Customer Service Manager

Roche Bros • Wellesley, MA

5d

About The Position

The Customer Service Manager oversees daily front-end store operations and ensures customer satisfaction by developing and training customer service associates. The role supports company policies, standards, programs, and procedures, and fosters a pleasant, friendly atmosphere by treating customers and associates with care. It provides direction and support to customer service associates, oversees checkout and courtesy booth operations, and works with store leadership to maintain service, operational, safety, and financial standards.

The manager plans staffing schedules, supports associate onboarding and performance development, resolves customer concerns, and helps control expenses and shrink through oversight of cash handling and related procedures. The position requires understanding and troubleshooting the point-of-sale system and ensuring compliance with applicable company policies and laws.

The work is primarily indoors, with possible exposure to outdoor hot or cold temperatures and wet or humid conditions. The stated hiring range is $24.30–$31.60 per hour.

Requirements

• Passion for working with people and commitment to customer service excellence.
• Successful experience in front-end operations or relevant management experience.
• Ability to show initiative, work with limited supervision, make decisions, provide direction, use sound judgment, and act on opportunities to solve problems.
• Ability to work with people of varied backgrounds, personalities, and authority levels to accomplish company goals.
• Detail-oriented, organized, confident, and able to communicate excellently.
• 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 relevant to front-end operations.
• Must be authorized to work in the United States.

Responsibilities

• Promote a service-oriented store environment in which associates greet, assist, and thank customers promptly and courteously; resolve customer complaints to the customer's satisfaction.
• Foster associate morale and an open-door environment by managing respectfully, supportively, and as a team.
• Work with associates according to the company's “Golden Rule” to build a strong customer service team.
• Direct and support customer service associates to maintain a disciplined, smoothly operating front end, including supplying change and handling issues referred by cashiers and service clerks.
• Ensure new customer service associates complete onboarding and e-learning and receive training on department goals and expectations.
• Treat associates fairly and consistently to support morale.
• Plan work schedules to meet service standards, stay within budgeted payroll, and comply with 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 Cash Office Manager and store management to minimize expenses and control shrink, including through cash-handling oversight, security, product handling, and returns.
• Communicate needs and problems to the store management team, provide support, cooperate with store leadership and department specialists, and relay price discrepancies to the appropriate department manager.
• Recognize strong associate performance, coach associates on areas needing improvement, identify problems, and make recommendations to management.
• Ensure company standards for cleanliness, safety, food handling, sanitation, and productivity.
• Maintain a complete understanding of the point-of-sale system and troubleshoot technical issues.
• Handle other duties as assigned by management.
• Oversee accurate and efficient courtesy booth sales and service functions, including cash handling, customer complaints and requests, refunds, phone calls, and sales of gift cards, cigarettes, and stamps.
• Control cash-handling procedures and related media, including preparing and verifying bank deposits, ordering and verifying change, register pickups and loans, register and office balancing, and returned-check redeposit and collection follow-up.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed