Retail Assistant Customer Service Manager

Position: Retail Assistant Customer Service Manager - Full Time/Part Time
DEPARTMENT: Retail Store

REPORTS TO: Customer Service Manager

FLSA STATUS: Non-Exempt

POSITION TYPE: Full Time/Part 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 standards

Direct the daily operations of the customer service team in the absence of the Customer Service Manager

Plan, prioritize and delegate work tasks to ensure proper functioning of the department

Ensure the necessary resources and tools are available for quality customer service delivery

Review customer complaints, track customer complaint resolution, and handle complex and escalated customer service

Identify and implement strategies to improve quality of service, productivity and profitability

Coordinate with company management to support and implement growth strategies

Coordinate and manage customer service projects and initiatives

Ensure budget requirements are met

Evaluate and performance manage staff

Identify and address staff training and coaching needs

Balance cash drawer, and prepare deposit for financial institution

Basic accounting functions

Additional duties, as assigned

REQUIREMENTS & QUALIFICATIONS:

Prior customer service and supervisory experience

Must possess in-depth knowledge of customer service principles and practices

Must possess strong work ethic and interpersonal skills

Basic computer skills and product knowledge

Must be able to work a flexible schedule and any open store hours

Ability 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.

BENEFITS:

Medical, Dental, Vision Insurance

Life Insurance

Short-Term/Long-Term Disability Insurance

Critical Care Insurance

Accident Insurance

Earned PTO/Illinois - Paid Leave for all Workers Act

Employee Assistance Program

401k Retirement Savings Plan

Team Member Discount

Bereavement Pay