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Customer Service Lead
4 months ago
Powell's Books is seeking to hire one or more Full-Time Customer Service Leads at our Burnside location.
The Customer Service Lead role is focused on problem solving, performing multiple duties throughout the day, and assisting their colleagues on the sales floor. The CS Leads are often the first response for staff who need assistance with cashiering procedures, technical issues, or general customer service questions. Beyond this, Customer Service Leads have broad involvement with multiple departments to help resourcefully problem-solve, improve customer service, and create a superb in-store experience for Powell's customers.
Powell's Books is known worldwide as a premier independent bookstore and an icon in the Portland community. We're committed to fostering a culture and environment of inclusion, empowerment, and respect - a place where everyone can show up fully as themselves and do their best work every day.
Powell's offers an extensive benefits package including:
* Generous healthcare plan (medical, vision, and dental)
* 401(k) savings plan
* Education benefit
* Childcare subsidy
* Substantial employee discount that is also available to your significant other, children, parents, and siblings
* Book borrowing privileges
Wage: $18.75 or more depending on experience.
Schedule: The schedule is still to be determined and may include shifts starting as early as 9am or ending as late as 6pm and include one or both weekend days.
Additional: Please include a cover letter with a brief description of relevant skills and experience, and the reason why you're interested in the position.
Posting Closes: Sunday, May 26th, 2024
Position Title: Customer Service Lead
Location: Burnside
Group: D
Date: 11/2019
Position Summary:
Customer Service Leads fully understand, uphold, and promote Powell's customer service standards and cashiering procedures. They demonstrate self-direction, model exceptional customer service, and serve as leaders on the sales floor. This position serves as a resource to other store staff and new employees regarding policies and procedures, and are actively involved in training others. Individuals in this position demonstrate a high degree of professionalism, initiative, and responsibility. This position reports to the Operations Management Team.
Essential Functions:
* Demonstrates high proficiency in all essential cashiering functions.
* Manages line effectively, providing friendly, efficient, and knowledgeable service to all customers.
* Provides expert trouble shooting with respect to Powell's range of services including: shipping, transfers, web orders, employee and customer discounts, gift cards, voids, returns and exchanges. Serves as a resource for other employees regarding these services.
* Acts as designated responder to cashiering pages.
* Adheres to company cashiering policies. Errs on the side of accommodation when customers' requests conflict with stated policy and demonstrates the ability to successfully resolve customer concerns, partnering with managers as appropriate.
* Cleans, organizes, and restocks supplies and displays at cash registers and info desks, giving particular priority to Green and Orange rooms.
* Assists in opening and closing procedures in partnership with the MOD team as needed.
* Coordinates with CUSS to report and resolve POS related concerns; works with CUSS to test POS system updates.
* Serves as a trainer and proactively provides mentoring to staff; works closely with hiring managers and acts as a primary facilitator for onboarding training of cashiering processes, store pick-up, and other customer service based processes and tools.
* Regularly updates managers on status and efficacy of trainings and helps identify when training has not been successful. Helps team utilize company resources and request additional training when needed.
* Understands and upholds Powell's highest customer service standards. Maintains strong customer awareness while working on any sales floor tasks, modeling engaged and knowledgeable interactions with customers.
* May be assigned sweeps, moving through the store assessing and triaging store needs in regard to traffic flow, recovery, re-shelves, and additional customer service support.
* Acts as a resource regarding store operations and procedures; coaches and provides feedback to staff during all shifts and assignments.
* Works closely with management team in aspects of directing workflow. Exhibits leadership in adjusting department priorities and changing work assignments based on customer flow and the daily needs of the department. Works with MOD to coordinate shift coverage, fill in gaps on daily schedule, and coordinate breaks.
* Assists in monitoring productivity of the work team. Checks others' work for accuracy.
* Fosters a professional, team-oriented work environment; demonstrates effective communication skills.
* Undertakes special projects of increased responsibility/difficulty as assigned by manager.
* Assists in identifying process problems or inefficiencies and recommends solutions. Demonstrates leadership in implementing new systems and procedures that help meet Powell's strategic goals.
* Takes initiative, is self-directed and autonomous, demonstrates independent decision making, participates actively in discussions and functions without supervision.
* May represent the location in corporate meetings and committees. Acts as a liaison to other departments and locations.
* Other duties as assigned.
Requirements / Qualifications:
* Mastery of Powell's cashiering best practices and procedures or equivalent experience.
* Demonstrated excellent customer service skills. Bookstore, retail, restaurant, or barista experience strongly preferred.
* Leadership skills to lead, train, and mentor.
* Full competence using technology and programs required of the position.
* Demonstrated problem solving skills.
* Ability to work independently and as part of a team.
* Superior communication and interpersonal skills.
* Ability to multitask while maintaining focus on excellent customer service, high security awareness, and attention to detail.
* Love of books and reading.
* Physical requirements - Group H.
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