Job Summary: The Customer Service Lead assists the Store Management Team in the overall operations of the cash wrap to lead by example and to assist sales associates in maximizing sales, presentation and provide the utmost exceptional customer service.
- To perform customer service with Friendliness, Energy, and Enthusiasm while ensuring the quality of customer service is presented and provided by Customer Service Lead in a timely and courteous manner to all customers, donors and other employees
- To perform bill checks, voids, price checks & price tag reprints, cash drops, drawer counts & reconciliation, bag checks and ensure asset protection of GSNs policies and procedures are adhered to
- Handle customer store credits per cash/credit policies and procedures
- VIP sign-ups – Customer Service Lead to approve, signup within GSN VIP policies and procedures
- Sales training – Customer Service Lead is expected to enforce the sales promotion(s) of the day, upcoming sales, daily deals sales structure.
- The expectation of Customer Service Lead is to train Sales Associates within their store while leading by positive example with the following:
- Daily coaching and reminders of greeting each customer and announcements of daily, weekly and all upcoming sales structures
- Communicate energetically to the customers (e.g. “Make sure you come back tomorrow for our Dollar Day” or “Don’t forget our Red Tag Sale this Saturday!”)
- Maintain cleanliness and organization of sales floor and cash wrap area using a daily Opening Checklist and weekly Floor Work Logs
- Demonstrate excellent customer service skills. Address customer concerns in a respectful way by listening to the concern and using conflict management skills to diffuse the situation if necessary. Notify Store Manager of all customer concerns.
- Guides cashiers to ensure that store and front exterior are kept clean and free of safety hazards, and that safety procedures are understood by Cashiers.
- Ensure that asset protection matters are reported and investigated accurately and in a timely manner.
- Ensure proper operation of security and safety systems including, but not limited to: door locks, office door, refunds, safe, fire extinguishers and cash handling procedures.
- Ensure proper cash handling including enforcement of cash register procedures and submission of required fields.
- Assists in any other projects as determined by management.
- Ensure compliance with all Goodwill of Southern Nevada (GWSN) policies provided in the Team Member Goodwill Guidebook, Goodwill Industries International standards, and safety and security regulations.
Adhere to all GWSN Manuals, handbooks, policies and procedures.
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- Must be able to work in open warehouse environment being exposed in various weather and temperature conditions to include extreme heat, humidity and cold.
- High school/ GED completion.
- Ability to follow verbal instructions and to work as a team member.
- Must be able to read and write.
- Must be able to continuously perform repetitive work, at a set pace.
- Minimum of 1 year of retail experience or excellent cash handling experience
- Must exhibit a high level of integrity and business ethics.
- Requires a high level of adaptability and flexibility.
- No record or disclosure of criminal conviction within 7 years from date of application that indicates a tendency towards theft, violence, dishonesty, deceit, drug manufacture or sale, moral turpitude, or predatory behavior.
- Must provide proof of identification and eligibility to work in the United States of America.
- Must be fluent in English; bilingual a plus.
- Lift/Carry: Medium up to 50 pounds.
- Push/Pull: Carts through the store up to 100 pounds.
Position is generally standing or walking. Some bending, kneeling and lifting is required when dealing with merchandise or donations.
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