Retail Customer Service Lead

2 days ago

Reading, Pennsylvania, United States Ocean State Job Lot Full time
Customer Service Lead Job Description

The Customer Service Lead role at Ocean State Job Lot is a key position responsible for creating a positive experience for each customer who visits our store. This role ensures all associates are trained in and follow the company's TREAT program, which focuses on providing exceptional customer service.

The Customer Service Lead is also responsible for facilitating any fulfillment or opportunities related to OSJL's BOSS (Buy Online Ship To Store) program. This includes creating the front end schedule and at times opening and/or closing the store.

Essential Duties and Responsibilities:
  • Engage with store customers through OSJL's TREAT model to provide an optimal customer experience and ensure customer experience expectations are met and/or exceeded.
  • Manage front end expectations and support the completion and execution of the cashier work and break schedule.
  • Ensure the front end of the store is well maintained and stocked, including register racks, end caps, powerlane, and service desk.
  • Promote and properly execute company-wide customer engagement campaigns, including donation efforts, Insiders, BOSS, and Crazy Deals.
  • Use store-level reporting to ensure company promotional benchmarks are being met, including those related to donations, BOSS, Insiders, and Crazy Deals.
  • Act as a liaison between the customer and the corporate customer service team to ensure effective service to all customers.
  • Resolve customer service-related opportunities in the best interest of the company and the customer.
  • Facilitate fulfillment of BOSS orders upon request by customers in-store.
  • Act in compliance with all Company policies and procedures.
  • Assist with onboarding and training of front-end associates.
  • Assist in leading front-end initiatives.
  • Responsible for opening and/or closing of store as needed.
Education and Experience Requirements:
  • 1 or more years of experience leading and training a team of associates, preferably in a retail or customer service environment.
  • Minimum 1-3 years of professional experience in other retail environments is required.
  • Prior customer service experience, training experience, and prior merchandise ordering, receiving, stocking, and maintenance experience in other retail environments is preferred.
  • Computer skills (email; Google platform i.e. Sites, Slides, Drive, Docs, Sheets; Qlik).
Attributes:
  • Effective Communicator: You possess strong communication skills and have the ability to build and maintain a culture of trust and respect.
  • Team Oriented: You are capable of embracing the ideas of others (even if they conflict with your own) for the sake of the Company.
  • Time Management: You are able to handle multiple projects at once, and can organize multiple projects around given deadlines.
  • Self-motivated: You can work with a minimum amount of supervision and be capable of strategically prioritizing multiple tasks in a proactive manner.
  • Passionate: You must be passionate about online collaboration and ensuring our clients are successful; we love seeing hunger and ambition.
  • Organized: You lead by example in serving all of our stakeholders: customers, owners, communities, and fellow associates.
  • Leadership: You are a leader and exhibit that in your everyday work. You pride yourself on developing future leaders. You have direct experience leading others and have been responsible for supporting their performance.
Work Environment:

This position works primarily in a climate-controlled environment with minimal safety/health hazard potential. The role may require extended periods of moving, remaining stationary, ascending, descending, and/or positioning oneself to complete various tasks throughout the shift. Some sedentary activities and near vision use for reading and computer use are also required. May be responsible for physical activities including counting cash, using hand tools, ascending or descending a ladder, moving, reaching, and lifting on a frequent basis; should be able to lift 35 lbs on a regular basis. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

This job description does not list all the duties of the job. You may be asked by supervisors or managers to perform other job duties and tasks, some of which may be essential to the position. Leadership has the right to revise this job description at any time. The job description is not a contract, either express or implied. You are an at-will employee, meaning either you or the Company may terminate your employment at any time, with or without notice.

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