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Customer Service Lead - Twelve Oaks

Novi, Michigan 48377

JOB#: 214069 DATE POSTED: Sep. 13, 2017

JOB STATUS: Full-time

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

  • 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