Customer Experience Lead (LW)

O'Toole's Garden Centers Inc.; Lakewood (CO); On-site; USD 23,866 - 33,992; Full time

Job summary

O'Toole's Garden Centers is seeking a Customer Experience Lead to guide a team of plant enthusiasts, keep the store running smoothly, and brighten every customer's day. You will handle customer service, merchandising, coaching, and store operations on a full-time schedule in Lakewood/ Westminster, CO.

You'll lead on the sales floor, maintain store standards, process payments, and coach staff to deliver outstanding service, while supporting health and safety and adhering to company values.

Qualifications

• High school diploma or equivalent (experience considered).
• 2+ years of retail experience with increasing responsibility.
• Strong customer service, communication, and leadership skills.
• Strong independent problem-solving skills and the ability to make sound decisions when working alone.
• Ability to lift up to 50 lbs and work on your feet.
• Weekend availability.
• Must be able and willing to work 36+ hours a week.
• Must speak, read, and write fluent English.
• Willingness to learn, take initiative, and help others grow.
• Commitment to O'Toole's core values.

Responsibilities

• Greet every customer with politeness, enthusiasm, and genuine friendliness.
• Actively look for ways to elevate the customer's experience.
• Demonstrate strong listening and communication skills and encourage others to do the same.
• Follow through on customer concerns by acknowledging, escalating, and resolving issues when needed.
• Know all register functions and jump in when needed.
• Accurately process all payment types and give correct change.
• Support opening and/or closing register procedures and ensure cash‑handling policies are followed.
• Know our processes and hardline products or know where to look when you don't.
• Stay aware of current sales, promotions, and seasonal focuses.
• Monitor plant health and communicate issues to management.
• Direct the stocking team to keep displays clean, full, and visually appealing.
• Ensure signs, pricing, and product displays are correct and attractive.
• Execute visual displays using provided signage and promotional materials.
• Merchandise hardline product aisles and end caps based on provided plans.
• Help ensure the entire team is aware of promotions.
• Work across all departments — plants, hard goods, cashier, receiving, and more.
• Communicate candidly, kindly, and professionally with team members and leaders.
• Prioritize company goals and help the store function smoothly.
• Lead by example and help maintain a productive, positive work environment.
• Ensure the store opens and closes on time.
• Act as the Manager on Duty when the Store Manager or Assistant Manager is away.
• Assist with general store maintenance inside and outside.
• Help coach associates on proper operational procedures.
• Must be willing to learn to operate a forklift.
• Take on special assignments from management.
• Attend staff meetings and team trainings.
• Support all health and safety practices.
• Uphold O'Toole's policies, procedures, and core values.

Skills

Customer service

Leadership

Communication

Problem-solving

MS Office

English fluency

Lift 50 lbs

Weekend availability

36+ hours/week

Education

High school diploma or equivalent

A.A. or bachelor's degree

Tools

Microsoft Office

Job description

O'Toole's Garden Centers is searching for Customer Experience Leads to guide our team of plant enthusiasts, keep the store running smoothly, and help make every customer's day a little brighter. You'll juggle customer service, merchandising, coaching, and the occasional runaway cart — and yes, you will absolutely end up with dirt under your nails. It's all part of the fun!

Location: Lakewood & Westminster, Colorado

Hours: Full-time, year-round

Pay: $21/hr

What You'll Be Doing (Besides Making the Store Look Amazing)

As the Customer Experience Lead, your #1 mission is the customer. You'll be the go‑to support person on the sales floor, helping guide the team, maintain store standards, and make sure every guest leaves happier than they arrived.

Customer Service

• Greet every customer with politeness, enthusiasm, and genuine friendliness.
• Actively look for ways to elevate the customer's experience.
• Demonstrate strong listening and communication skills and encourage others to do the same.
• Follow through on customer concerns by acknowledging, escalating, and resolving issues when needed.

Cashier Support

• Know all register functions and jump in when needed.
• Accurately process all payment types and give correct change.
• Support opening and/or closing register procedures and ensure cash‑handling policies are followed.

Product Knowledge & Store Standards

• Know our processes and hardline products or know where to look when you don't.
• Stay aware of current sales, promotions, and seasonal focuses.
• Monitor plant health and communicate issues to management.
• Direct the stocking team to keep displays clean, full, and visually appealing.

Sales & Merchandising

• Ensure signs, pricing, and product displays are correct and attractive.
• Execute visual displays using provided signage and promotional materials.
• Merchandise hardline product aisles and end caps based on provided plans.
• Help ensure the entire team is aware of promotions.

Team Support

• Work across all departments — plants, hard goods, cashier, receiving, and more.
• Communicate candidly, kindly, and professionally with team members and leaders.
• Prioritize company goals and help the store function smoothly.
• Lead by example and help maintain a productive, positive work environment.

Operations

• Ensure the store opens and closes on time.
• Act as the Manager on Duty when the Store Manager or Assistant Manager is away.
• Assist with general store maintenance inside and outside.
• Help coach associates on proper operational procedures.

Other Responsibilities

• Must be willing to learn to operate a forklift.
• Take on special assignments from management.
• Attend staff meetings and team trainings.
• Support all health and safety practices.
• Uphold O'Toole's policies, procedures, and core values.

What We're Looking For

Must-Haves

• High school diploma or equivalent (experience considered).
• 2+ years of retail experience with increasing responsibility.
• Strong customer service, communication, and leadership skills.
• Strong independent problem-solving skills and the ability to make sound decisions when working alone.
• Ability to assess issues quickly and take initiative without constant oversight.
• Proficiency with Microsoft Office and the ability to learn new systems quickly.
• Ability to lift up to 50 lbs and work on your feet.
• Weekend availability.
• Must be able and willing to work 36+ hours a week.
• Must speak, read, and write fluent English.
• Willingness to learn, take initiative, and help others grow.
• Commitment to O'Toole's core values.

Nice-to-Haves

• Supervisory or team-lead experience.
• A.A. or bachelor's degree.
• Basic plant knowledge or the desire to become a plant expert.
• Bilingual (English/Spanish) is a plus.

Why You'll Love Working at O'Toole's

• Work in an environment full of sunshine, fresh air, and people who genuinely love what they do.
• Be part of a supportive, fun, ego-free team.
• Enjoy meaningful work that leaves customers smiling.
• Grow your leadership skills and plant knowledge.

O'Toole's Garden Centers may conduct a background investigation as part of the employment application and hiring process. This screening may occur before employment and, where permitted by law, during employment.

If a background check is conducted, it may include, but is not limited to:

• Criminal history records (local, state, and federal)
• National and county court records
• Verification of employment history
• Verification of education

Professional license verification (if applicable)

Searches of the State and Federal Sex Offender Registries

Other lawful records relevant to the position applied for

Background checks will be conducted in compliance with the federal Fair Credit Reporting Act (FCRA), applicable Colorado law, and any other governing federal, state, or local regulations.

In accordance with Colorado law, including the Colorado Chance to Compete Act, criminal history information will only be considered at the appropriate stage of the hiring process and will not automatically disqualify an applicant from employment. Any employment decision based in whole or in part on information obtained from a consumer report will follow all legally required notice and pre‑adverse/adverse action procedures.

By proceeding in the application process, you acknowledge that you have received this disclosure and understand that O'Toole's Garden Centers may obtain a background report as a condition of employment.