Customer Service Management Assistant

Harris Teeter - Holly Springs, NC

Full-time - Entry Level

Holly Springs, NC

Food and Beverage Retailers

About the position

The Customer Service Management Assistant plays a crucial role in supervising the Customer Service Department at Harris Teeter, specifically at Store 311 in Holly Springs, North Carolina. This position involves overseeing up to 120 associates, including cashiers, baggers, customer service clerks, and accounting office staff. The individual will assist the Department Manager in the overall direction, coordination, and evaluation of these departments, ensuring that all operations align with Harris Teeter's policies and standards. Key responsibilities include performing floor monitoring duties, interviewing and training new associates, planning, assigning, and directing work, as well as appraising performance. The Assistant will also be responsible for rewarding and disciplining associates, addressing customer complaints, and resolving problems effectively. A significant part of the role involves ensuring compliance with the Customer Service Store Visit Audit and Loss Prevention Front End Audit, providing immediate coaching and feedback to associates who do not meet expectations. Additionally, the Assistant may perform duties of customer service clerks, accounting office associates, cashiers, and baggers as needed. To succeed in this role, the individual must demonstrate a commitment to exceptional customer service, possess excellent communication and interpersonal skills, and be willing to engage in local community activities to enhance the store's position. The role requires flexibility to manage multiple tasks effectively, especially under pressure, and the ability to demonstrate patience when interacting with both associates and customers. The position also requires a high school diploma or GED, along with one to three years of related experience or training. The Assistant must be proficient in various computer skills, including knowledge of HT Internet software, email, inventory software, spreadsheet software, and word processing software. Mathematical skills are essential for handling transactions and inventory management, and the ability to apply common sense reasoning to solve problems is crucial. The role also necessitates completing the company's training programs, including new hire orientation and customer service training.

Responsibilities

• Supervise up to 120 associates in the Customer Service Department.
• Assist the Department Manager with overall direction, coordination, and evaluation of the departments.
• Perform floor monitoring duties and ensure compliance with audits.
• Interview and train new associates.
• Plan, assign, and direct work for associates.
• Appraise performance and provide feedback to associates.
• Reward and discipline associates as necessary.
• Address customer complaints and resolve problems effectively.
• Provide immediate coaching/feedback to associates not in compliance with expectations.
• Perform duties of customer service clerks, accounting office associates, cashiers, and baggers as needed.

Requirements

• High school diploma or GED; or one to three years related experience and/or training; or equivalent combination of education and experience.
• Commitment to unparalleled customer service.
• Excellent communication and interpersonal skills.
• Willingness to participate in required training and work with the team to increase customer satisfaction and sales.
• Ability to read and comprehend simple instructions, short correspondence, and memos in English.
• Ability to write simple correspondence in English.
• Ability to effectively present information in one-on-one and small group situations.

Nice-to-haves

• Experience in a retail environment.
• Knowledge of customer service best practices.
• Familiarity with inventory management systems.

Benefits

• Training and development programs.
• Opportunities for career advancement.
• Employee discounts on store products.