Retail Customer Service Lead

POSITION SUMMARY:

The Customer Service Lead is responsible for creating a positive experience for each customer who visits our store and ensuring all associates are trained in and follow the company's TREAT program. This role is also expected to facilitate any fulfillment or opportunities as it relates to OSJL’s BOSS (Buy Online Ship To Store) program. The Customer Service Lead is responsible for creating the front end schedule and at times will be responsible for opening and/or closing the store.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Engage with store customers through OSJL’s TREAT model to provide an optimal customer experience, and ensure customer experience expectations are met and/or exceeded

• Manage front end expectations. Support the completion and execution of the cashier work and break schedule.

• Ensure the front end of the store is well maintained and stocked, which includes, but is not limited to, register racks, end caps, powerlane and service desk

• Promote and properly execute company wide customer engagement campaigns, which include, but are not limited to, donation efforts, Insiders, BOSS and Crazy Deals

• Use store level reporting to ensure company promotional benchmarks are being met. Benchmarks include, but are not limited to, those related to the following efforts, donations, BOSS, Insiders and Crazy Deals

• Act as a liaison between the customer and the corporate customer service team to ensure effective service to all customers

• Resolve customer service related opportunities in the best interest of the company and the customer

• Facilitate fulfillment of BOSS orders upon request by customers in-store

• Act in compliance with all Company policies and procedures

• Assist with onboarding and training of front-end associates

• Assist in leading front-end initiatives

• Responsible for opening and/or closing of store as needed

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Holidays
• Monday to Friday
• Night shift
• Weekend availability

Education:

• High school or equivalent (Preferred)

Experience:

• Customer service: 1 year (Required)
• Supervising: 1 year (Required)

Shift availability:

• Day Shift (Preferred)
• Night Shift (Preferred)

Work Location: One location