Customer Service Lead - Supervisory- Full Time

Compensation for this opportunity is based on candidate experience and position

Join our team! All associates receive a 30% discount!

The pay range for this position is $18-$21 / hour and is based on experience.

POSITION SUMMARY :

The Customer Service Lead role at Ocean State Job Lot ( OSJL and Company ) is responsible for creating a positive experience for each customer who visits our store and ensuring all associates are trained in and follow the Company's TREAT program.

This role is also expected to facilitate fulfillment requests or service opportunities as it relates to OSJL’s Buy Online Ship to Store ( BOSS ) program.

The Customer Service Lead role is responsible for creating the front-end schedule and at times will be responsible for opening and closing the store.

ESSENTIAL DUTIES AND RESPONSIBILITIES :

• Engage with store customers through OSJL’s TREAT model to provide an optimal customer experience, and make certain customer experience expectations are met or exceeded.
• Manage front-end expectations, including, but not limited to, supporting the completion and posting of cashier work and break schedule, meeting register end cap standards, and promoting the Insider program and charitable donations.
• Act in the capacity of team lead for the store's BOSS Program.
• Support customer engagement in the BOSS Program by ensuring that the Company fulfillment metrics are being met.
• Ensure the front-end of the store is well maintained and stocked, which may include, but is not limited to, attention to register racks, end caps, powerlane, and the service desk areas.
• Promote and properly execute company-wide customer engagement campaigns, which may include, but are not limited to, donation efforts, Insider accounts, the BOSS Program, and Crazy Deals.
• Use store level reporting to verify the Company’s promotional benchmarks are being met. Benchmarks may include those related to donations, the BOSS Program, Insider accounts, and Crazy Deals.
• Act as a liaison between the customer and the corporate customer service team to provide a high level of service to all customers.
• Resolve customer service related inquiries in the best interest of the Company and the customer.
• Facilitate fulfillment of the BOSS Program orders upon request by customers in-store.
• Act in compliance with all Company policies and procedures.
• Assist with onboarding and training of front-end associates.
• Assist in leading front-end initiatives.
• Responsible for opening and closing of stores as needed.

EDUCATION AND EXPERIENCE REQUIREMENTS :

• 1 or more years of experience leading and training a team of associates, preferably in a retail or customer service environment.
• 1 or more years of professional experience in other retail environments is required.
• Prior customer service experience, training experience, and prior merchandise ordering, receiving, stocking, and maintenance experience in other retail environments is preferred.
• Computer experience required : Experience with Google platform (i.e., Sites, Slides, Drive, Docs, and Sheets). Experience with Qlik is preferred.

ATTRIBUTES :

• Effective Communicator : You possess strong communication skills and have the ability to build and maintain a culture of trust and respect.
• Team Oriented : You are capable of embracing the ideas of others (even if they conflict with your own) for the sake of the Company.

You commit time, focus, and energy to develop future OSJL leaders by motivating them around a common purpose and vision.

• Time Management : You are able to handle multiple projects at once, and can organize multiple projects around given deadlines.
• Self-motivated : You can work with a minimum amount of supervision and be capable of strategically prioritizing multiple tasks in a proactive manner.

You understand the tools and processes needed to meet larger strategic initiatives.

• Passionate : You must be passionate about online collaboration and ensuring our clients are successful; we love seeing hunger and ambition.
• Organized : You lead by example in serving all of our stakeholders : customers, owners, communities, and fellow associates.
• Leadership : You are a leader and exhibit that in your everyday work. You pride yourself on developing future leaders.

You have direct experience leading others and have been responsible for supporting their performance.

WORK ENVIRONMENT :

• Work primarily in a climate controlled environment with minimal safety / health hazard potential. This position may require extended periods of moving, remaining stationary, ascending, descending, and / or positioning oneself to complete various tasks throughout the shift.
• Some sedentary activities and near vision use for reading and computer use.
• May be responsible for physical activities including counting cash, using hand tools, ascending or descending a ladder, moving, reaching, and lifting on a frequent basis : should be able to lift 35 lbs on a regular basis.
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

This job description does not list all the duties of the job. You may be asked by supervisors or managers to perform other job duties and tasks, some of which may be essential to the position.

Leadership has the right to revise this job description at any time. The job description is not a contract, either express or implied.

You are an at-will employee, meaning either you or the Company may terminate your employment at any time, with or without notice.

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