Customer Service Lead

Job Description

Do you want to work in a position that offers growth potential and the ability to AMAZE others?

The Ashley Advantages with Factory Direct!

We are THE industry leader:

• # 1 selling furniture brand in the world
• # 1 retailer of furniture and bedding in the United States

We offer a competitive compensation package:

• Monthly awards recognize achievement
• 401k program with company match
• Medical, dental and vision benefit plans starting as low as $25 a week

Earn up to $1,000 by referring qualified candidates for open positions

The Store Operations Lead (SOL) is accountable for supervising store administrative operations to achieve high levels of customer service, store productivity and profitability

Essential Functions

• Supervising the Accounting, Customer Care and Store Reporting Functions.

The Store Operations Lead (SOL) ensures high levels of customer service, store productivity and profitability by:

• Performing store accounting and payroll functions, verifying the accuracy of sales and office paperwork, ensuring all documents are accounted for and contain store management approvals when needed.
• Managing the handling of cash and cash drawers, ensuring appropriate balance, as well as managing customer financing arrangements and store-related accounts payable/receivable.
• Maintaining a visible presence at the front desk and personally interacting with customers.
• Resolving escalated customer issues in a professional, helpful manner.
• Managing the inventory and loss prevention processes.
• Monitoring office facilities and tracking retail equipment and supplies.
• Opening and closing the store, in rotation with other management.

Coaching the Operations Representative (SOS) team to Exceptional Performance.

The Store Operations Lead builds and coaches a cohesive CSR team by:

• Interviewing, selecting and recommending for hire to energetic, customer-focused candidates who possess the necessary skills and experience.
• Ensuring new CSRs are trained for their position and that focus is maintained on properly applying the Ashley operational and customer care processes
• Scheduling CSRs efficiently so there is proper administrative coverage in the store at all times.
• Delivering timely communication through CSR huddles and other means, as well as providing individual support and feedback to enhance performance and productivity.
• Establishing accountability by setting expectations, giving direction, assigning work, maximizing performance through weekly Performance Improvement Meetings.
• Maintaining high associate retention by creating an engaging, positive working environment; praising associates, rewarding high performers and promoting deserving associates to positions of greater responsibility

Ensuring Store Compliance with Operating Procedures.

The Store Operations Lead ensures operating procedure compliance by :

• Ensuring that store Beginning-of and End-of-Day procedures are followed.

Assisting the store management team in:

• Meeting store appearance and housekeeping standards, properly maintaining HVAC systems, fixtures and equipment, and coordinating necessary repairs.
• Managing controllable expenses such as utilities, maintenance and repair, shrinkage, and cash overages/shortages.
• Analyzing monthly reports to determine store performance trends.
• Adhering to the provisions of the Associate Handbook and other company policies, as well as to relevant wage and hour laws, OSHA regulations, workers compensation, loss prevention and building security policies, and customer accident reporting procedures.

Maintaining a Focus on Continuous Learning and Improvement.

The Front Desk Lead continued focus on performance improvement and personal/professional development by:

• Maintaining high levels of knowledge on all Ashley products, initiatives and store procedures.
• Using Continuous Improvement tools to improve administrative flow, customer care.

Job Type: Full-time

Pay: From $42,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Application Question(s):

• Do you have weekend availability?

Work Location: One location