DEPARTMENT: Retail Store

REPORTS TO: Customer Service Manager

FLSA STATUS: Non-Exempt

POSITION TYPE: Full-Time/Part-Time

POSITION SUMMARY:

Assistant Customer Service Managers are responsible for 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:

1. Implement customer service policies and procedures and communicate customer service standards
2. Direct the daily operations of the customer service team
3. Plan, prioritize and delegate work tasks to ensure proper functioning of the department
4. Ensure the necessary resources and tools are available for quality customer service delivery
5. Review customer complaints, track customer complaint resolution, and handle complex and escalated customer service
6. Identify and implement strategies to improve quality of service, productivity and profitability
7. Coordinate with company management to support and implement growth strategies
8. Coordinate and manage customer service projects and initiatives
9. Ensure budget requirements are met
10. Evaluate and performance manage staff
11. Identify and address staff training and coaching needs
12. Balance cash drawer, and prepare deposit for financial institution
13. Basic accounting functions
14. Additional duties, as assigned

REQUIREMENTS & QUALIFICATIONS:

1. 1. Prior customer service and supervisory experience
   2. Must possess in-depth knowledge of customer service principles and practices
   3. Must possess strong work ethic and interpersonal skills
   4. Basic computer skills and product knowledge
   5. Must be able to work a flexible schedule
   6. 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.

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