Service Lead

Job Description

Summary:

The Service Lead assists the Store Manager (SM) and Assistant Store Manager (ASM) in motivating and inspiring the team to achieve store productivity goals. The Service Leader acts as a supervisor to ensure both the staff and customer experience is positive.

Key Roles and Responsibilities:

People/Supervisor

• Provides direction, support, and ongoing feedback to Sales Associates
• Assists in conducting observation and coaching of Sales Associates

Customer Service/Sales

• Consistently creates a welcoming environment for the customer by greeting and assisting; as well as quickly responding to customer inquiries and needs
• Demonstrates desired behaviors including driving sales, handling difficult and/or complicated sales, cash management, inventory, and follow-up with customers
• Identifies opportunities to drive traffic into the store through community events (weddings, parties, etc.)
• Responsible for assigned Areas of Responsibility (AOR)
• Regularly communicates with Store Manager and Assistant Store Manager to discuss strengths, opportunities, and trends in business
• Assists Store Manager and Assistant Store Manager to increase sales, drive/promote merchandise categories, and expand markets
• Assists Store Manager and Assistant Store Manager in planning and execution of all Merchandise Calendar direction, campaigns, and sales promotions

Operations

• Assists SM and ASM in all store operations
• Ensures departmental responsibilities are prioritized and executed as outlined in the Area of Responsibility (AOR) guidelines
• Support the Leader on Duty (LOD) Program to ensure that Sales Associates are providing exceptional customer service
• Enforce all company policies and procedures, including health, safety, and security are being followed; ensures compliance to all wage and hour rules.
• Performs all duties as directed by supervisor

Requirements

Skills Required

• Excellent communication skills – both verbal and written
• Ability to operate in a rapidly changing environment
• Exceptional collaboration skills, proven ability to work effectively cross-functionally
• Strong organization and priority setting skills

Qualifications

• 1-2 years of experience in retail store management
• Strong verbal and written communications skills
• Must be an excellent organizer and problem solver with strong project management skills
• Possess strong interpersonal skills to communicate with confidence to both internal and external customers