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Customer Service Lead
Athleta
Santa Monica, CA, United States
Job Details - this job has expired, please see similar jobs below
Customer Service Lead - Third St. Promenade
RESPONSIBILITIES:
The Customer Experience Lead's primary responsibility is to assist the leadership team in overseeing the sales floor and ensuring a positive experience. The Lead will assist in aspects of store operation focusing primarily on the areas of customer engagement, including the sales floor, fitting room and cash wrap.
• Understands the holistic mindset of the Athleta brand and can bring it to life everyday
• Consistently treats everyone with respect and contributes to a positive work environment
• Brings Athleta to life (in this new retail expression), through creating a unique-to-brand shopping experience; fosters interaction similar to being a trusted friend and advisor through rapport & empathy
• Displays a "customer assistant" mindset at all times; does not leave the customer with anything to do
• Ability to do what's right while balancing brand policy guidelines to promote an in-service mindset
• Looks for ways to create an environment that welcomes innovation and values each employees' unique ideas and contributions
• Ensures desired brand experience is being fostered in-store through individual and team customer interactions
• Connects with customers by asking open-ended questions to assess customer needs and makes relevant merchandise/styling suggestions
• Drives store sales by authentically suggesting additional items to customers to meet their active lifestyle needs
• Stays current on all product knowledge and communicates features and benefits to customers to build customer knowledge and confidence in the product
• Assists customers in finding out-of-stock items via catalog or on-line, by using (back-order capability)?, or by finding substitutions for out-of-stock items (understands and leverages Call Center, catalog & website)
• Leads by example; mentors and positively influences others
• Sales Generation
◦ Stays current on goals and priorities as it relates to the selling floor
◦ Offers suggestions to the leadership team about how to improve daily sales trends
• Customer Experience
◦ Sets the example by role modeling great customer service
◦ Ensures that associates are upholding service standards
◦ Handles complex customer situations in compliance with policy and procedures; escalates issues as appropriate
• Staff Supervision
◦ Monitor floor coverage and zoning for the day
◦ Monitors cash wrap to ensure customers are provided service in accordance with customer service policies and cashier guidelines
◦ Coordinates associate breaks, lunches and shift changes
◦ Logs/reports to leadership team time and attendance infractions (sick/late/no show)
◦ Performs employee personal property checks
◦ Trains, coaches and directs associates on service and how to meet productivity standards
◦ Communicates development feedback of others to the leadership team
• Operations
◦ Responsible for store opening and closing.
◦ Upholds all company policies as outlined in the Policy and Produce Manual, including the Employee Policy Guide and Code of Business Conduct
◦ Enforces all Loss Prevention policies, and communicates violations to the leadership team and/or the COBC hotline
◦ Responsible for front-of-house receiving and assisting vendors
◦ Ensures company standards of neat, clean and organized sales floor, cash wrap and fitting room areas are met
◦ Performs all other duties as assigned
• Reports to a member of the Store Leadership Team
• Collaborates effectively across teams and with all Business Partners and departments as needed
QUALIFICATIONS:
• Ability to establish & maintain effective relationships with employees and customers
• Possesses a strong character/ethical core - distinctly knows the difference between doing what is right vs. doing the right thing
• Ability to interact cooperatively and work as a team towards a common goal
• Demonstrates a passion for delivering exceptional service everyday and inspires by example
• Demonstrates a "can-do" attitude, with drive and passion to sell and achieve all goals
• Ability to receive feedback and to take action when appropriate
• Skilled problem-solver, makes quality decisions, and follows written and verbal instructions to meet deadlines on tasks and projects
• Ability to communicate effectively
• Previous experience in retail preferred
• Ability to lift and carry 30 pounds
• Ability to maneuver around sales floor and stockroom
• Open availability and flexibility to work nights, weekends, store openings and closings to meet the needs of the business
• Experience supervising teams preferred