Lead Retail Customer Service Associate

Lead Consultant is knowledgeable in all areas of the Store’s business, including print, signs & graphics, and shipping, and consistently delivers a positive customer experience. The role involves taking customer orders, coordinating store activities, providing pricing information, recommending FedEx Office products and services, producing complex orders, and operating advanced equipment. The Lead Consultant uses consultative skills to anticipate needs, suggest alternatives, and provide solutions. With leadership direction, they may also guide Consultants and resolve escalated customer issues.

Responsibilities

• Take customer orders and coordinate store activities
• Provide pricing information and recommend appropriate FedEx Office products and services
• Produce complex orders using advanced operational knowledge and expertise
• Operate equipment requiring advanced skills
• Manage, monitor, and facilitate all production processes
• Use consultative skills to anticipate customer and colleague needs, suggest alternatives, and provide solutions
• Provide direction to Consultants and resolve escalated customer issues under leadership guidance
• Apply Quality Driven Management principles to improve internal processes, reduce costs, and optimize profitability
• Support FedEx Office Quality initiatives

Requirements

• High school diploma or equivalent education
• 2+ years of specialized experience
• Excellent verbal and written communication skills

Essential Functions

• Ability to stand during entire shift, excluding meal and rest periods
• Ability to move and lift 55 pounds
• Consistent ability to bend/twist at the waist and knees
• Consistent ability to communicate effectively with customers, vendors, and team members
• Consistent ability to perform work activities requiring cooperation and instruction
• Consistent ability to function in a fast-paced environment under substantial pressure
• Consistent ability to maintain attention and concentration for extended periods
• Consistent ability to work with minimal supervision
• Consistent ability to report regularly to work and maintain established business hours

Preferred Qualifications

Experience applying Quality concepts in daily activities and supporting process improvement initiatives.

Benefits

• Health Coverage: Full-time employees eligible for medical, dental, and vision coverage on date of hire; part-time employees eligible after 91 days of employment and working a minimum average of 17 hours per week.
• Flexible Spending Accounts (FSA): Eligibility aligns with health coverage requirements.
• 401(k) Plan: Company match after one year of service; eligibility begins on the first day of the month following one month of service.
• Educational Assistance: Up to $5,250 per calendar year for tuition and allowable education expenses after 90 continuous days of employment.
• Paid Time Off:
  • Holiday pay, bereavement time, and accrual programs for vacation and sick time (amount varies by job classification and length of employment).
  • Paid sick time accrues at one hour for every 30 hours worked, up to 72 hours (or as required by law).
  • Vacation accrual:
    • Part-time: Starts after 1 year of service at 3.34 hours for every 173 hours worked.
    • Full-time: Starts immediately, accruing approximately one or two weeks in the first year (based on position), increasing with tenure.
  • 4 premium holidays, 2 non-premium holidays, and 2 floating holidays.
• Parental Leave: 2 weeks paid parental leave.
• Military Leave: Up to 80 hours for full-time or 40 hours for part-time during short-term military leave of 21 days or less.
• Adoption Assistance Program: Available to regular part-time/full-time employees with 12 months of continuous service.
• Disability Insurance: Long-term and short-term disability for regular full-time employees after 180 days of active employment.
• Life Insurance: Basic and supplemental life insurance, and accidental death and dismemberment (AD&D) available on date of hire for part-time and full-time employees.
• Commuter Benefits: Available to part-time and full-time employees on date of hire; coverage begins two months after election.
• Voluntary Benefits: Available to regular part-time and full-time employees on date of hire.

Eligibility requirements apply, and some benefits depend on job classification and length of employment. Benefits are subject to change and governed by formal plan documents.

Pay

Starting pay range: $21.65 - $25.44 per hour. Actual starting pay determined by experience, market level, and location. Eligible for additional pay, premiums, or bonus potential.