Customer Service Lead

Fleet-Farm; DeForest (WI); On-site; USD 42,000 - 65,000; Full time

Job summary

Fleet Farm in DeForest, WI is seeking an experienced Customer Service Team Lead to oversee Front End operations, including Customer Service, Cashier activities, cart retrieval and front-end housekeeping. This role focuses on coaching staff and ensuring Best in Class service across the store.

You will coach and model standards, conduct cashier observations, assist with service desk activities (returns, rain checks, BOPIS), manage the cash office, and promote loyalty programs.

Qualifications

• High School Diploma or GED preferred.
• Flexible schedule including days, nights, weekends, and holidays is required.
• 2 years of retail management or supervisory experience preferred.
• Proven ability to lead, coach, and build relationships in a fast changing environment.
• Direct and motivate a diverse population including full-time and part-time team members.
• Experience in training and coaching.

Responsibilities

• Oversee Front End operations including Customer Service, Cashier activities, cart retrieval, and front-end housekeeping.
• Coach and model Best in Class expectations for customer service through daily guidance and example.
• Conduct daily cashier observations to ensure consistency and efficiency of customer service processes.
• Manage the customer service desk and cash office operations.
• Conduct cash office activities and improvements to outside cash handling.
• Assist with service desk activities, including returns, rain checks, tobacco sales, and Buy Online Pick up In Store orders.
• Oversee customer service supply ordering and inventory.
• Ensure cash register lanes keep lines moving and customer flow is smooth.
• Promote Fleet Farm loyalty program and other company initiatives.

Skills

Leadership

Coaching

Customer service

Communication

Education

High School Diploma or GED

Job description

DeForest
4630 Dalmore Road
DeForest, WI 53532, USA

Description

Do you enjoy serving customers, mentoring others, and impacting processes to ensure customers are receiving the best possible service? Do you have a positive attitude and love interacting with people? If so, this opportunity is for you!

The Customer Service Team Lead is responsible for overseeing Front End operations, including all Customer Service, Cashier activities, cart retrieval, and front-end housekeeping.

Job duties:

• Through coaching and modeling, the Customer Service Team Lead will set, lead, and coach Best in Class expectations for customer servic
• Responsible to conduct daily cashier observations to ensure consistency and efficiency of customer service processe
• Be on the move, checking with Cashiers to see if they’re experiencing any challenges and give them a helping hand to keep the lines movi
• Responsible for managing the customer service desk and cash office operation
• Conduct any cash office activities and outside cash handling improvement
• Assist with all service desk activities, including accepting returns, issuing rain checks, sales of tobacco, and pickups of Buy Online Pick up In Store order
• Responsible for customer service supply ordering and inventor
• Ensure cash register lanes never get more than 3 customers
• Ensure timely retrieval of shopping cart
• Ensure that restrooms and customer service areas are properly maintai
• Acts a final decision maker on cashier empowerment and lane call inquiries, including coaching, teaching, and training guideline
• Positive promotion of Fleet Farm customer loyalty program, credit card, and other company initiatives.

Job Requirements and Education:

• High School Diploma or GED preferred.
• Ability to work a flexible schedule, including days, nights, weekends, and holidays is required.
• 2 years of retail management or supervisory experience preferred.
• Proven ability to lead, coach, and build relationships in a fast changing environment.
• Must be able to direct and motivate a diverse population that includes full-time and part-time Team Members.
• Demonstrated ability to act decisively and implement solutions.
• Demonstrated ability to multi-task; ability to respond flexibly in quick changing environment.
• Be comfortable communicating and conducting training.

Fleet Farm is an Equal Employment Opportunity Employer and gives all applicants for employment equal consideration regardless of race, color, sex, gender, ethnicity, religious creed or belief, national origin, ancestry, age, physical or mental disability, sexual orientation, genetic information, citizenship status, military or veteran status, pregnancy, or any other status protected by federal, state or local law. Upon request and consistent with applicable laws, Fleet Farm will provide reasonable accommodations to individuals with disabilities who need an accommodation to fully participate in the application process.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.