Customer Service Lead

Fleet Farm Careers•Sioux Falls, SD

About The Position

The Customer Service Lead oversees front-end operations, including customer service, cashier activities, cart retrieval, and front-end housekeeping. Through coaching and role modeling, the Lead establishes and supports high standards for customer service and helps maintain consistent, efficient processes. The role also manages the customer service desk and cash office operations, supports cash handling, and serves as a final decision maker for cashier empowerment and lane-call inquiries. The Lead helps keep checkout lines moving, ensures shopping carts are retrieved promptly, and maintains restrooms and customer service areas. The position also supports service desk transactions, inventory and supply ordering, and promotion of the company’s loyalty program, credit card, and other initiatives. Fleet Farm is an Equal Employment Opportunity Employer and will provide reasonable accommodations to applicants with disabilities upon request, consistent with applicable laws.

Requirements

High school diploma or GED preferred.
Ability to work a flexible schedule, including days, nights, weekends, and holidays.
Proven ability to lead, coach, and build relationships in a fast-changing environment.
Ability to direct and motivate a diverse population of full-time and part-time Team Members.
Ability to act decisively and implement solutions.
Ability to multitask and respond flexibly in a quickly changing environment.
Comfort communicating and conducting training.

Nice To Haves

Two years of retail management or supervisory experience preferred.
High school diploma or GED preferred.

Responsibilities

Oversee front-end operations, including customer service, cashier activities, cart retrieval, and front-end housekeeping.
Set, lead, and coach customer service expectations through coaching and modeling.
Conduct daily cashier observations to support consistent and efficient customer service processes.
Check in with cashiers, address challenges, and help keep checkout lines moving.
Manage customer service desk and cash office operations.
Conduct cash office activities and support improvements to outside cash handling.
Assist with service desk activities, including returns, rain checks, tobacco sales, and Buy Online Pick up In Store order pickups.
Order customer service supplies and manage inventory.
Ensure cash register lanes do not have more than three customers waiting.
Ensure timely retrieval of shopping carts.
Ensure restrooms and customer service areas are properly maintained.
Make final decisions on cashier empowerment and lane-call inquiries, including coaching, teaching, and training team members on guidelines.
Promote the Fleet Farm customer loyalty program, credit card, and other company initiatives.
Direct and motivate a diverse team of full-time and part-time Team Members.