Description
Full job description
Title: Customer Service Lead
Reports To: ReStore Manager and Assistant Manager
Direct Reports: None
About us:
Habitat for Humanity is one of the most trusted and recognized non-profit brands in the world. Habitat for Humanity Southern Alberta is one of the only affordable home ownership providers in Southern Alberta, addressing a critical need in our community – helping families achieve housing stability.
Purpose:
The Customer Service Lead assists with store operations in the absence of the ReStore Manager and Assistant Manager. This position provides customer service on the sales floor and maintains customer satisfaction by providing solutions in line with ReStore policy. Customer Service Lead responsibilities involve a blend of security, operational, and supervisory duties. As a support to the CSAs and Volunteers, this role may be called to help in difficult situations and where problem-solving is required. This role requires a high degree of trustworthiness, professionalism, reliability, and problem-solving skills. This role will build and maintain strong relationships as an ambassador for the organization and must represent Habitat for Humanity Southern Alberta in a professional manner.
Responsibilities:
Customer Service
- Oversee day to day front-end operations including opening and closing of store when Managers are not present.
- Ensure an inviting environment for customers by maintaining a clean and safe area by merchandising products as required.
- Ensure products are priced, clean and assembled if needed before being placed on the floor and regularly inspects products to ensure they are still in sellable condition.
- Ensure the accurate and efficient processing of sale and exchange transactions.
- Monitor front-end operations, respond as needed.
- Respond and resolve customer requests and concerns.
- Provide peer coaching on operational tasks and reinforce operational standards.
- Adhere to all company policies, procedures and safety standards.
- Demonstrate professionalism by adhering to confidential matters that are staff sensitive.
Security and Access Management
- Opening and closing procedures: Arriving early to unlock the premises and staying late to lock up at the end of the day.
- Alarm system management: Arming and disarming the security alarm and ensuring the system is in proper working order.
- Key and code control: Safekeeping of all company keys and security codes, managing access for other authorized personnel.
- Emergency response: Acting as a first responder to alarm activations, fires, or security breaches and coordinating with emergency services (police, fire department) as necessary.
- Security checks and loss prevention: Conducting routine inspections of doors, windows, and entry points, and monitoring for suspicious activities to prevent theft or misuse of company property.
Operational Duties
- Cash handling: Managing cash drawers, processing transactions, preparing bank deposits, and reconciling daily sales and cash flow.
- Store maintenance: Ensuring the store or facility is clean, organized, and properly stocked according to company standards.
- Inventory control: Assisting with inventory management, receiving shipments, and reporting discrepancies or stock issues to management.
- Administrative tasks: Completing daily reports, managing paperwork, and ensuring that all operational tasks are executed efficiently.
Leadership and Customer Service
- Supervision: Leading the team on the sales floor, delegating tasks to other employees, and ensuring staff compliance with company policies and procedures when a manager is unavailable.
- Customer relations: Providing high-level customer service, handling escalated complaints, authorizing returns or exchanges, and resolving issues that may arise.
- Training and coaching: Assisting with the training and mentoring of employees and volunteers on store procedures and safety standards.
Key Skills Required
- Successful Customer Service Leads need a combination of hard and soft skills:
- Reliability and integrity: Essential for handling security and cash with discretion.
- Strong communication: For effectively interacting with staff, customers, and upper management.
- Problem-solving: The ability to make quick decisions and resolve issues calmly under pressure.
- Attention to detail: Crucial for following precise opening/closing checklists and security protocols.
- Time management: Ensuring all duties are completed punctually within assigned shifts.
- Confidentiality: The ability to hold information that should only be shared with their Manager, Assistant Manager, and Senior Leadership.
- Proven excellent customer service experience and skills.
- Proven communication, interpersonal, conflict resolution and problem-solving skills.
- Exhibit excellent sales and service behaviour in all interactions and communications with customers, volunteers and management.
- Excellent problem solving, computer, and decision-making skills.
- Demonstrate the ability to effectively lead, train and coach peers.
- Prioritize effectively and communicate well with others.
- Demonstrate the ability in completing a job with accuracy, proficiency and effectiveness.
- Capacity to work under pressure in a fast–paced environment.
- Certification in First Aid desired.
- Knowledge of DIY (do it yourself) building projects and materials.
- Ability to work flexible hours.
Physical Requirements:
- Capable of lifting 50 lbs.
- Ability to spend most of the day standing or moving around the store.
Habitat for Humanity Southern Alberta is an equal opportunity employer. We thank all applicants for your interest in this position. Please note that only those candidates selected for an interview will be contacted.
Pay: $17.50-$18.50 per hour
Benefits:
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Store discount
Work Location: In person