Lead Customer Service Manager

Harmons•St. George, UT

1d•Onsite

About The Position

The purpose of this position is to ensure the smooth and efficient operation of the front end. This person will be providing exceptional customer service to all customers, training and mentoring front end associates, assisting with checking and bagging, handling customer complaints, promoting Foodie Club Card, processing refunds and exchanges, and ensuring the front end has proper coverage at all times.

Requirements

Basic math skills used for making change
10-key skills
Ability to interpret policies and procedures
Excellent organization and planning skills
Must possess solid communication skills, including verbal and listening skills in order to effectively and efficiently communicate with and manage diverse groups of people
Ability to appropriately and professionally handle conflict
Must possess the ability to accept constructive review and be accountable for one’s own success as well as the success of your team
Required to make logical, significant decisions using general, recognized skills and techniques
Must possess integrity, a positive attitude, be mission-driven, and be self-directed with a demonstrated passion for Harmons’ mission and commitment to working collaboratively
Continually strives to be product minded, customer minded, personnel minded, detailed, consistent, and forward focused
Ability to work weekends, evenings, and holidays

Nice To Haves

A high school diploma or GED preferred

Responsibilities

Follows established departmental and store policies and procedures
Ensures the cleanliness and sanitation of all front end areas
Stocks check stands with bags and other supplies
Assigns check stands to scheduled associates
Ensures breaks and lunches are given to front end associates and coverage is maintained
Follows procedures for opening and closing the store
Performs overrides as needed
Assists with checking and bagging as needed
Ensures all cashiers are using appropriate wording when offering the Foodie Club Card to customers
Ensures all cashiers are promoting Foodie Club Card to every customer
Monitors cashier production to see percentage of customers using Foodie Club per cashier
Trains Customer Service Managers on resolving associate issues with the Foodie Club Card
Ensures checkers and courtesy clerks are following procedures and providing exceptional customer service
Handles refunds and exchanges for customers
Audits and verifies tills throughout the day and at store closing
Handles customer complaints
Assists customers with questions and finding items throughout the store
Ensures “go-backs” are completed
Ensures pricing accuracy for items that are scanned
Handles money and gives accurate change to ensure a balanced till at the end of their shift
Provides honest, direct, and constant feedback to associates regarding their performance and areas of improvement; assesses associate performance and influences promotion, discipline, etc.
Promptly addresses and resolves associates’ concerns and/or grievances
Writes the front end schedule to ensure coverage and meet labor goals
Understands and applies Harmons’ policies for checks, gift cards, WIC, etc.
Active member of the Safety Committee which helps ensure the safety of both customers and associates
Teaches, mentors, and educates front end associates to help them be successful members of the team
Provides honest, direct, and constant feedback to front end associates regarding their performance and areas of improvement
Communicates openly and frequently with the Store Director
Assists as needed to ensure the success of the store as a whole
Performs other job-related duties as assigned.