Customer Service Manager

				Overview:

The Customer Service Manager oversees the daily front end operations of the store and ensures customer satisfaction by providing skill development and on-the-job training for all customer service associates.  This person supports established company policies and standards to ensure that programs, procedures and policies are followed.  This individual provides the highest level of quality service by creating a pleasant and friendly atmosphere while treating each and every customer and associate like one of the family!  

Starting pay: $24.30 per hour

Responsibilities:

The list of essential functions is not exhaustive and may be supplemented as necessary by the company.

1. Promote the company image as a service-oriented operation where every associate will greet, assist, render efficient service and thank customers in a prompt, courteous, friendly, and business-like manner. Resolve customer complaints to the full satisfaction of the customer.
2. Provide an open door atmosphere conducive to high associate morale and excellent customer service. Achieve the highest associate morale in the industry by managing in a style that is Respectful, Supportive and Totally Team Oriented (RSTO).
3. Commit to the "Golden Rule" and work with associates to build a strong customer service team.
4. Provide support and direction to all customer service associates to ensure a well-disciplined, smooth operating front end (i.e., supply change when needed, handle problems referred by cashiers and service clerks, etc.).
5. Ensure all new customer service associates successfully complete onboarding/e-learnings and receive proper training of department goals and expectations.
6. Promote high associate morale by treating all associates in a fair and consistent manner.
7. Plan work schedules to ensure proper service standards while consistently achieving budgeted payroll and adhering to all wage and hour policies and regulations. 
8. Oversee and ensure prompt, efficient and accurate check out of customers.

9. Ensure compliance with company policies and procedures, and all state and federal laws applicable to our industry 
10. Work actively with the Cash Office Manager and store management team to minimize expenses and control shrink (such as cash handling, pick-ups and loans, cashier over/short, security, shoplifting, sweet-hearting, product handling, and returns).
11. Communicate needs, problems and provide support to the store management team. Cooperate with store manager and department specialists to optimize the performance of the department. Communicate any price discrepancies to the appropriate department manager.
12. Recognize outstanding associate performance while also working with customer service associates to coach and improve areas of performance that need attention; identify problems and make recommendations to the management team as appropriate.
13. Ensure company standards of cleanliness, safety, proper food handling practices, sanitation, and productivity are achieved.
14. Complete understanding of the Point-Of-Sale with the ability to troubleshoot technical issues.
15. Other duties as assigned by management.

Secondary Job Functions:
1. Guarantee accurate and efficient handling of sales and service functions at the courtesy booth including but not limited to cash handling, customer complaints and requests, refunds, answering phones, sales of gift cards, cigarettes, and stamps.
2. Control and maintain all cash handling procedures, including all media, to prevent losses such as bank deposits (preparing and verifying), change orders (order and verify), pick-ups and loans at the registers, balancing (register and office), and returned checks (redeposit, follow-up on collection).

Qualifications:

* Must be 21 years of age;
* High school diploma or equivalent;
* Successful experience in the front end operation.
* Complete training in the front end operation.
* Ability to display initiative and work with limited supervision.
* Ability to make decisions and provide direction.
* Must be a leader and a teacher; able to develop associates to their fullest potential, and able to accomplish various goals through others.
* Must be organized, self-confident, and committed to excellence.
* Must demonstrate excellent communication skills.
* Must be Servsafe certified.
* Must be able to read and write English adequately.
* Ability to speak, understand and follow English instructions.
			

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Roche Bros. Supermarkets

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