Customer Service- Assistant Manager

Roche Bros•Westwood, MA

About The Position

The Assistant Customer Service Manager supports the front end by assisting the Customer Service Manager with daily store-front-end operations and customer satisfaction. The role develops associates through skill development and on-the-job training, supports company policies and standards, and helps ensure programs, procedures, and policies are followed. It provides high-quality service by creating a pleasant, friendly atmosphere and treating customers and associates with respect. The position supports customer service associates, checkout operations, scheduling, training, compliance, expense control, and associate performance. It works with the Customer Service Manager and store management team to resolve problems and improve department performance. The role is based primarily inside the store and may involve outdoor exposure to cold or hot, wet, or humid conditions. The stated hiring range is $19.40–$25.20 per hour.

Requirements

Successful experience with company training programs.
Ability to take initiative, work with limited supervision, make decisions, provide direction, use sound judgment, and act on opportunities to solve problems.
Detail-oriented and organized, with confidence and excellent communication skills.
Ability to work with people from varied backgrounds, personality traits, and levels of authority to accomplish company goals.
ServSafe certification.
Meet federal, state, and local age regulations for the sale of alcohol and tobacco.
Ability to read, write, speak, and understand English.
Ability to work a schedule based on the store location’s business needs.
Ability to use computer programs and applications relevant to front-end operations.
Must be authorized to work in the United States.
Passion for people and commitment to customer service excellence.

Responsibilities

Promote a service-oriented company image and ensure associates greet, assist, serve, and thank customers promptly, courteously, and professionally; resolve complaints to customers’ satisfaction.
Maintain an open-door atmosphere and support associate morale through respectful, supportive, team-oriented management.
Commit to the “Golden Rule” and help build a strong customer service team.
Assist with directing customer service associates and maintaining smooth front-end operations, including supplying change and handling issues referred by cashiers and service clerks.
Ensure new customer service associates complete onboarding and e-learning and receive training on department goals and expectations.
Treat associates fairly and consistently to support morale.
Assist with work schedules to maintain service standards, meet budgeted payroll, and comply with wage-and-hour policies and regulations.
Oversee prompt, efficient, and accurate customer checkout.
Ensure compliance with company policies and procedures and applicable state and federal laws.
Work with the Customer Service Manager to minimize expenses and control shrink, including cash handling, pickups and loans, cashier overages and shortages, security, shoplifting, sweet-hearting, product handling, and returns.
Communicate needs and problems to the Customer Service Manager and work with store management to improve department performance; communicate price discrepancies to the appropriate department manager.
Help recognize outstanding associate performance, coach associates on areas needing improvement, identify problems, and recommend actions to the management team.
Ensure company standards for cleanliness, safety, food handling, sanitation, and productivity are achieved.
Perform other duties assigned by management.
Understand the point-of-sale system and troubleshoot technical issues.