Customer Service Manager

1 week ago


Dedham, Massachusetts, United States BJ's Wholesale Club Full time
Job Summary

We are seeking a highly skilled and experienced Front End Team Lead to join our team at BJ's Wholesale Club. As a Front End Team Lead, you will be responsible for overseeing the frontline operations, coaching and developing team members to provide excellent customer service, and driving membership metrics through acquisition, retention, loyalty, and experience programs.

Key Responsibilities
  • Leadership: Provide guidance and support to team members, model excellent customer service, and lead by example.
  • Customer Service: Ensure that all customer interactions are positive, timely, and efficient, and that all customer concerns are addressed promptly and professionally.
  • Membership Metrics: Drive membership metrics through acquisition, retention, loyalty, and experience programs, and provide regular reports to management on progress.
  • Team Development: Coach, teach, and develop team members to improve their skills and knowledge, and provide regular feedback and evaluations.
  • Operational Excellence: Ensure that all front-end operations are running smoothly and efficiently, and that all policies and procedures are followed.
Requirements
  • Leadership Experience: Prior leadership experience in a retail or customer service environment.
  • Customer Service Skills: Excellent customer service skills, with the ability to provide positive, timely, and efficient service to customers.
  • Membership Knowledge: Prior knowledge of membership programs and services, and the ability to drive membership metrics.
  • Communication Skills: Excellent communication skills, with the ability to provide clear and concise instructions and feedback to team members.
  • Math Skills: Basic math skills, with the ability to handle cash and process transactions accurately.
Working Conditions

The Front End Team Lead will work in a fast-paced retail environment, with frequent interactions with customers and team members. The position requires the ability to work in a team environment, with a focus on providing excellent customer service and driving membership metrics.



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