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Customer Service Lead

4 months ago

Columbia, United States 2nd Swing Golf Full time

**Come work with us, not for us**

2nd Swing is a one of a kind, forward thinking, customer-centric golf retail company. Our employees are highly-valued, while working hard in a positive and supportive culture. At 2nd Swing you will find:

- Vast Exposure to the Golf Industry
- A Commitment to Total Well-Being
- Opportunities to Discover Your Fit and Make an Impact
- A Collaborative and Flexible Environment

As the customer service lead the primary responsibility is to oversee the process and execution of all customer transactions while consistently identifying areas of improvement and efficiencies in order to promote the highest level of customer service.

**Duties/Responsibilities**:

- Ensure store point of sale core processes are followed by all
- Ensure high team member satisfaction (iNPS)
- Ensure golfer (NPS) satisfaction through all touch points from the Inventory Team
- Train customer services team members
- Investigate, mitigate and resolve customer service issues from all areas of the store
- Open, close and monitor all Point of Sale stations
- Track Google review and Net Promoter Scores
- Update and track customer equipment orders
- Manage and process warranty claims
- Cash management

**Supervisory Responsibilities**:

- Mentor, coach and develop team members
- Ensure that team members are staying on task and reaching department goals by following the Traction approach for business operations:

- Strategically position team members to align with accountabilities
- Assist with Weekly Level 10 meetings and facilitate daily huddles
- Manage individual scorecard metrics
- Support rock execution
- Assist in Identify, Discuss and Solve (IDS) department issues
- Delivers consistent and timely feedback to team members
- Perform performance evaluations and quarterly coaching sessions
- Schedule team and delegate daily tasks to team members to optimize efficiency

**Required Knowledge, Skills & Abilities**:

- Excellent communication skills
- Significant golf equipment knowledge
- Willingness to learn about golf equipment
- Self motivated
- Strong attention to detail
- Strong organizational skills
- Adaptability
- Conflict Management
- Time Management
- Personable and energetic, with a passion for the game of golf

**Education & Experience**:

- High School Diploma
- Bachelor's degree or equivalent work experience
- 2 years of 2nd Swing work experience

**Physical Requirements**:

- Ability to work 40 hours per week, as well as opportunities for overtime during busier seasons.
- Able to work 2 to 3 weekend shifts a month during peak season
- Prolonged periods of standing and bending.
- Must be able to lift up to 40 pounds at times.