Retail Keyholder

Description:

The Retail Keyholder at GameStop plays a vital role in supporting the Store Manager and Assistant Store Manager in the daily operations of the store. Utilizing GameStop's core business model, which includes buying, selling, trading, and reservations (the Circle of Life), the Retail Keyholder contributes to a positive sales environment by offering tailored solutions and exceptional guest service driven by a genuine enthusiasm for gaming. This position assists in ensuring merchandise is well-displayed and accessible, actively engaging with guests to share product knowledge and build sales, maintaining a clean and organized store, and fostering guest loyalty. The Retail Keyholder also assumes supervisory responsibilities for Sales Associates in the absence of the Store Manager and Assistant Store Manager.

Responsibilities:

• Contribute to a welcoming and efficient shopping experience by supporting visual merchandising standards, operational procedures, current promotions, and building strong guest relationships that encourage sales and repeat visits.
• Efficiently and accurately handle guest transactions, including purchases and returns, using the Point?of?Sale (POS) system via PC keyboard, ensuring correct change, proper packaging, providing receipts, and maintaining excellent guest service.
• Address guest inquiries and concerns promptly and professionally, whether in person or via phone, adhering to GameStop's phone etiquette. Escalate complex issues to the Store Manager or Assistant Store Manager as needed.
• Actively promote GameStop’s guest benefits, such as the new title reservation program, trade-in program, and Pro Rewards loyalty program.
• Support the Store Manager and Assistant Store Manager in setting guest service expectations for Sales Associates and providing on-the-job coaching in various responsibilities, including company policies, procedures, and best practices.
• Under the guidance of the Store Manager and Assistant Store Manager, observe Sales Associate performance and provide constructive feedback to contribute to their development and alignment with guest service standards.
• Offer timely and relevant feedback to Sales Associates regarding their performance, and contribute to written feedback within the Workday / HR system in collaboration with store leadership.
• Help ensure that Sales Associates complete all required onboarding, job-specific training, and compliance modules before independently opening or closing the store. Verify their understanding of job duties, company/store policies, inventory control, loss prevention (including scam awareness), safety protocols, financial guidelines, and ethical responsibilities.
• Assist the Store Manager and Assistant Store Manager with creating staff schedules, adhering to scheduling guidelines, and ensuring appropriate coverage for breaks and meal periods. Help monitor staffing levels to optimize guest service and maintain consistently high service standards.
• Support the maintenance of a clean, organized, and well-merchandised store environment, including restrooms, according to company directives, and ensure store fixtures and equipment are in good working order.
• Assist with the fulfillment and shipment of Omni-Channel orders on a daily basis.
• Help protect company assets through diligent inventory control and loss prevention practices, including scam awareness, adherence to safety guidelines, and assisting with bank deposits as directed. Report any security concerns to the Store Manager or Assistant Store Manager.
• Support the store team in achieving sales, profit, and shrink goals by completing assigned administrative and operational tasks.
• Participate in store inventory counts, stock and restock merchandise on shelves and displays, and move products from the stockroom to the sales floor, ensuring proper organization and alphabetical order.
• Accurately count, balance, and reconcile daily sales transactions in the POS system. Ensure accurate completion of daily closeout paperwork and bank deposit slips. Assist in maintaining appropriate cash and change levels for transactions and make bank deposits as instructed.
• Assist in verifying incoming shipments for discrepancies or shortages and record them in the POS system. Participate in merchandise counts and inventories and communicate any discrepancies to store leadership.
• Process defective or recalled merchandise and stock pulls accurately and promptly, ensuring proper labeling and inclusion of packing lists.
• Maintain awareness of associate and guest safety, identify and immediately address potential hazards, and report any injuries according to company procedures.
• Assist in maintaining organized store records and files and help ensure manuals are current.
• Supervise and delegate tasks to Sales Associates in the absence of the Store Manager and Assistant Store Manager.
• Consistently follow all GameStop policies and procedures, including those outlined in the Associate Handbook and the Code of Standards, Ethics & Conduct.
• Adhere to all store opening and closing procedures.

Qualifications:

• Must provide documentation confirming identity and legal authorization to work in the United States.
• Must be at least 18 years of age.
• High school diploma or GED equivalent is required; an associate's or bachelor's degree in business, marketing, merchandising, or a related field is preferred.
• A minimum of 3 months of experience in a retail environment is preferred.
• Previous experience in customer service is highly valued.
• Familiarity with video games and the gaming industry is a plus.

Key Job Skills:

• Possess a friendly and approachable demeanor with strong interpersonal skills.
• Provide attentive and personalized service to each guest during every interaction.
• Demonstrate effective verbal and written communication and active listening skills in English, both in person and over the phone; proficiency in both English and Spanish (speaking and writing) is advantageous.
• Effectively manage tasks and achieve goals in a dynamic and fast-paced work environment.
• Demonstrate the ability to work both independently and collaboratively within a team to complete all assigned tasks efficiently.
• Meet established associate performance standards, including attendance, professional appearance, safety awareness, and respectful conduct in the workplace.
• Proficiently operate the Point-of-Sale (POS) computer system.
• Possess basic math skills (addition, subtraction, multiplication, division, handling currency) and alphabetization skills.
• Accurately complete all required paperwork.
• Follow instructions provided in written, verbal, or diagram form.
• Execute financial responsibilities with strict adherence to company policy.
• Be available to work a flexible schedule, which may include extended hours, varied days, nights, weekends, and some holidays, with a minimum availability of 3 days per week.
• Maintain composure and adapt to demanding situations while maintaining positive guest interactions; demonstrate resourcefulness and problem-solving abilities.
• Be dependable and trustworthy, consistently exercising sound judgment.
• Capable of working independently. Able to stand and move throughout the store for extended periods (up to 12 hours) without assistance.
• Able to bend, stoop, crouch, balance, stretch, reach with arms and hands, climb ladders, and lift merchandise weighing up to 30 pounds from floor level to a minimum height of 4 feet, and possess other necessary fine and gross motor skills.
• Acquire or possess upon hiring a basic understanding of military ranks and insignia (relevant for positions in stores located on military bases).

Applications for this position are accepted on an ongoing basis. Interested candidates are encouraged to apply by clicking the APPLY button.

Disclaimer:

GameStop is committed to providing equal employment opportunities to all applicants and employees without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, marital or military status. GameStop provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law. GameStop and its affiliated businesses retain the right to modify job descriptions at any time based on business needs, including expanding responsibilities and assigning additional duties consistent with the position's purpose.

Benefits:

Full-time store positions at GameStop may be eligible for participation in incentive programs, a 401(k) plan, paid time off, and medical, dental, and vision insurance benefits. Certain positions at GameStop may also qualify for bonuses and/or other incentives.