Customer Service Lead

8 hours ago

De Forest, Wisconsin, United States Fleet Farm Full time
Customer Service Lead Job Description

Fleet Farm is seeking a highly motivated and experienced Customer Service Lead to join our team. As a Customer Service Lead, you will be responsible for overseeing the Front End operations, including all Customer Service, Cashier activities, cart retrieval, and front-end housekeeping.

Key Responsibilities:
  • Coach and mentor team members to set, lead, and coach Best in Class expectations for customer service.
  • Conduct daily cashier observations to ensure consistency and efficiency of customer service processes.
  • Be on the move, checking with Cashiers to see if they're experiencing any challenges and give them a helping hand to keep the lines moving.
  • Manage the customer service desk and cash office operation.
  • Conduct cash office activities and outside cash handling improvement.
  • Assist with all service desk activities, including accepting returns, issuing rain checks, sales of tobacco, and pickups of Buy Online Pick up In Store orders.
  • Responsible for customer service supply ordering and inventory.
  • Ensure cash register lanes never get more than 3 customers.
  • Ensure timely retrieval of shopping cart.
  • Ensure that restrooms and customer service areas are properly maintained.
  • Act as a final decision maker on cashier empowerment and lane call inquiries, including coaching, teaching, and training guidelines.
  • Positive promotion of Fleet Farm customer loyalty program, credit card, and other company initiatives.
Requirements and Education:
  • High School Diploma or GED preferred.
  • Ability to work a flexible schedule, including days, nights, weekends, and holidays is required.
  • 2 years of retail management or supervisory experience preferred.
  • Proven ability to lead, coach, and build relationships in a fast-changing environment.
  • Must be able to direct and motivate a diverse population that includes full-time and part-time Team Members.
  • Demonstrated ability to act decisively and implement solutions.
  • Demonstrated ability to multi-task; ability to respond flexibly in quick-changing environments.
  • Be comfortable communicating and conducting training.

Fleet Farm is an Equal Employment Opportunity Employer and gives all applicants for employment equal consideration regardless of race, color, sex, gender, ethnicity, religious creed or belief, national origin, ancestry, age, physical or mental disability, sexual orientation, genetic information, citizenship status, military or veteran status, pregnancy, or any other status protected by federal, state, or local law.

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