Customer Service Team Lead
6 days ago
We are seeking a highly skilled and experienced Customer Service Team Lead to join our team at Kohl's. As a key member of our store operations, you will be responsible for delivering exceptional customer service, leading a team of associates, and driving sales growth.
Key Responsibilities- Lead and coach a team of associates to deliver speed of service, execute complicated transactions, and create a compelling customer experience at the point of sale and customer service.
- Meet or exceed individual goals, such as credit and loyalty, and support the service team in meeting storewide goals.
- Coach, teach, and train associates to accurately and efficiently execute point of sale and customer service standards based on company guidelines.
- Support the training of associates on merchandising standards, product knowledge, and tools, and utilize resources and adhere to Kohl's brand standards.
- Support inventory accuracy by timely and accurate completion of all required merchandise disposition practices.
- Oversee daily cash-related processes, such as register and cash balancing, change orders, authorizing voided transactions, supplies, and over/short research.
- Lead with integrity, honesty, and foster teamwork in an engaged and inclusive culture.
- Exercise good judgment and take appropriate action as needed.
- Model, guide, and provide direction to associates.
- Demonstrate and coach a customer service mindset, including customer service philosophies, anticipating customer needs, and satisfactorily resolving issues.
- Support strong operational standards, shortage mitigation, and merchandising presentation, including accurate pricing and proper signing.
- Prevent loss by educating associates, monitoring daily store activity, and product protection standards, and partnering with Loss Prevention.
- Monitor and adjust resources as the business dictates to support customer needs and workload demands when assigned by a store executive as leader on duty.
- Use key performance indicators (KPIs) to make informed business decisions that drive overall store results.
- Accomplish multiple tasks within established timeframes.
- Train, monitor, and reinforce company policies, procedures, standards, and guidelines.
- Maintain adherence to company safety policies for the safety of all associates and customers.
- Key holder responsibilities include opening and closing store processes, and providing direction to associates.
- Other responsibilities as assigned.
- Must be at least 18 years of age or older.
- Experience supervising teams or associates, including the responsibility for coaching to achieve daily goals.
- Strong verbal/written communication and interpersonal skills.
- Flexible availability, including days, nights, weekends, and holidays.
- 2 years of experience in retail or a similar industry.
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