Customer Service Lead

Fleet Farm Careers•DeForest, WI

10d

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 modeling, the Lead sets and reinforces best-in-class customer service expectations, supports cashiers, manages the customer service desk and cash office operations, and helps ensure efficient and consistent service. The role also supports customer-facing company initiatives and maintains customer service areas and supplies.

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 team 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.

Responsibilities

Coach and model best-in-class customer service expectations.
Conduct daily cashier observations to promote consistent and efficient customer service processes.
Check in with cashiers, help resolve challenges, and help keep checkout lines moving.
Manage the customer service desk and cash office operations, including cash-handling activities and improvement efforts.
Assist with service desk activities, including returns, rain checks, tobacco sales, and Buy Online, Pick Up In Store order pickups.
Order and maintain inventory of customer service supplies.
Ensure cashier lanes do not have more than three customers waiting.
Ensure shopping carts are retrieved promptly.
Ensure restrooms and customer service areas are properly maintained.
Make final decisions on cashier empowerment and lane-call inquiries, and coach, teach, and train team members on guidelines.
Promote the Fleet Farm customer loyalty program, credit card, and other company initiatives.