Customer Service Specialist

CUSTOMER SERVICE SPECIALIST

Reports to: Store Director

FLSA Status: Non-Exempt

SUMMARY

The Customer Service Specialist will lead and support front-end store operations, ensuring a seamless and positive customer experience. This role involves guiding the customer service team, managing operational efficiency—including self check-out, cash handling, and sales floor productivity—while solving problems quickly and effectively. The ideal candidate is methodical, engaging, and friendly, with exceptional communication skills, leadership ability, and a proven track record as a high performer. They will serve as a key point of contact for customer inquiries, issue resolution, and operational improvements.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Lead and support front-end store operations, including self check-out and sales floor productivity.
• Assist customers with inquiries, purchases, returns, and exchanges.
• Ensure operational excellence in cash handling procedures.
• Monitor and address customer feedback promptly and professionally.
• Train, mentor, and motivate front-end team members to achieve performance goals.
• Promote store loyalty programs and customer engagement initiatives.
• Maintain a clean, organized, and welcoming store environment.
• Collaborate with management to implement operational improvements.
• Ensure compliance with store policies and operational standards.
• Perform all other duties as assigned.

QUALIFICATIONS 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, experience and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Strong communication and interpersonal skills.
• Proven leadership and problem-solving abilities.
• Ability to think quickly and make sound decisions in a fast-paced environment.
• Experience in operations management, including cash handling and productivity oversight.
• Friendly, engaging, and customer-focused demeanor.
• High attention to detail and methodical approach to tasks.
• Proficiency with Microsoft Office programs and email (Outlook).
• Ability to work both independently and as part of a team.
• Ability to work a flexible schedule, including evenings, nights, weekends, and overtime as needed.

WORKING CONDITIONS

• Work is typically performed in front-end of a retail store environment. 
• Must be available to work a flexible schedule including a variety of shifts, days, evenings, nights, and weekends including overtime, as needed (keep this as last bullet point)

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Must be able to sit for prolonged periods of time in front of a computer daily.
• Frequently required to stand; walk; and stoop, kneel, crouch or crawl.
• Must have visual and hearing acuity.
• Ability to use hands and fingers to reach, lift and carry 25 pounds on a regular basis
• Digital dexterity and hand/eye coordination in operation of office equipment including a computer
• Ability to speak to, hear, and understand others via phone and in person in English