Lead Customer Service Representative

2 weeks ago

Green Bay, Wisconsin, United States Fleet Farm Full time

Are you passionate about delivering exceptional customer experiences and leading a team? If you thrive in a dynamic environment and enjoy mentoring others, this role may be a perfect fit for you.

Position Overview: The Customer Service Lead plays a pivotal role in managing Front End operations, ensuring that all aspects of Customer Service, Cashier activities, cart retrieval, and front-end maintenance are executed seamlessly.

Key Responsibilities:

  • Lead by example, setting high standards for customer service through effective coaching and modeling.
  • Conduct daily evaluations of cashier performance to maintain consistency and efficiency in service delivery.
  • Proactively engage with Cashiers to address any challenges and facilitate smooth operations.
  • Oversee the customer service desk and cash office, ensuring all activities are conducted efficiently.
  • Manage cash office tasks and implement improvements in cash handling procedures.
  • Assist with service desk operations, including processing returns, issuing rain checks, and managing online order pickups.
  • Handle customer service supply inventory and ordering.
  • Maintain a customer-friendly environment by ensuring that cash register lines remain manageable.
  • Ensure timely retrieval of shopping carts to enhance customer convenience.
  • Oversee the cleanliness and maintenance of restrooms and customer service areas.
  • Act as the final authority on cashier empowerment and lane inquiries, providing guidance and training as needed.
  • Promote the company’s customer loyalty initiatives and other programs effectively.

Qualifications:

  • High School Diploma or GED is preferred.
  • Flexibility to work various shifts, including evenings, weekends, and holidays.
  • Preferred experience of 2 years in retail management or supervisory roles.
  • Demonstrated ability to lead, coach, and foster relationships in a fast-paced environment.
  • Proficient in motivating a diverse team of full-time and part-time members.
  • Ability to make informed decisions and implement effective solutions.
  • Skilled in multitasking and adapting to rapidly changing situations.
  • Comfortable with training and communicating effectively with team members.

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