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.