Customer Experience Lead

Basic Function: The CEL is responsible for maintaining the Customer Experience per the company standards. This position ensures that all front end, sales floor, and maintenance team members are effective at their basic job functions.

Essential Duties and Responsibilities:

• Ensure that each customer receives outstanding customer experience by providing a customer friendly environment which includes greeting and acknowledging every customer, maintaining outstanding standards, solid product knowledge and all other components of customer service.
• Oversees and authorizes customer returns, exchanges, merchandise credits; assures the completion of all POS transactions and the proper control of all cash and promotional coupon booklet at the POS registers according to Company policies and procedures.
• Responsible for assisting in training of new cashiers and cross training of other associates.
• Effectively manages the sales floor to maintain a high level of cleanliness and in stocks throughout the day.
• Responsible for all cash office procedures, which includes deposits, reconciliation of tills, change orders.
• Oversees the productivity, breaks and daily scheduling of all cashiers and communicates performance issues to management.
• Maintain the highest level of customer service at all times.
• Ability to adapt to the ever changing high volume retail while working in a cross-functional team environment.
• Must have the capacity to take initiative when problems arise.
• Flexibility to adapt in a variety of situations.
• Ability to lead, delegate and motivate staff.
• Ability to process information/merchandise through computer system and POS register system.
• Excellent written communication and documentation skills.
• Excellent verbal communication and interpersonal skills for dealing cross functionally with peers and management.
• Ability to multitask and have excellent organizational skills is essential.
• Must be able to support and contribute to team goals.
• Ability to work varied hours/days as business dictates.
• Ability to read, count and write to accurately complete all documentation.