Ocean State Job Lot Customer Service Lead in East Falmouth, Massachusetts
The Customer Service Lead is responsible for creating a positive experience for each customer who visits our store & ensuring all associates are trained in & follow the company's TREAT program. This role is also expected to facilitate any fulfillment or opportunities as it relates to OSJL's BOSS (Buy Online Ship To Store) program. The Customer Service Lead is responsible for creating the front-end schedule & at times will be responsible for opening &/or closing the store. ESSENTIAL DUTIES & RESPONSIBILITIES: Engage with store customers through OSJL's TREAT model to provide an optimal customer experience, & ensure customer experience expectations are met &/or exceeded Manage front end expectations. Support the completion & execution of the cashier work & break schedule. Ensure the front end of the store is well maintained & stocked, which includes, but is not limited to, register racks, end caps, powerlane & service desk Promote & properly execute companywide customer engagement campaigns, which include, but are not limited to, donation efforts, Insiders, BOSS & Crazy Deals Use store level reporting to ensure company promotional benchmarks are being met. Benchmarks include, but are not limited to, those related to the following efforts, donations, BOSS, Insiders & Crazy Deals Act as a liaison between the customer & the corporate customer service team to ensure effective service to all customers Resolve customer service-related opportunities in the best interest of the company & the customer Facilitate fulfillment of BOSS orders upon request by customers in-store Act in compliance with all Company policies & procedures Assist with onboarding & training of front-end associates Assist in leading front-end initiatives Responsible for opening &/or closing of store as needed EDUCATION & EXPERIENCE REQUIREMENTS: Minimum 1-3 years of professional experience in other retail environments required Prior customer service experience, training experience, & prior merchandise ordering, receiving, stocking, & maintenance experience in other retail environments preferred Computer skills (email; Google platform i.e., sites, slides, drive, docs, sheets; Qlik) ATTRIBUTES: Effective Communicator: You possess strong communication skills & have the ability to build & maintain a culture of trust & respect. Team Oriented: You are capable of embracing the ideas of others (even if they conflict with your own) for the sake of the company & client. You commit time, focus, & energy to develop future OSJL leaders by motivating them around a common purpose & vision. Self-motivated: You can work with a minimum of supervision & be capable of strategically prioritizing multiple tasks in a proactive manner. You understand the tools & processes needed to meet larger strategic initiatives. Passionate: You must be passionate about online collaboration & ensuring our clients are successful; we love seeing hunger & ambition. Organized: You lead by example in serving all of our stakeholders: customers, owners, communities, & fellow associates. Time Management: You are able to handle multiple projects at once, & can organize multiple projects around given deadlines. Leadership: You are a leader & exhibit that in your everyday work. You pride yourself on developing your leadership skills & working with a diverse group of customers & associates. WORK ENVIRONMENT: Work primarily in a climate-controlled environment with minimal safety/health hazard potential. This position may require extended periods of moving, remaining stationary, ascending, descending, &/or positioning oneself to complete various tasks throughout the shift. Some sedentary activities & near vision use for reading & computer use. May be responsible for physical activities including counting cash, using hand tools, ascending or descending a ladder, moving, reaching, & lifting on a frequent basis: should be able to lift 35 lbs. on a regular basis.