Department Head - Customer Service - Petaluma

FRIEDMANS HOME IMPROVEMENT•Petaluma, CA

2d•$22 - $29•Onsite

About The Position

Friedman’s Home Improvement is hiring a full-time Department Head for its Petaluma, California retail store. The Department Head is a values-based leader who provides daily service to external and internal customers, works alongside Team Members, and sets the pace and customer-service standard for the department. The role trains, mentors, and coaches Team Members and provides daily support. The Department Head maintains proficiency in product knowledge, standard operating procedures, processes, policies, safety, and service, and supports the daily workflow and completion of departmental priorities and activities. The position requires an active, readily available presence on the sales floor and in the department, and may include other assigned tasks and projects. The Department Head supports sales, inventory, and customer service; oversees department appearance and maintenance; coordinates responses to customer-service rushes; and seeks process improvements. The role also manages daily department operations, including scheduling, coverage, breaks and lunches, worklists, and Team Member workflow. Additional duties include new-hire orientation and paperwork, safety walks, supporting candidate interviews, promoting safety, and following Hazmat procedures. This is a non-exempt position at a Friedman’s Home Improvement retail location. Hours are based on retail business needs and may vary between 4:00 a.m. and 9:00 p.m., Sunday through Saturday, with occasional variations. Occasional travel between retail stores, the distribution center, and headquarters may be required. The job involves standing, walking, reaching, handling objects, climbing or balancing, and occasionally sitting, stooping, kneeling, crouching, or crawling. The Team Member must be able to lift or move up to 50 pounds and may occasionally encounter outdoor weather, high places, airborne particles, toxic or caustic chemicals, extreme cold or heat, and moderate noise.

Requirements

High school diploma or GED.
1–2 years of experience in a retail environment.
Proficiency with Microsoft Office, including Outlook, Word, and Excel.
Basic knowledge of D365 and the ability to learn the system.
Ability to multitask and work alongside Team Members while coaching and training in the moment.
Detail-oriented, organizational, and problem-solving skills.
Ability to take ownership of an issue and follow through to resolution.
Foundational organization, leadership, customer-service, and communication skills, with motivation to continue building them.
Ability to read, write, and comprehend instructions and correspondence, and effectively present information to customers, clients, and other Team Members.
Ability to use common-sense reasoning to follow written or oral instructions and address problems involving a few concrete variables in standardized situations.
Ability to perform the essential duties satisfactorily, with reasonable accommodations available for individuals with disabilities.
Ability to meet the physical demands of the job, including lifting or moving up to 50 pounds.

Responsibilities

Provide daily customer service to external and internal customers and model the department’s customer-service standards.
Connect with Team Members through daily walks, maintain a visible floor presence, and work alongside them to model expected behavior.
Maintain the assigned department and its set integrity, including facing, safe overhead storage, overstock labels, bin stickers, profit strips, cleanliness, endcaps, and current signage.
Identify department and store process improvements and share ideas with the manager.
Maintain product knowledge across store departments to assist Team Members and customers.
Coordinate and oversee responses to a 214, troubleshoot areas needing assistance, and oversee the area through rush periods.
Train Team Members in product knowledge and technical skills; mentor, coach, and provide respectful in-the-moment feedback.
Recognize and document excellent Team Member performance.
Use foundational leadership and problem-solving skills to develop solutions and make recommendations to a supervisor.
Conduct New Hire Orientation and safety walks, and complete associated new-hire paperwork.
Manage daily department operations, including maintaining schedules, covering call-outs, assisting during peak hours, and helping move customer traffic through the store.
Prepare Team Member worklists and manage daily workflow.
Create, manage, and update department break and lunch schedules and break workflow.
Shadow store candidate interviews to learn the interview process.
Promote department safety and continuous improvement of the safety culture through Team Member interactions.
Maintain and apply Hazmat knowledge and procedures relevant to the store and location.
Perform other tasks and projects as assigned.