Position DescriptionThe Service Manager is primarily responsible for enabling and empowering a team of Customer Service Associates (CSAs) to deliver the best possible customer service experience in the store. This includes responsibility for customer facing activities on the sales floor (e.g., greeting customers, listening and probing to understand needs, identifying solutions), as well as non-customer facing activities (e.g., downstocking, inventory management and area recovery). The Service Manager ensures department(s) are customer ready at all times while inspiring engaging, customer-focused behavior, mitigating and reducing customer complaints, and driving positive first impressions for customers upon entering the store.The Service Manager is responsible for coaching, mentoring, training, and continually monitoring Customer Service Associates in his/her area. The individual in this role is also responsible for leading Customer Service Associates in other departments, as needed, to meet the demands of the store.
This requires broad product knowledge and the ability to engage employees and customers across departments.Job RequirementsRequires morning, afternoon, and evening availability any day of the week; physical ability to move large, bulky and/or heavy merchandise; physical ability to perform tasks that may require prolonged standing, sitting, and other activities necessary to perform job duties.Minimum QualificationsHigh School Diploma and 3 years of experience in a big box retail environment OR 5 years of experience in a big box retail environment1 year of experience in customer serviceExperience managing project teams (with or without direct report responsibility)Experience recruiting, training, mentoring, and developing a service team (with or without direct report responsibility)Experience working cross-functionallyStrong working knowledge of Microsoft OfficePreferred Qualifications3 years of retail customer service experience Experience in a leadership role with direct report responsibilityExperience working in the home improvement retail sectorExperience working in a fast paced, dynamic retail environmentExperience using store computer systems (including but not limited to: Project Tool, Genesis, M2O, Thin Client, etc.)