies and procedures including, but not limited to, those related to attendance, confidentiality, conflict of interest, respectful workplace, and ethical responsibilities
• Working knowledge of computerized cash register system preferred
• Video game knowledge preferred, but not required

SUMMARY

Working with direct or close supervision, the Seasonal Sales and Service Advisor seeks, builds and closes sales. He or she delivers consistent world-class guest sales and service experiences using elements of GameStop's Buy-Sell-Trade Model, The Circle of Life and Solution Selling techniques. Consistent with all other store-level roles, the Seasonal Sales & Service Advisor seeks to understand the guest need, provide a solution, and make him or her feel like family. This position ensures products are easy to see and to buy; shares product and gaming knowledge; provides a clean, organized environment in which to shop; and provides every guest with outstanding shopping experiences that lead to higher units per transaction, higher guest service scores, higher levels of PowerUp Rewards participation, and generates guest interest in GameStop's growing digital business initiatives. As a seasonal store team member, he or she focuses on the unique needs of holiday shoppers, including rapid, friendly service on the sales floor and cash wrap. Associate will interact with a supervisor frequently during each work period. With the understanding that satisfying guests and resolving guest service issues is a routine expectation, most non-routine activities will require a supervisor's advance approval.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES*

• Selling Passion: Enjoy active selling, including exploring and creating guest needs and closing sales. Utilize GameStop's Solution Selling Tablet to serve each guest's needs. Demonstrate a passion for exceeding sales and service goals.
• Provide world-class guest service: promptly greet guests, respond to guest questions/concerns quickly, effectively and courteously, assist guests with meeting their video gaming needs, inform guests of special promotions, trade-in program, recommend additional items as appropriate, and thank every guest for shopping at GameStop; prioritize guests over tasks and demonstrate that commitment by circulating throughout the store, to assist them.
• Promptly process accurate guest purchases/return transactions via Point-of-Sale (POS) computer system.
• Respond to guest comments or questions in person or on the phone; answer phone calls promptly and professionally.
• Promote GameStop's new title reservation program, trades as a form of currency, and the PowerUp Rewards guest loyalty program.
• Assist supervisor to achieve optimal guest service at all times.
• Adhere without exception to all of GameStop's ESRB policies and procedures.
• Solution Selling Focus: Drive sales and guest loyalty by creating complete, lasting guest solutions. Demonstrate unique interest in every guest. Ask questions and makes recommendations in order to make technology easier and more affordable for every guest.
• Promote GameStop's unique guest benefits: new title reservations program, Trades as a form of currency and PowerUp Rewards guest loyalty program.
• Promote GameStop's emerging digital and collectibles products to guests.
• Respond to guest concerns quickly, effectively and courteously. Request management support as needed to ensure that every guest returns and recommends GameStop to others.
• Respond to guest concerns quickly, effectively and courteously. Request management support as needed to ensure that every guest returns and recommends GameStop to others.
• 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 guests, and others on the team.
• Show professionalism and enthusiasm by working well with others – deliver great team results.
• Assist the team members with training store associates in all aspects of their job responsibilities, including company/store policies procedures, and guidelines.
• Assist store team in meeting sales, profit and shrink goals and accomplish administrative and operational duties set by Assistant Store Manager.
• Assist store team in meeting sales, profit and shrink goals and accomplish administrative and operational duties set by Assistant Store Manager.
• Comply with all selling, exchange, and refund policies, including payment acceptance procedures while providing guests with a fast, efficient, and professional checkout experience.
• Operational Agility: Respond rapidly, accurately, and consistently to all of the operational requirements essential for creating exceptional and profitable guest experiences in a consistently clean, neat, and well organized store.
• Provide a convenient, organized shopping experience by organizing merchandise according to GameStop's merchandising plan.
• Create visual excitement and guest interest by keeping merchandise areas fully stocked and by ensuring that all products are represented on the sales floor.
• Comply with all selling, exchange and refund policies, including check and credit card acceptance procedures.
• Assist in checking shipments for discrepancies/shortages and record any discrepancies in the POS system.
• Recognize potential theft/loss situations and provide personal guest service to deter theft.
• Dust and clean shelves, counters, fixtures, merchandise, and store equipment.
• Organize backroom product, cash wrap back-stock product, and store supplies.
• Pick up and discard paper, packing material, and any other debris.
• Demonstrate the behaviors expected of all GameStop associates, including a strong bias for action and drive for results; high levels of maturity and professionalism; providing effective feedback to others, a consistently high service orientation; and commitments to diversity, a respectful workplace, and integrity.
• Adhere to operational procedures and company policies and practices as communicated through the company handbook, procedure manual, Store Support Center and other communications including accurately recording all time worked as required.
• Manage relationships in a manner acceptable to others and to the organization.

RELATED COMPETENCIES

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

BASIC AND PREFERRED QUALIFICATIONS (EDUCATION and/or EXPERIENCE)

• Must be at least 18 years of age and present state-required proof of age documents.
• Must be able to bend, stoop, reach with arms / hands and lift merchandise weighing up to 20 lbs. from ground level to minimum height of 4 feet.
• Must be able to move throughout the store unassisted for up to 8 hours.
• Previous retail or guest service experience preferred.

MINIMUM QUALIFICATIONS, JOB SKILLS, ABILITIES

• Possess outgoing and friendly personality with exceptional selling skills.
• Demonstrate clear verbal communication and listening skills, both in person and on the phone, using spoken English; bilingual English/Spanish speaking and writing skills preferred.
• Ability to work in a fast-paced, rapidly changing environment.
• Working ability to operate Point of Sale computer system.
• Possess working mathematical and alphabetizing skills.
• Working ability to complete required paperwork properly.
• Ability to bend, stoop, reach with arms / hands and lift merchandise weighing up to 20 lbs. from ground level to minimum height of 4, and climb on ladders.
• Ability to move throughout the store unassisted to provide guest service or perform tasks in any part of the store for up to 8 hours.
• Ability to comprehend and comply with all GameStop policies and procedures including, but not limited to, those related to attendance, confidentiality, conflict of interest, respectful workplace, and ethical responsibilities.
• Working knowledge of computerized cash register system preferred.
• Video game knowledge preferred, but not required.