Customer Service Lead

PRIMARY OBJECTIVE:

Manages front end operations in retail store to ensure positive customer relations and accurate, prompt checkout.

COMPANY WIDE RESPONSIBILITIES

1. Contributes toward ensuring a positive shopping environment for customers and a positive working environment for employees.

2. Ensures proper product handling to control shrinkage and waste.

3. Follows all company, store, and department policies and procedures.

4. Complies with federal and state regulations.

ESSENTIAL RESPONSIBILITIES

Essential responsibilities include the following. Other duties may be assigned.

1. Provides friendly and efficient customer service by demonstrating sincerity, patience and respect in all customer interactions.

2. Throughout the store, greets customers in a genuine and friendly manner. Learns customer names and uses them respectfully in greetings.

3. Assists customers throughout the store by: - Escorting them to products they are looking for - Loading or unloading heavy items and assisting with products that are out of reach - Offering product and/or recipe suggestions and recommendations - Responding to customers’ questions and requests in a timely manner - Treating them as the most important people in the store

4. Sincerely thanks customers for their business and choosing our store.

5. Demonstrates teamwork to ensure customer satisfaction and a pleasant working and shopping environment.

6. Manages front end activity to ensure positive customer relations and accurate, prompt checkout. - Communicates department priorities to front end staff and delegates responsibilities. - Ensures front end policies and procedures are known and adhered to, including proper product handling, proper tender and coupon handling, scanning error procedures, and price checks. - Ensures front end cleanliness, maintenance, and sanitation.

7. Develops and implements weekly work plan for front end. - Oversees completion of the weekly schedule to plan for best customer service while maximizing productivity. - Monitors planned to actual and makes front end coverage adjustments to customer volume in accordance with store target.

8. Directs front end security procedures and monitors front end safety. - Ensures front end security policies and procedures are known and adhered to; including admittance to secured areas and security tape. - Secures cash assets and performs random cash/coupon audits.

9. Assists lead customer service representative with labor scheduling, bookkeeping, and management reports.

10. Reviews weekly management reports; checks accuracy of bookkeeping reports and deposits; reviews voids, refunds, and daily cashier exception reports.

11. Assists with training front end staff on policies, procedures, customer service, and job responsibilities.

12. Operates cash register; ensures proper handling of tender and coupons.

13. Orders supplies and forms for bookkeeping office; maintains office cleanliness and office equipment.

14. Encourages teamwork through cooperative interactions with co-workers.

SUPERVISORY RESPONSIBILITIES

Directly supervises front end employees. Direct supervision responsibilities include hiring, firing, disciplinary action, performance reviews, coaching, developing work plans, training, and providing work direction.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE

High school diploma or general education degree; one to six months related experience or training; or equivalent combination of education and experience.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Job Type: Full-time

Pay: From $17.55 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 10 hour shift
• 8 hour shift
• Day shift
• Night shift

Weekly day range:

• Monday to Friday
• Weekend availability

Work Location: In person

Salary : $18