Retail Service Operations Lead - Atlanta

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Atlanta, GA, US

23 days ago Requisition

The Service Operations Lead oversees and coordinates all front desk operations to ensure efficient, accurate, and service-oriented daily functions. Provides operational support for alterations, sales floor, and other store functions. Maintains company standards and contributes to a positive, organized store environment. The Service Operations Lead also serves as a key holder.

Responsibilities:

• Administer and coordinate front desk operations to ensure daily functions are efficient, orderly, and customer service-focused.
• Provideprompt,professionalassistancetocustomersinallfrontdeskinteractions,includingincomingcallsandinquiries,resolvingissuesandconcernspromptlyandprofessionallywhileupholdingcompanyguidelinesandprocedures.
• Fosteracollaborative,supportiveenvironmentbyworkingcloselywithalterations,departmentspecialists,andshippingandreceivingtoensureseamlessoperationsandoutstandingservice.
• Coach,guide,train,andmentorteammembersonfrontdeskpolicies,procedures,andbestpracticestosupportahigh-performingteamenvironment.
• Accuratelyprocesssalestransactionsusingthepoint-of-salesystem,acceptingallformsofpayment,handlingmerchandisereturns,exchanges,refunds,storecredits,andtax-exemptsales,andpartneringwithmanagementasrequired.
• Collect,verify,andmaintainessentialclientinformationtoensureprofilesarecomplete,accurate,andprivacycompliant.
• Manageallprocessesrelatedtogiftcards,specialorderdeposits,storecredits,chargesends,on-approvals,andcustomerpayments.
  
  Overseeonlinepaymenttracking,processrefunds,andcoordinatewithotherlocationsasneeded.
• Assistwithsalesaudittasks,includingdailybankdeposits,resolvingcreditcardvariances,correctingreceiptsandinventoryrecords,XTtracking,andrespondingtocustomerinquiries.
• Monitorholds,will-calls,alterations,andspecialorders;adviseandfollowupwithstylistsasneeded.
• Overseetheloggingandcoordinationofdrycleaningitemsperestablishedprocedures.
• Assistwithcoordinatingdepartmentschedulestoensureadequatefrontdeskcoverage.
• Collaboratewiththe Store Directoroneventsetupandbreakdown ,ensuringalllogisticalneedsaremet.
• Serveasakeyholder,ensuringastrongandvisiblepresenceonthesalesfloortosupportteammembersandcustomers.
  
  Performopeningandclosingproceduresandupholdallsecurityprotocols.
• ActastheprimarycontactforIT-relatedoperationalissues;troubleshootandresolvePOS,Slack,andtechnologyconcerns.
• Maintainanup-to-date“Whoto Call”listforstoremaintenanceandrepairs.
• Safeguardcompanypasswordsandaccesscodes,protectingcustomerinformationasoutlinedinpolicy.
• Facilitatecommunicationbetweensalesandalterationsteams,providingtimelyupdatestocustomersregardingalterations,rushjobs,andanydelaysorissuesmeetingpromisedates.
• Remainawareofsalesflooractivityandstepintoassistwhenneeded,ensuringsmoothoperationsandexceptionalservice.
• Monitorandreorderfrontdesk,alterations,andgeneralstoresuppliesasneeded.
• Assistwithquarterlyphysicalinventory.
• Maintainaprofessionalandpolishedappearance,settingastrongexamplefortheteam.
• Performotherdutiesasassignedtosupportstoreoperationsandserviceexcellence.

Qualifications:

• 2+ years of experience in retail or service operations in a luxury environment preferred.
• Demonstratesasenseofurgencyandaself-motivatedattitude.
• Excellentorganizationalskillswiththeabilitytoprioritizetasks.
• Highlevelofattentiontodetail.
• Excellentinterpersonalandcommunicationskills.
• Proficiencywithpoint-of-sale systems,basiccomputerskills,andofficetechnology.
• Willingnessandabilitytoworkaflexibleschedule,including evenings,weekends,andspecialstoreevents.

Working Conditions:

• Speaking/Hearing:
  Ability to communicate information to customers
• Standing:
  
  Remainuprightonfeetforsustainedperiodsoftime.
• Walking:
  
  Abilitytomovethroughoutthestore.
• Flexibilityincludingbending,stretchingandlifting.
• Abilitytoliftupto
  30pounds,abilitytomove/carryproduct.
• Visualacuitytoperformanactivitysuchasviewingacomputerterminal
• Useofhandsandfingerstohandleorfeel.

Education:

• High School education or equivalent.

Tootsies is proud to be an Equal Opportunity Employer.