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Retail Customer Service Lead

Company: Ocean State Job Lot
Location: Meriden
Posted on: September 21, 2022

Job Description:

POSITION SUMMARY:The Customer Service Lead is responsible for creating a positive experience for each customer who visits our store and ensuring all associates are trained in and follow the company's TREAT program. This role is also expected to facilitate any fulfillment or opportunities as it relates to OSJLs BOSS (Buy Online Ship To Store) program. The Customer Service Lead is responsible for creating the front end schedule and at times will be responsible for opening and/or closing the store.ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Engage with store customers through OSJLs TREAT model to provide an optimal customer experience, and ensure customer experience expectations are met and/or exceeded
  • Manage front end expectations. Support the completion and execution of the cashier work and break schedule.
  • Ensure the front end of the store is well maintained and stocked, which includes, but is not limited to, register racks, end caps, powerlane and service desk
  • Promote and properly execute company wide customer engagement campaigns, which include, but are not limited to, donation efforts, Insiders, BOSS and Crazy Deals
  • Use store level reporting to ensure company promotional benchmarks are being met. Benchmarks include, but are not limited to, those related to the following efforts, donations, BOSS, Insiders and Crazy Deals
  • Act as a liaison between the customer and the corporate customer service team to ensure effective service to all customers
  • Resolve customer service related opportunities in the best interest of the company and the customer
  • Facilitate fulfillment of BOSS orders upon request by customers in-store
  • Act in compliance with all Company policies and procedures
  • Assist with onboarding and training of front-end associates
  • Assist in leading front-end initiatives
  • Responsible for opening and/or closing of store as neededRequirementsEDUCATION & EXPERIENCE REQUIREMENTS:
    • Minimum 1-3 years of professional experience in other retail environments required
    • Prior customer service experience, training experience, and prior merchandise ordering, receiving, stocking, and maintenance experience in other retail environments preferred
    • Computer skills (email; Google platform i.e. sites, slides, drive, docs, sheets; Qlik)WORK ENVIRONMENT:
      • Work primarily in a climate controlled environment with minimal safety/health hazard
        potential. This position may require extended periods of moving, remaining stationary, ascending, descending, and/or positioning oneself to complete various tasks throughout the shift.
      • Some sedentary activities and near vision use for reading and computer use.
      • May be responsible for physical activities including counting cash, using hand tools, ascending or descending a ladder, moving, reaching, and lifting on a frequent basis: should be able to lift 35 lbs on a regular basis.
      • Reasonable accommodations may be made to enable individuals with disabilities toperform essential functions.Required qualifications:
        • Legally authorized to work in the United States
        • Speaks English
        • Reads EnglishPreferred qualifications:
          • 16 years or older

Keywords: Ocean State Job Lot, Meriden , Retail Customer Service Lead, Hospitality & Tourism , Meriden, Connecticut

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