Customer Service Manager Back-Up

Essential Job Functions:
•    Ensure safe, effective and efficient Customer Service is provided in the front-end.
•    Ensure all front-end associates treat customers and each other in a cordial, respectful and professional manner (in person and on the telephone.)
•    Assist Customer Service Manager in supervising all Customer Service and front-end personnel.
•    Be proficient and able to train others in the following Customer Service areas: (a) Basic operations of the Front End, (b) Use of equipment on the Front End, (c) Customer service counter operations, (d) Count room protocols, (e) Accounting functions and store reports, (f) Checker, Combo Clerk and Courtesy Clerk duties and (g) Dillon policies and procedures.
•    Accountable and responsible for all money debited, collected, and deposited at the store.
•    Maintain a well-organized, clean, pleasant shopping environment at the check stand, front-end, Customer Service counter and parking lot area.
•    Provide active support for our Customer 1st culture.
•    Demonstrate the ability and desire to promote, communicate and implement company initiatives and process improvements to direct reports in a positive and respectful manner.
•    Demonstrated aptitude to manage people and organize workloads.
•    Perform any and all duties as assigned.

Behaviors/Skills:
Some of the behaviors needed to successfully perform this position are:
Leadership Behaviors:
•    Puts the Customer First - Anticipates customer needs, champions for the customer, acts with customers in mind, exceeds customers’ expectations, gains customers’ trust and respect.
•    Communicates Effectively and Candidly - Communicates clearly and directly, is approachable, relates well to others, engages people and helps them understand change, provides and seeks feedback, articulates clearly, actively listens.
•    Achieves Results Through Teamwork – Is open to diverse ideas, works inclusively and collaboratively, holds self and others accountable, involves others to accomplish individual and team goals.
•    Leads Through Positive Influence – Demonstrates strong character, builds partnerships, models a conscious balance between work and personal life, takes personal responsibility for own development, role models leadership qualities such as motivation, inspiration, passion and trust.
•    Coaches and Develops Others - Develops and cares about associates, builds effective teams, helps people be their best, values and manages diversity, provides candid and constructive feedback.
•    Leads Change and Innovation - Challenges the status quo, embraces technology, puts forward creative ideas, champions and implements process improvements, gathers the ideas of others, demonstrates good judgment about which ideas will work.
•    Executes with Excellence - Is action oriented, drives for results, sets clear expectations and milestones, reviews progress, acts decisively, solves problems, can be counted on to consistently meet or exceed goals.
•    Provides Clear and Strategic Direction - Plans and organizes well, sets a clear and simple course of action, stays focused on the most important priorities, has the ability to visualize and plan for the future, understands the industry and marketplace.
•    Safety Awareness -Identifying and correcting conditions that affect employee safety; upholding safety standards.
 

Minimum Position Qualifications:
•    Willing to be flexible and work mornings, afternoons, evenings, nights as the work demands. Willing and available to work weekends and holidays as needed.
•    Effective written and oral communication skills.
•    Ability to make intelligent decisions quickly.
•    Able to tactfully & calmly handle stressful situations and make a positive impression on associates and customers. 
•    Understanding of all key components of department operations (i.e. managing people, merchandising, inventory management, shrink control, Customer Services, labor scheduling, expense control, CAO etc.)