The Service Manager is primarily responsible for enabling and empowering a team of Customer Service Associates (CSAs) to deliver the best possible customer service experience in the store. This includes responsibility for customer facing activities on the sales floor (e.g., greeting customers, listening and probing to understand needs, identifying solutions), as well as non-customer facing activities (e.g., downstocking, inventory management and area recovery). The Service Manager ensures department(s) are customer ready at all times while inspiring engaging, customer-focused behavior, mitigating and reducing customer complaints, and driving positive first impressions for customers upon entering the store.
The Service Manager is responsible for coaching, mentoring, training, and continually monitoring Customer Service Associates in his/her area. The individual in this role is also responsible for leading Customer Service Associates in other departments, as needed, to meet the demands of the store. This requires broad product knowledge and the ability to engage employees and customers across departments.
Requires morning, afternoon, and evening availability any day of the week; physical ability to move large, bulky and/or heavy merchandise; physical ability to perform tasks that may require prolonged standing, sitting, and other activities necessary to perform job duties.
High School Diploma and 3 years of experience in a big box retail environment OR 5 years of experience in a big box retail environment
1 year of experience in customer service
Experience managing project teams (with or without direct report responsibility)
Experience recruiting, training, mentoring, and developing a service team (with or without direct report responsibility)
Experience working cross-functionally
Strong working knowledge of Microsoft Office
3 years of retail customer service experience
Experience in a leadership role with direct report responsibility
Experience working in the home improvement retail sector
Experience working in a fast paced, dynamic retail environment
Experience using store computer systems (including but not limited to: Project Tool, Genesis, M2O, Thin Client, etc.)