Customer Service Lead — Flexible Schedule & Team Coaching

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

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.