Customer Service Lead

3 weeks ago


Whippany, New Jersey, United States BJ's Wholesale Club Full time

Job Summary

The Customer Service Lead is responsible for overseeing the frontline in the absence of the Front End Manager. This role involves coaching, teaching, and developing all frontline team members to ensure excellent member service. The Customer Service Lead teaches, develops, and motivates all team members for the successful execution of membership programs and initiatives as well as front-line operations.

Key Responsibilities

  • Supervises the front line (including cashiers, SCO, and membership desk) in the absence of the Front End Manager.
  • Models and provides excellent Member service, while coaching, teaching, and developing team members to do the same.
  • Drives membership metrics through acquisition, retention, loyalty, and experience programs.
  • Drives member engagement, speed, and productivity on the front end.
  • Trains, coaches, motivates, recognizes, and provides input on evaluation of frontline Team Members on tasks, responsibilities, and expectations defined by position, including Member engagement, service, and membership metrics.

Requirements

  • Prior leadership experience preferred.
  • Prior Membership or sales knowledge and experience preferred.
  • Prior cashier experience preferred.
  • Basic math skills required.

Work Environment

  • Most of the time is spent moving about frequently on hard surfaces.
  • Frequently requires lifting objects up to 30 pounds.
  • Located in a comfortable indoor area with infrequent exposure to temperature extremes and loud noises.


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