Customer Service Lead

Fleet Farm Careers•Baxter, MN

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 role sets and leads customer-service expectations, supports cashiers, and helps ensure efficient service. The Lead also manages the customer service desk and cash office operations, handles cash-office activities, supports service-desk transactions, maintains supplies and inventory, and helps promote Fleet Farm programs and initiatives. The role requires a flexible schedule that may include days, nights, weekends, and holidays. Fleet Farm is an Equal Employment Opportunity Employer and, upon request and consistent with applicable laws, provides reasonable accommodations to individuals with disabilities who need them to participate fully in the application process.

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.
Demonstrated ability to act decisively and implement solutions.
Ability to multitask and respond flexibly in a rapidly 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

Coach and model Best in Class customer-service expectations.
Conduct daily cashier observations to support consistent and efficient customer-service processes.
Check in with cashiers, help resolve challenges, and assist in keeping 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 pickup of Buy Online Pick Up In Store orders.
Order customer-service supplies and manage inventory.
Ensure cashier lanes do not have more than three customers waiting.
Ensure shopping carts are retrieved in a timely manner.
Ensure restrooms and customer-service areas are properly maintained.
Make final decisions on cashier empowerment and lane-call inquiries, including coaching, teaching, and training on guidelines.
Promote the Fleet Farm customer loyalty program, credit card, and other company initiatives.