Customer Service Associate Team Leader

Job Responsibilities

• Delivers outstanding customer experience; and holds all Team Members accountable for delivering outstanding customer service.
• Establishes clear expectations for balancing in-store customer service and completing online orders.
• Maintains strong knowledge and awareness of relevant competitors and industry trends.
• Sustains strong knowledge and awareness of relevant competitors and industry trends.
• Maintains cleanliness of workspaces including staging area and coolers.
• Ensures compliance with relevant regulatory rules and standards.
• Proactively identifies process improvement opportunities.
• Consistently communicates and models WFM core values, leadership principles, and supports goals.

Job Skills

• Strong ability to perform task management, balancing dynamic customer flows.
• Demonstrated understanding of how labor utilization and task management drive performance metrics and customer experience.
• Strong analysis skills to root cause underperformance (either observed or demonstrated by metric performance).
• Strong ability to communicate performance analysis findings and actions, both verbally and in writing.
• Excellent interpersonal, motivational, team building and customer relationship skills.
• Capable of teaching others in a positive and constructive manner.
• Demonstrated decision-making ability, leadership skills, and ability to prioritize and delegate.
• Proficient with email, Microsoft Office, and operations-related applications.
• Proficient with mobile applications, dashboards, and basic understanding of retail systems capabilities.

Qualifications

• 18+ months retail experience including 6+ months of supervisory experience.