Customer Service Team Lead

6 days ago


Des Moines, Iowa, United States Kohl's Full time
About the Role

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.
Leadership Expectations
  • 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.
Requirements
  • 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.
Preferred Qualifications
  • 2 years of experience in retail or a similar industry.


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