Job Title:  Customer Service Lead                                                               Reports to:  Operations Manager

Position Summary:  Primarily responsible for providing customer service, consistent with our Easy Sales and Service standards.  Responsible for efficient and effective front-end operations

General Purpose:  Customer Service, Front-end Operations

Role Qualifications:

·        Exhibit Easy Sales and Service behaviors in all interactions and communications with customers, associates and management

·        Demonstrate the ability to effectively lead, train and peer coach.

·        Demonstrate the ability  efficient and effective front-end operations while adhering to all company programs and procedural compliance

·        Able to work a flexible schedule

Position Responsibilities:

·        Deliver Easy Sales and Service

·        Ensure the accurate & efficient processing of sale, store and cross-channel return transactions

·        Monitor front-end operations, respond as needed

·        Respond and resolve customer requests and concerns

·        Provide peer coaching on operational task and reinforce operational standards

·        Ensure an inviting environment for the customers by maintaining a neat and clean area

·        Adhere to all company policies procedures & safety standards

·        Perform other related duties as assigned (i.e. key holder)

Essential Skills and Experience:

·        Planning: aligns own work plan with core plans and processes of the department

·        Managing Execution: acts resourcefully to ensure that work is completed within specified time and quality parameters

·        Focus on Service: accurately identifies customer’s requirements

·        Engage and Inspire: projects a positive image and serves as a role model for others

·        Building Relationships: relates to people in an open, friendly and accepting manner

·        Leveraging Diversity:  works cooperatively with people who have different backgrounds, knowledge, styles, talents, perspectives, values and beliefs

·        Results Orientation: identifies what needs to be done and accomplishes the task

·        Adaptability: remains calm and reasonable amidst tense or stressful situations

Valued but not required skills and experience:

·        Customer service experience in a retail environment

·        Cashier experience

Reporting to this person:  No direct reports