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Customer Service Team Lead
2 months ago
We are seeking a highly skilled and experienced Customer Service Team Lead to join our team at Hannaford Supermarkets. As a key member of our Front End Operations team, you will be responsible for ensuring the smooth operation of our customer service department, providing exceptional customer service, and leading a team of customer service associates.
Key Responsibilities- Lead and manage a team of customer service associates to ensure excellent customer service and high-quality performance.
- Develop and implement effective training programs to ensure all customer service associates are equipped with the necessary skills and knowledge to provide exceptional customer service.
- Monitor and analyze customer service metrics to identify areas for improvement and implement strategies to enhance customer satisfaction.
- Collaborate with other departments to ensure seamless communication and coordination of customer service initiatives.
- Provide coaching and feedback to customer service associates to improve performance and address any issues or concerns.
- Stay up-to-date with company policies, procedures, and initiatives to ensure compliance and effective implementation.
- High school graduate or equivalent preferred.
- Strong understanding of store operations and merchandising techniques preferred.
- Effective communication, customer service, and selling skills.
- Must have effective interpersonal and organizational skills.
- Desire and ability to lead and manage a team.
- Demonstrated ability and willingness to learn multiple tasks and technical requirements of the job.
- Strong problem-solving skills.
- Must meet minimum age requirements.
- Ability to use computers and other communication systems required, performing all job functions.
- Perform repetitive hand and arm motions.
- Bend and lift products weighing up to 15 lbs. continuously, 25 lbs. frequently, and 50 lbs. on occasion.
- Pull or push up to 75 lbs. on occasion.
- Be able to handle a variety of substances associated with cleaning and packaging materials, fresh fruits, vegetables, house plants/flowers, and household cleaners.
- Stand 100% of the time with occasional walking short distances.
- Use hands to frequently/continuously handle currency (paper and coin) as well as operate a variety of equipment such as cash register, lottery machine, scanner, computer, and calculator.
- Lift and carry up to 15lbs occasionally.
- Frequent reaching and grasping at waist level: occasionally above shoulder or below waist level.
- Meet established volume activity standards for the position.
- Have sufficient visual activity to check ID cards, checks, invoices, and other written documents.
- Promote customer goodwill by role modeling and providing high standards in customer service.
- Treat all associates with fairness, dignity, and respect. Provide recognition of accomplishments and offer constructive counseling when necessary to hold associates accountable to company standards.
- Foster a positive and inclusive environment to all associates.
- Assist in managing the Front End operations in accordance with established department standard practices.
- Assist in managing work schedules to effectively maintain customer service standards and meet associates' personal needs.
- Fully utilize all Standard Practice Train Aids, Reference Documents, and Training Materials to train and develop associates to meet the departmental needs.
- Keep all yearly certification up to date.
- Use good judgment in the delegation, assignment, and follow-up required for the efficient performance of the department as outlined on the Assignment Sheets.
- Supervise performance of all duties and responsibilities of all Front End associates.
- Assist the Manager of Customer Service in ensuring compliance with all Anti-Money Laundering regulations and training.
- Must be able to meet the physical requirements of the position, with or without reasonable accommodations.
The salary range for this position is between $18.95 - $27.25 per hour. Hannaford Supermarkets offers a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.
Equal Opportunity EmployerHannaford Supermarkets is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity and promotes equal opportunities for all associates and applicants.
