Retail Sales Worker Lead - Cleveland Zoo Retail Merchandise

About the role

The Retail Sales Lead Worker coordinates store operations, supporting and training utility workers and cashiers. They assign daily work tasks to Sales Associates and General Utility Workers, ensuring all preparations are completed in advance and the team delivers superior guest service. Retail Sales Lead Workers serve as role models, providing outstanding customer service and resolving guest situations. They maintain a professional and enthusiastic atmosphere, even in the absence of management.

Responsibilities

• Perform all Sales Associate and General Utility Worker duties.
• Hold pre-shift meetings to communicate daily tasks, visiting VIPs, safety topics, and other operational details.
• Act as a concierge resource for guests, providing knowledge about the surrounding area.
• Ensure all guests are greeted upon entering the store.
• Train Sales Associates and General Utility Workers to develop a customer service-focused team.
• Oversee smooth operations in the manager’s absence and handle customer relations issues effectively.
• Resolve customer complaints efficiently and professionally.
• Maintain inventory of stock, noting shortages or out-of-stock items.
• Order merchandise and supplies to meet demand.
• Complete monthly safety inspections and file incident/injury reports as needed.
• Ensure store cleanliness and a pleasant atmosphere.
• Compile daily cash and sales data using Microsoft Excel and Point of Sale (POS) systems.
• Lead nightly close-out procedures, balancing cash with daily sales.
• Perform nightly audits of cashier documentation.
• Assist management in scheduling employees according to labor budgets and assigning work tasks.
• May assist with hiring General Utility Workers and Sales Associates.
• Coordinate, correct, supervise, and submit payroll for the department, ensuring accuracy and timely reporting.

Job duties may change or new ones may be assigned without formal notice to meet operational commitments.

Requirements

• Previous retail experience preferred.
• Mathematical skills required for sales reports and audits.
• Must be of legal age to work with alcohol (where applicable).
• Must provide proof of completion of a responsible alcohol training and certification program (where applicable).
• Flexibility to work a rotational schedule, including weekends and holidays.
• Fluency in the native language, both spoken and written.
• Computer literacy in MS Office programs.
• Ability to operate equipment such as photocopiers, vacuum cleaners, calculators, printers, telephones, computers, and Point of Sale (POS) systems.
• Must maintain a well-groomed and professional appearance.

Physical Demands

• May involve lifting, bending, pushing, pulling, and/or extended walking and standing.
• May require wearing uniforms and/or Personal Protective Equipment (PPE).

Pay

The hourly rate for this position is $14.50 to $15.50.

Benefits

• Comprehensive benefits including medical, dental, and vision coverage.
• Work/life resources.
• Retirement savings plans, such as 401(k).
• Paid days off, including parental leave and disability coverage.

Benefits vary by location, legal requirements, employee eligibility, and work location.