Customer Service Lead

Fleet Farm; Waukee (IA); On-site; USD 42,000 - 54,000; Full time

Job summary

Fleet Farm seeks a Customer Service Team Lead to oversee Front End operations, including customer service, cashier activities, cart retrieval and front-end housekeeping. Mentors staff to uphold best-in-class service and drive efficient store processes.

Ideal candidates have retail supervisory experience, strong communication, and the ability to motivate diverse teams while coordinating daily cash office tasks and service desk duties. Fleet Farm supports equal opportunity employment.

Qualifications

• Leadership experience in retail or service industries.
• Ability to coach and mentor a diverse team.
• Strong communication and customer service skills.
• Flexibility to work days, nights, weekends, and holidays.
• Proven track record of improving service quality.

Responsibilities

• Oversee front end operations including cashier activities.
• Coach and set expectations for customer service.
• Monitor cash office procedures and liquidity.
• Ensure cart availability and housekeeping.
• Assist with service desk duties including returns and buy-online-pickup.
• Promote Fleet Farm loyalty programs.

Skills

Customer service leadership

Coaching and training

Retail operations

Team motivation

Education

High School Diploma or GED

Job description

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.