Customer Support Leader

Job Summary of Customer Support Leader:

As a Customer Support Leader, you will be responsible for overseeing front-end operations, supporting associates, and ensuring customers receive a positive and efficient experience. This role includes assigning tasks, assisting with cashiering and service desk duties, maintaining safety and cleanliness standards, and resolving customer concerns in a professional manner.

Responsibilities of Customer Support Leader:

• Adhere to and follow all organizational policies and established procedures.
• Maintain a well-groomed and orderly personal demeanor following the company's personal appearance protocol.
• Allocate designated responsibilities to front end and service desk/kiosk staff members when there is downtime, following the guidelines provided in the Service Leader Assignment Sheets
• Aid in specialized projects and complete any other tasks as designated by supervisors.
• Abide by and uphold all safety measures required by the company.
• Inform us promptly of any equipment in need of repairs or maintenance.
• Implement safety protocols by decluttering and removing hazards from the work area.
• Fulfill security requirements by staying vigilant and being aware of customers' actions and behaviors.
• It is important to report any abnormal behavior to the manager or security staff.
• Make sure to keep the front-end change drawer protected by locking it whenever it is left unattended.
• Uphold standard housekeeping and hygiene practices as required by store regulations and state and local health mandates routinely.
• Regularly undertake duties related to cashiering and bagging
• Habitually manage service desk or kiosk tasks and, when trained, perform duties relating to bookkeeping
• Execute any other tasks as mandated.

Qualifications of Customer Support Leader:

• Effective communication and customer service skills.
• Must meet minimum age requirements to perform specific job functions (18 years of age).
• Demonstrated ability and willingness to learn multiple tasks and technical requirements of the job.
• Demonstrated ability to perform the technical requirements of cashier and service desk/kiosk.
• Promote customer goodwill by providing high standards in customer service and resolving issues quickly and courteously.
• Maintain effective work schedules for front-end & service desk/kiosk associates to meet business traffic requirements and minimize customer inconvenience.
• Handle cash pickups and change orders as requested and log as required.
• Verify all customer IDs presented and observe store policies pertaining to the acceptance of checks, and the sale of tobacco/alcoholic beverages.
• Provide customers and associates with hassle-free refunds while applying all applicable guarantees
• Supervise performance of all duties and responsibilities of all front-end and service desk/kiosk associates as assigned by Manager of Customer Service
• Treat all associates with fairness, dignity, and respect.
• Provide recognition of accomplishments and offer constructive counseling when necessary.
• Must be able to meet the physical requirements of the position, with or without reasonable accommodations.

Physical Requirements of Customer Support Leader:

• Carry out continual hand and arm movements while standing or walking for the duration of the shift.
• Consistently perform bending and lifting activities with objects that weigh up to 15 pounds, with frequent lifts of 25 pounds, and occasional lifts of 50 pounds.
• Occasionally, move objects using a pushing or pulling action with a weight limit of 75 pounds.
• Undertake responsibilities in inclement weather as the situation demands.
• Round up as many as five shopping carts and move them to assigned areas.
• Able to manage a diverse array of materials like cleaning materials, packaging supplies, fresh produce, flowers, and household disinfectants.
• Possess the required eyesight to examine identification cards, checks, invoices, and other written documents.