Customer Service Lead: Elevate Guest Experience & Team

River Valley Co-op; Easthampton (MA); On-site; USD 36,000 - 48,000; Full time

Job summary

River Valley Co-op is seeking a Customer Service Shift Leader in Easthampton, MA. This role guides the customer service team on the sales floor, ensuring friendly service, accurate cash handling, and efficient order processing both in-store and online.

The ideal candidate will model professional behavior during peak times, help train staff, and support daily operations, including deposits, reconciliations, and customer issue resolution.

Qualifications

• Outstanding customer service skills.
• Attention to detail and good organizational skills.
• Ability to be flexible and adapt to changing conditions quickly.
• Practical communication skills in English.
• Ability to read and comprehend instructions.
• Ability to work as a collaborative team player.
• Ability to follow through on systems, procedures, and policies.
• Ability to work efficiently in a fast-paced environment.
• Standing, walking, bending, sitting, reaching; able to lift 50 lbs.

Responsibilities

• Answer customer questions and resolve complaints/issues. Refer unresolved questions or problems to the Manager on Duty, department managers, or other appropriate staff.
• Issue credits to customers for returned items, adhere to the co-op policy, and ensure that returns are appropriately disposed of.
• Record shrink promptly and accurately.
• Promptly answer and route phone calls, answer phone questions if possible, and take and route messages as needed.
• Sign up customers for classes or other events.
• Support owner services by assembling new owner packets, signing up new owners and Food for All customers, and updating the Customer database.
• Sell gift cards in person and over the phone, including processing orders for local non-profit organizations.
• Make and manage the break schedule for the day.
• Assist Managers by contacting staff to cover call-outs.
• Train cashiers as assigned by Customer Service Management, including Point of Sale operation, product knowledge, tenders, co-op programs, and register policies.
• Resolve scan discrepancies for Customers and notify the Point of Sale Specialist, Category team, and/or Manager on Duty of any price or item discrepancies.
• Communicate with cashiers and keep them updated on products, policies, and program information.
• Maintain supplies needed for the smooth operation of the department, including bags, tape, pens, forms, sanitizer, etc.
• Direct customer service staff during downtime, including sending them to support in other areas of the store.
• PARTICIPATE in bi-annual ownership drives.
• Be familiar with the benefits of co-op ownership, and provide helpful information about it to customers who are not owners—process owner payments.
• Make effective use of downtime, including bagging for co-workers, stocking and packaging products, maintaining full stock levels in product departments, assisting on service counters, and participating in projects across the store as assigned.

Skills

Customer service

Team leadership

Cash handling

Communication skills

English proficiency

Tools

Point of Sale

Computer

Scanner

Fax

Copier

Job description

River Valley Co-op is seeking a Customer Service Shift Leader in Easthampton, MA. This role guides the customer service team on the sales floor, ensuring friendly service, accurate cash handling, and efficient order processing both in-store and online.

The ideal candidate will model professional behavior during peak times, help train staff, and support daily operations, including deposits, reconciliations, and customer issue resolution.