Job Description
Job Description
The Assistant Customer Service Manager is an exempt position responsible for overseeing customer service in the market in conformance with established Farm policies, strategies, and procedures.
Primary Responsibilities:
Performs any functions necessary, within scope of authority and expertise, to provide the highest level of customer service and responsiveness to the needs of individuals, families, businesses, and organizations served by the Farm.
- Works with Customer Service Manager to oversee store operations and communicates with department supervisors to ensure the highest level of service, environment, and quality product is provided. Builds customer relationships and creates a positive experience for every visitor to the store and trains and motivates staff to do the same.
- Supervises register transactions throughout the day. Assists cashiers with difficult transactions including voids, returns and overrides. Responsible for keeping cashier and customer areas, including bathrooms, clean, organized and stocked with necessary supplies (bags, receipt paper, etc.).
- Supervises Cashiers and Farmstand Concierge team. Exercises good judgment to successfully resolve problem situations that arise such as upset customers, employee relations and equipment issues. Leads team to do the same. Responsible for making schedules, enforcing policies and displaying sound reasoning skills in making exceptions to procedures and/or schedules.
- Communicates with other managers on upcoming events and information needed to share with customers. Makes note of customer compliments and concerns to share with managers. Provides weekly compilation of feedback to managers to highlight and address compliments and concerns.
- May act as Customer Service Manager, Manager-on-Duty or Cashier as necessary. Supervises cashier supervisors and cashier staff in absence of Customer Service Manager.
- Oversees and assists opening and closing procedures and may run appropriate reports and monthly audits on self-checkout units.
- Assists with register and customer service training. Provides appropriate and timely feedback as needed. Promotes a positive work environment and utilizes farm recognition program to motivate employees.
- Stays calm and positive in the face of pressure and creates an environment of trust and goodwill. Leads team in an inclusive manner while recognizing individual needs and skills when delegating and training.
- Responsible for keeping register areas clean and orderly. Assists in keeping the retail facilities clean and organized, including basic bathroom maintenance.
Other Responsibilities:
The above is a description of the ordinary duties of the position. It should be expected that from time to time, other duties both related and unrelated to the above may be assigned, and therefore, required.
Position Requirements:
1-2 of years previous supervisory experience in a retail or customer service environment. Must demonstrate excellent interpersonal, supervisory, organizational and problem-solving skills. Experience with team building and staff development preferred. Proficiency with MS Office and familiarity with point-of-sale systems preferred. Must be able to stand for extended periods of time and ability to work weekends. Position requires carrying a two-way radio at all times while on duty.
Reports to:
Customer Service Manager
Supervisory Scope:
1-18