Customer Service Lead - Retail

Description

About the Role

We are seeking a dedicated and enthusiastic Customer Service Lead to join our dynamic retail team. The Customer

Service Lead plays a pivotal role in shaping customers' perceptions of the company and contributes significantly to

its success. In this role, you will serve as the primary point of contact for our customers, ensuring they receive

exceptional service during their technology shopping journey. You’ll also play a key role in overseeing the customer

service team, driving sales, and fostering a welcoming, supportive store environment.

Key Responsibilities:

? Assist with recruiting, training, and retaining customer service representatives

? Lead by example, demonstrating excellent customer service practices to inspire team members

? Provide guidance, support, and mentorship to the customer service team to ensure consistent

performance

? Greet and welcome customers warmly, creating a positive and inviting atmosphere in the store

? Actively listen to customer inquiries, concerns, and feedback, delivering accurate and helpful information

about products, promotions, and company policies

? Assist customers with account setup, product selection, and understanding features and benefits to find

the best solutions for their needs

? Handle phone calls and emails with professionalism, ensuring a seamless customer experience

? Process customer transactions efficiently and accurately using PCSCRM and point-of-sale (POS) systems,

including handling cash, credit cards, and other payment methods

? Verify and document customer eligibility in compliance with company guidelines

? Manage online orders, ensuring prompt approval and processing

? Address and resolve customer complaints or issues with professionalism and empathy, escalating complex

situations to management as needed

? Process returns, exchanges, and refunds in accordance with company policies, ensuring smooth and

positive resolutions

? Maintain a clean, organized, and visually appealing store environment, including merchandise

arrangement and restocking

? Assist with inventory management by conducting regular stock checks and reporting discrepancies

? Support team activities, such as event preparation, customer registration, coordinating pickups and

deliveries, and managing partnerships

? Handle daily or weekly banking deposits accurately and securely

? Stay up-to-date on product knowledge, promotions, and company policies to provide consistent and

reliable service

? Participate in training sessions and workshops to enhance customer service skills and knowledge

? Collaborate with team members to achieve store goals and maintain a positive work environment

? Perform additional duties and responsibilities as assigned by management

Requirements

Requirements:

? High school diploma or equivalent; a college degree is a plus

? Previous experience in retail or customer service, with leadership experience preferred

? Excellent communication and interpersonal skills with a strong customer-focused approach

? Proficiency in using computers, POS systems, and other retail software applications

? Strong problem-solving abilities with the capacity to handle challenging situations diplomatically

? Physical ability to stand for extended periods and lift moderately heavy items

Desired Skills/Qualifications

? Passion for technology, people, and community impact

? Interest in computers, the internet, and digital tools

? Demonstrates grace and professionalism under pressure

? Exhibits compassion, empathy, and a desire to help others

? Thrives in diverse, dynamic environments and enjoys working with people from all walks of life

? Self-directed and motivated, with strong analytical and critical thinking skills

Benefits

We are a growing non-profit and expect this position to drive continued growth. We have a casual, fun, team-

oriented environment. We offer full health benefits (medical, dental, vision), 401k matching, disability insurance,

life insurance, and PTO.

Equal Employer Opportunity.