Service Team Leader – Job Profile

OVERVIEW

Our stores are focused on relationships not just transactions. As a Service Team Leader, your individual responsibilities will include demonstrating excellent service and assisting customers on the sales floor and at the cash wrap. In addition, you will be responsible for supporting the operational policy and procedures related to all customer transactions. Duties may include authorizing transactions such as discounts, price adjustments and other decisions necessary to minimize disruptions to the business. The Service Team Leader serves as a role model and is responsible in assisting with developing team members to consistently provide exceptional customer service.

RESPONSIBILITIES

• CUSTOMER FOCUSED: Maintain customer confidence by coaching service team members to consistently provide exceptional customer service, monitoring customer experience; and addressing customer complaints. Enhance the customer’s shopping experience by understanding the importance of certain brands and price points to our customers.

• RESPECT: Provides leadership to Service Team Members when Supervisor is on break. (Key Holder)

• INTEGRITY: Complete operational requirements by conducting opening and closing procedures, reviewing paperwork of all cashiers, monitoring check-out lines, adjusting the number of open registers as needed, and maintaining all cash- handling and register procedures are adhered to consistently.

• TEAMWORK: Promote teamwork by conducting one-minute meetings with all Service Team Members at the beginning of their shifts, ensure all members are up to speed on current events and contests; provide effective performance feedback as needed to improve service and operational skills

• STRIVING FOR EXCELLENCE: Maintain sales-generation focus by monitoring cash register coverage; execute and support new policies regarding front end operations; maintain WSS visual and operational cash wrap standards. Maintain supply inventory of forms, tape, pens, bags, promotional items and business cards.

ADDITIONAL REQUIREMENTS:

• OPEN COMMUNICATION: Strong interpersonal and communication skills. Ability to read, write, and interpret instructional documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to effectively communicate with customers, peers, and management in person and over the telephone.
• Mathematical Skills: Basic math functions such as addition, subtraction, multiplication, and division. Must be able to make change in American monetary units.
• ENTREPRENEURIAL SPIRIT: Reasoning - Ability to multi-task remaining attentive to customers and while remaining flexible to the needs of the business. Ability to work as part of a team and take initiative independent of direct supervision.
• Physical Demands: This position involves constant moving, talking, reaching, grabbing and standing for at least two consecutive hours. May occasionally involve stooping, kneeling, crouching, and climbing ladders. Involves lifting at least 30 lbs.
• Other Skills: Enthusiastic, friendly, and energetic with a genuine desire to provide exceptional service to customers.

• Work Hours: Available to work a variety of hours, including nights and weekends and holidays.

EDUCATION/ EXPERIENCE

• Must be 18 years or older.
• High School or GED equivalent
• Previous retail, hospitality or customer service experience a plus
• Experience leading a peer team desired but not required

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required