Job Description

The Customer Service Lead role at Ocean State Job Lot (?OSJL? and ?Company?) is responsible for creating a positive experience for each customer who visits our store and ensuring all associates are trained in and follow the company's TREAT program. This role is also expected to facilitate any fulfillment or opportunities as it relates to OSJL?s BOSS (Buy Online Ship To Store) program. The Customer Service Lead is responsible for creating the front end schedule and at times will be responsible for opening and/or closing the store.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Engage with store customers through OSJL?s TREAT model to provide an optimal customer experience, and ensure customer experience expectations are met and/or exceeded
Manage front end expectations.
Support the completion and execution of the cashier work and break schedule.
Ensure the front end of the store is well maintained and stocked, which includes, but is not limited to, register racks, end caps, powerlane and service desk
Promote and properly execute company wide customer engagement campaigns, which include, but are not limited to, donation efforts, Insiders, BOSS and Crazy Deals
Use store level reporting to ensure company promotional benchmarks are being met.
Benchmarks include, but are not limited to, those related to the following efforts, donations, BOSS, Insiders and Crazy Deals
Act as a liaison between the customer and the corporate customer service team to ensure effective service to all customers
Resolve customer service related opportunities in the best interest of the company and the customer
Facilitate fulfillment of BOSS orders upon request by customers in-store
Act in compliance with all Company policies and procedures
Assist with onboarding and training of front-end associates
Assist in leading front-end initiatives
Responsible for opening and/or closing of store as needed.

EDUCATION AND EXPERIENCE REQUIREMENTS:

1 or more years of experience leading and training a team of associates, preferably in a retail or customer service environment.
Minimum 1-3 years of professional experience in other retail environments is required.
Prior customer service experience, training experience, and prior merchandise ordering, receiving, stocking, and maintenance experience in other retail environments is preferred.
Computer skills (email; Google platform i.e. Sites, Slides, Drive, Docs, Sheets; Qlik).

ATTRIBUTES:
Effective Communicator
Team Oriented
You commit time, focus, and energy to develop future OSJL leaders by motivating them around a common purpose and vision.
Time Management
Self-motivated
You understand the tools and processes needed to meet larger strategic initiatives.
Organized: You lead by example in serving all of our stakeholders: customers, owners, communities, and fellow associates.
Leadership: You are a leader and exhibit that in your everyday work. You pride yourself on developing future leaders. You have direct experience leading others and have been responsible for supporting their performance.

WORK ENVIRONMENT:
Work primarily in a climate controlled environment with minimal safety/health hazard potential.
This position may require extended periods of moving, remaining stationary, ascending, descending, and/or positioning oneself to complete various tasks throughout the shift.
Some sedentary activities and near vision use for reading and computer use.
May be responsible for physical activities including counting cash, using hand tools, ascending or descending a ladder, moving, reaching, and lifting on a frequent basis: should be able to lift 35 lbs on a regular basis.
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.