Customer Service Team Lead

6 days ago


Santa Monica, California, United States Whole Foods Market IP, L.P. Full time
About the Role
At Whole Foods Market, we're looking for a talented Customer Service Team Lead to join our team. This is an exciting opportunity to take your career to the next level and lead a high-performing team.

Job Overview
We're a dynamic and innovative company that's passionate about delivering exceptional customer experiences. As a Customer Service Team Lead, you'll be responsible for leading a team of Customer Service Representatives, providing guidance and support to ensure seamless day-to-day operations. You'll work closely with the Store Support Team Leader and Associate Team Leader(s) to ensure smooth operation of the Store Support Team.

About You
To succeed in this role, you'll need to have 12+ months of retail experience, with a strong track record of leadership and customer service. You'll possess excellent communication and interpersonal skills, with the ability to motivate and develop your team members. Proficiency in email, Microsoft Office, and operations-related applications is essential. Additionally, you'll be able to lift 50 pounds, stand/walk for 6-8 hours, and work in a fast-paced environment.

Responsibilities
- Supervise and delegate tasks to Team Members
- Work with Team Trainer to train Team Members in a manner that builds and sustains a high-performance team and minimizes turnover
- Assist in training of new Team Members, utilizing learning checklists and training materials
- Keep all cases and shelves clean, well-stocked, and properly rotated
- Resolve difficult customer situations
- Ensure all necessary breaks are given
- Communicate team concerns to the Team Leader and Associate Team Leader
- Communicate attendance issues or concerns to Team Leader and Store Leadership
- Set and achieve the highest standards of retail execution
- Foster and encourage a positive environment of outstanding teamwork, mutual respect, and exceptional morale
- Maintain awareness of customer flows and needs and direct Team Members as necessary to satisfy and delight customers; respond promptly to customer needs and questions
- Select, train, develop, mentor, motivate, and counsel Team Members in a manner that sustains a high-performance team and minimizes turnover
- Provide timely, thorough, and thoughtful performance evaluations
- Consistently communicate and model WFM vision and goals

Requirements
- Extensive knowledge of Store Support team procedures and policies
- Capable of teaching others in a positive and constructive manner
- Demonstrates advanced product knowledge, maintains awareness of new products
- Excellent interpersonal, motivational, team building, and customer relationship skills
- Product knowledge
- Advanced knowledge of regulatory and safety policies and procedures
- Proficient mathematical skills for assessing financial performance, monitoring profitability, and managing inventory
- Demonstrated decision-making ability, leadership skills, and ability to prioritize and delegate
- Proficiency with email, Microsoft Office, and operations-related applications

Benefits
As a valued member of our team, you'll enjoy a range of benefits, including health insurance, retirement plan benefits, eligibility for a store discount, paid time off, and access to other benefit programs. Eligibility for these benefits is determined under the terms of the applicable Whole Benefits plan at your date of hire.

Estimated Salary Range
$18.50 - $30.20 per hour, commensurate with experience.

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