Job Title: Lead Associate, Store Phone Operator (Store 493 - Potomac Yards)
Customer Service and Call Center, Information Technology, Law Enforcement, and Security, Retail/Wholesale, Sales, Warehousing
Lead Associate, Store Phone Operator (Store 493 - Potomac Yards)
Our Store Phone Operator Lead is responsible for Store Phones. Ensures efficient and effective handling of incoming phone calls, provide consistent coaching and training to the Store Phone Operators, all while building a strong relationship between the Phone Hub and Spoke locations. Responsible for the phone hardware functionality and develops strong relationships with customers while becoming a trusted advisor and partner in assisting them in making technology more functional in their lives during phone interactions. Partners with other employees to ensure customers' end-to-end needs are met and that no customer is left unserved or underserved. Utilizes all relevant tools to drive profitable growth and exceed departmental and individual goals. Helps answer questions and resolve customer issues. Provides a world-class employee and customer experience all while driving positive net promoter scores.
Ensures weekly scorecard is shared with associates to address store gaps.
Ensures relationships between Hub and Spoke are closely monitored and areas of concern are addressed in adherence to the tools and resources along with SOP.
Ensures phones are answered timely and efficiently.
Provides on-going coaching, training and motivation to team members and other store personnel as needed to achieve financial goals, department goals along with high standards of customer service.
Provides cross training to employees on all appropriate checkout, phone, store pick up and customer service processes
Will be scheduled as Store Phone coverage engaging customers using soft skills while providing fast and friendly customer service.
Offers customers the ability to complete their purchase through various systems and processes on every customer interacation.