Customer Service Lead
Fleet Farm Careers•Clintonville, WI
•Onsite
About The Position
The Customer Service Team Lead is responsible for overseeing Front End operations, including all Customer Service, Cashier activities, cart retrieval, and front-end housekeeping. This role involves setting and leading customer service expectations through coaching and modeling, conducting daily cashier observations, and managing the customer service desk and cash office operations. The lead will also assist with service desk activities, manage inventory, ensure efficient customer flow, and promote company initiatives.
Requirements
- 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.
- 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 a quick-changing environment.
- Be comfortable communicating and conducting training.
Nice To Haves
- High School Diploma or GED preferred.
- 2 years of retail management or supervisory experience preferred.
Responsibilities
- Set, lead, and coach Best in Class expectations for customer service through coaching and modeling.
- Conduct daily cashier observations to ensure consistency and efficiency of customer service processes.
- Assist cashiers by checking for challenges and helping to keep lines moving.
- Manage the customer service desk and cash office operations.
- Conduct cash office activities and outside cash handling improvements.
- 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 carts.
- Ensure that restrooms and customer service areas are properly maintained.
- Act as the 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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
501-1,000 employees
