Customer Operations Team Leader

• Lead and coach retail floor co-workers to ensure consistent customer experience and efficient operation
• Oversea the daily operation of the Smaland area and daily restocking of shopping tools
• Ensure the greeter is in place at the store entrance
• Ensure customer service co-workers have knowledge, confidence and empowerment for decision-making
• Monitor performance against goals, analyze customer concerns and KPIs
• Recruit, onboard, train, lead, and develop Customer Service coworkers
• Ensure co-workers competence on system knowledge and correct level of systems access
• Ensure timely and accurate communication meeting ISAN standards and Retail Topic Review Standards
• Partner with Risk & Compliance regarding cash handling, inventory, safety processes and audits
• Build emotional connections with customers and address escalated customer issues promptly

• 3 years of related experience
• Knowledge and understanding of Customer Service standards, routines and best practices
• Intermediate computer skills, knowledge of basic math and formulas
• CPR and First Aid Certification preferred
• Travel is required for this role, less than 5-25% (1 day per week on average)

CPR and First Aid Certification preferred

• Generous paid time off, holiday and sick time
• WiselyPay earned wages up to two days early
• Paid parental leave up to 16 weeks
• KinderCare tuition discount
• Retirement and bonus plans
• Co-worker discount, meal deal, and referral bonus
• Pet insurance program
• Education assistance and learning programs
• Safety shoe reimbursement
• 24/7 telehealth visits
• Dental and vision plans
• Medical and Rx plans (must work min. 20 hrs/wk)
• A fun and inclusive work environment