Customer Service- Assistant Manager

Roche Bros•Boston, 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 helps develop front-end associates through skill development and on-the-job training, supports company policies and standards, and promotes a pleasant, friendly atmosphere for customers and associates. The position provides direction and operational support to customer service associates, helps ensure smooth and accurate checkout, and supports staffing, training, performance coaching, expense control, and compliance. It also helps maintain company standards for cleanliness, safety, food handling, sanitation, and productivity. The role requires working a schedule based on the store’s business needs and may involve working indoors or outdoors in cold, hot, wet, or humid conditions.

Requirements

Passion for people and commitment to customer service excellence.
Successful experience completing company training programs.
Ability to show initiative, work with limited supervision, make decisions, provide direction, exercise sound judgment, and act on opportunities to solve problems.
Detail-oriented, organized, confident, and able to demonstrate excellent communication skills.
Demonstrated ability to work with people of diverse backgrounds, personality traits, and levels of authority to accomplish company goals.
ServSafe certification.
Must 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 business needs of the store location.
Ability to use computer programs and applications pertinent to front-end operations.
Must be authorized to work within the United States.

Responsibilities

Promote a service-oriented company image by ensuring associates greet, assist, and thank customers promptly and courteously; resolve customer complaints to the customer’s satisfaction.
Provide an open-door atmosphere that supports associate morale and excellent customer service, managing in a respectful, supportive, team-oriented manner.
Commit to the “Golden Rule” and work with associates to build a strong customer service team.
Assist in directing customer service associates and maintaining smooth front-end operations, including supplying change and handling problems referred by cashiers and service clerks.
Ensure new customer service associates complete onboarding and e-learning and receive training on department goals and expectations.
Promote high associate morale by treating associates fairly and consistently.
Assist with planning work schedules to maintain service standards, meet budgeted payroll, and follow 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, cashier over/short, security, shoplifting, product handling, and returns.
Communicate needs and problems to the Customer Service Manager and collaborate with store management to optimize department performance; report price discrepancies to the appropriate department manager.
Assist the Customer Service Manager in recognizing outstanding performance and coaching associates; identify performance problems and make recommendations to the management team.
Ensure company standards for cleanliness, safety, food handling, sanitation, and productivity.
Perform other duties as assigned by management.
Understand the point-of-sale system and troubleshoot technical issues.