DEPARTMENT: Retail Store
REPORTS TO: Customer Service Manager
FLSA STATUS: Non-Exempt
POSITION TYPE: Part-Time/Full-Time
POSITION SUMMARY:
Assistant Customer Service Managers assist in planning, coordinating, and controlling the activities of the customer service team to maintain and enhance customer service relationships and meet organizational and operational objectives.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Assist in implementing customer service policies and procedures and communicate customer service standardsDirect the daily operations of the customer service team in the absence of the Customer Service ManagerPlan, prioritize and delegate work tasks to ensure proper functioning of the departmentEnsure the necessary resources and tools are available for quality customer service deliveryReview customer complaints, track customer complaint resolution, and handle complex and escalated customer serviceIdentify and implement strategies to improve quality of service, productivity and profitabilityCoordinate with company management to support and implement growth strategiesCoordinate and manage customer service projects and initiativesEnsure budget requirements are metEvaluate and performance manage staffIdentify and address staff training and coaching needsBalance cash drawer, and prepare deposit for financial institutionBasic accounting functionsAdditional duties, as assigned
REQUIREMENTS & QUALIFICATIONS:
Prior customer service and supervisory experienceMust possess in-depth knowledge of customer service principles and practicesMust possess strong work ethic and interpersonal skillsBasic computer skills and product knowledgeMust be able to work a flexible scheduleAbility to:- Multi-task, coordinate, analyze, observe, make decisions, and meet deadlines in a detail-oriented manner
- Effectively communicate with customers and employees, in-person and over the phone
- Demonstrate initiative and effective problem-solving skills within the scope of the position
- Maintain a pleasant and calm disposition under stress
PHYSICAL REQUIREMENTS:
The physical demands described herein are representative of those that must be met by the employee to successfully perform the essential functions of the job. Reasonable accommodation(s) may be made to enable individuals with a legal disability to perform the essential functions of this position. This position is very active and requires standing, walking, bending, kneeling, stooping, and climbing all day. The employee must frequently lift and/or move items weighing up to 50 pounds.
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