Customer Service Lead

Fleet Farm; United States; On-site; USD 42,000 - 62,000; Full time

Job summary

Fleet Farm is seeking a Customer Service Team Lead to oversee Front End operations, including customer service and cashier activities, while coaching staff to deliver Best in Class service. You will mentor cashiers, manage the service desk and cash office, and promote loyalty initiatives.

The role requires leadership, adaptability in a fast-paced environment, and the ability to motivate a diverse team across shifts. This on-site position emphasizes guest experience and operational efficiency.

Qualifications

• 2 years of retail management or supervisory experience.
• Flexible schedule including days, nights, weekends, and holidays.
• Ability to lead, coach, and build relationships in a fast changing environment.
• Direct and motivate a diverse population that includes full-time and part-time team members.
• Demonstrated ability to act decisively and implement solutions.

Responsibilities

• Oversee Front End operations, including all Customer Service, Cashier activities, cart retrieval, and front-end housekeeping.
• Coach and model Best in Class expectations for customer service.
• Conduct daily cashier observations to ensure consistency and efficiency of customer service processes.
• Be on the move, checking with cashiers to assist with challenges and keep lines moving.
• Manage the customer service desk and cash office operation; conduct cash office activities.
• Assist with service desk activities, including returns, rain checks, tobacco sales, and Buy Online Pick up In Store orders.
• Responsible for customer service supply ordering and inventory.
• Ensure cash register lanes never have more than 3 customers.
• Ensure timely retrieval of shopping carts.
• Maintain restrooms and customer service areas.
• Act as final decision maker on cashier empowerment and lane call inquiries, including coaching and training guidelines.
• Promote Fleet Farm loyalty program, credit card, and other company initiatives.

Skills

Customer service

Leadership

Coaching

Team motivation

Communication

Education

High School Diploma or GED

Job 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 theyre 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.