Customer Service Team Lead

TJX•Cape Coral, FL

1d•Onsite

About The Position

The Customer Service Team Lead leads the frontline to promote a highly satisfied customer experience and drive customer loyalty. The role develops high-performing teams by training and mentoring associates on register transactions, policies, and procedures. It promotes an inclusive and welcoming culture, supports team and individual results, and may work in multiple store areas as needed. The Team Lead addresses customer concerns, communicates customer feedback and company initiatives, provides recognition and constructive feedback, and coordinates register coverage and breaks. The role also maintains cash controls, audits paperwork, upholds cleanliness and merchandising standards, monitors frontline equipment, follows company and loss-prevention procedures, handles damages and mark-outs of stock, and reports safety hazards. Other duties may be assigned.

Requirements

High school graduate or equivalent degree preferred.
Available to work a flexible schedule, including evenings and weekends.
Able to work as a team member.
Excellent interpersonal skills.
Exceptional customer service skills.
Able to lift heavy merchandise, with or without reasonable accommodations.
Able to train and provide direction to others.
Able to operate a register and handle money.
Able to handle confidential information with discretion.

Nice To Haves

Experience as a coordinator or previous retail or supervisory experience preferred.

Responsibilities

Promote a highly satisfied customer experience and drive customer loyalty through programs and initiatives.
Address customer concerns and issues promptly.
Update associates on customer experience feedback, goals, and company initiatives.
Train and mentor associates on register transactions, policies, and procedures.
Recognize cashier performance and provide constructive feedback.
Maintain and monitor cash controls, including the change fund.
Follow labor laws and meal- and break-period policies.
Assign registers and coordinate breaks to optimize coverage at the frontline and sales floor.
Audit and approve paperwork.
Maintain cleanliness, recovery, and organizational standards throughout the frontline.
Monitor frontline equipment and communicate issues to management.
Execute and adhere to company directives.
Maintain merchandising standards within the queue line.
Follow operational, merchandise, and loss-prevention policies and procedures, including merchandise ticketing, EAS tagging when applicable, and coding standards.
Ensure damages and mark-outs of stock are handled properly and promptly.
Promote a safe environment and report safety hazards.
Work in multiple areas of the store as needed.
Perform other duties as assigned.

Benefits

Associate discount
Employee assistance program (EAP)
Smoking cessation support
Bereavement benefit
401(k) associate contributions
Child care discounts
Cell phone discounts
Pet insurance
Legal insurance
Credit union
Referral bonuses
401(k) match for associates meeting service or hours requirements
Medical insurance for associates meeting service or hours requirements
Dental insurance for associates meeting service or hours requirements
Vision insurance for associates meeting service or hours requirements
Health savings account (HSA) for associates meeting service or hours requirements
Health care flexible spending account (FSA) for associates meeting service or hours requirements
Life insurance for associates meeting service or hours requirements
Short- and long-term disability for associates meeting service or hours requirements
Paid parental leave for associates meeting service or hours requirements
Paid holidays, vacation, and sick time for associates meeting service or hours requirements
Auto and home insurance discounts
Scholarship program
Adoption assistance