Robson Ranch Service - Service Lead - Full time

Responsibilities

• May serve as backup to department manager
• Provides work direction and training to other Partners
• Directly supervises employees in the department
• Approves financial transactions (e.g., overrides, opening / closing suspended orders)
• Manages traffic flow / customer throughput; relays / monitors expectations related to daily performance goals
• Tracks / anticipates high-sales times to ensure proper staffing, including lunch / break times
• Maintains Service-related inventory (e.g., wrap, bags, cart maintenance, etc.) as needed
• Performs WGO walk to set up department in absence of Department Manager or Service Admin; observes / assesses conditions; reports to Manager and / or coaches Partners on the spot if necessary
• Troubleshaots equipment / technology (e.g., POS, coupons, self-checkout, eComm); escalates to Help Desk as needed
• Maintains front-end selling metrics and daily goals (e.g., impulse items, WOW); encourages effective merchandising
• Performs duties of Service Partners frequently
• Coaches Partners in the moment and long-term; monitors performance related to goals, standards, and expectations (e.g., hospitality, IPMs, BOB)
• Facilitates / reinforces training from Partner Learning
• Trains on suggestive selling techniques to meet customer needs and build sales
• Reinforces positive behavior
• Addresses Partner concerns (on the spot); elevates as needed
• Answers customer questions regarding products and assists them with selections; helps customers locate store merchandise
• Accurately identifies and responds to customer needs
• Models / coaches on superior customer service; addresses customer concerns; serves as point of escalation to resolve issues
• Processes customer transactions of goods and services
• Complies with departmental and Store SOPs; ensures other Partners comply as well
• Maintains standards in shrink, safety, inventory control, and sanitation

Qualifications & Key Requirements

• Age Requirement: 18+
• Work Experience: 1+ years of retail / customer service experience
• Cashier experience
• Knowledge/Skills/Abilities: Advanced customer service skills, Strong planning, organization, and time-management skills, Strong verbal / written communication and interpersonal skills, Conflict resolution and influencing skills, Decision-making skills, Ability to coach, Ability to build relationships, Ability to communicate with / speak effectively to customers and Partners at all levels, Ability to read and interpret documents such as safety rules, operating / maintenance instructions, and procedure manuals, Ability to write routine reports and correspondence
• Education: High school diploma or equivalent (associate's degree a plus)
• Licenses/Certifications: Completion of required company training
• Physical Demands & Working Conditions: Function in a fast-paced, retail, office environment while performing detailed and precise tasks, Work with customers, staying attentive to their needs, yet maintaining composure in high-stress situations, Work extended hours; sit or stand for extended periods, Regularly lift / carry 40 - 60 lbs, Stand, walk, bend, reach, kneel, squat, and reach overhead and side to side throughout a shift