Crystal Lake-Customer Service Manager

The Customer Service Manager reports to and assists the General Manager and Assistant Store Manager, in daily operations, including motivating and inspiring the team to achieve store goals. They are focused on the customer experience through active supervision and enhancing the service culture. The Customer Service Manager also provides a strong leadership presence and control in the store, while enforcing all company policies and procedures, including, safety and security.

Major Duties and Responsibilities:

• Consistently creates a welcoming environment for the customer and quickly responds to customer inquiries and needs

• Observe staff member's customer engagement and interactions, provide instructions and guidance to staff to continually improve the customer experience

• Demonstrates leadership to staff by providing high levels of customer service, driving sales, handling difficult and/or complicated sales, demonstrating organizational skills

• Conducts new employee orientations, trains and coaches Store Associates

• Utilizes company tools to diagnose opportunities and develops action plans to improve performance

• Regularly communicates with General Manager and Assistant Manager to discuss strengths, opportunities, and trends in business to increase sales

• Regularly communicates with General Manager and Assistant Manager to discuss strengths and opportunities of staff members

• Provides direction, support, and ongoing feedback of overall performance to staff members

• Assists in the hiring process to the needs of the business, actively recruiting to ensure open positions are filled

• Ensures company standards are met for store and associate appearance

• Assists with planning and adjusting schedules as necessary to maximize sales, while ensuring payroll expectations are followed

• Plans, coordinates, and executes all merchandising and sales promotions in a timely manner while ensuring pricing and signage information is accurate

• Willingness to participate in continued education, including product knowledge and professional development

• Assists management team with inventory management

• Performs all duties of a store associate while functioning as a Customer Service Manager

• Performs all duties as directed by managers

Qualifications

• Must be 21 years of age

• 1-2 years retail management experience. Demonstrates supervisory and training/coaching skills

• Full-time employment, ability to work evenings, weekends and holidays, as scheduled. Consistent and regular attendance required

• Ability to develop constructive and effective relationships with staff and customers by possessing strong interpersonal skills to communicate with confidence

• Skills to influence at all levels; demonstrated ability to work effectively within a team and be assertive in driving successful management strategies

• Demonstrates strong comprehension along with excellent written and oral communications skills; ability to read small type

• Possess strong organizational and time management skills; effective ability to multitask and strong attention to detail required

• Ability to operate business machines and electronic devices (scanners, phones, computer keyboards, etc.)

• Ability to count cash and make change accurately

• If necessary, must be able to pass any applicable alcohol training class and maintain a current certification card

• Ability to repeatedly lift 40-50 pounds

• Ability to stand and/or walk for extended periods of time

• Ability to follow directions and complete assignments

• Perform all duties as assigned by supervisors

• Ability to repeatedly walk up and down stairs

• Ability to work in cold areas

The Pay range for this position is $19.00-$22.00