Customer Service Lead

Job Description

Job Description

Oversee the front-end operations of the garden center, including supervising the cashier team and ensuring excellent customer service. To ensure smooth daily operations at the register area, handle customer concerns, coordinate cashier schedules, and maintain a friendly, organized checkout experience.

Key Responsibilities:

• Team Leadership:

• Supervise, train, and support all cashiers and front-end customer service staff.

• Schedule cashier lunches and ensure adequate coverage during peak hours.

• Conduct regular check-ins with the cashier team and provide on-the-job coaching.

• Directing team members to ensure guests are helped in a timely manner, and to ensure a smooth and friendly check out process and support cashiers as needed

• Tasking team members with day-to-day functions including but not limited to:

• • Stocking, pricing marking, merchandising, fronting/facing product in the store including food, beverages, produce, and garden center products

• • Rotating product (FIFO) to ensure freshness

• • Date checking of all perishable products and informing leadership of any short, dated products

• • Removal of past-dated products

• • Cleaning and tidying of the cash out area and other indoor areas as directed

• • Performing cart runs

• • Ensuring bathrooms are having a minimum of 4 bathroom checks per day each

• Updating sales/promos sheets for all register areas

• Ensuring all “go-backs” are returned to their proper homes before closing

• Customer Service:

• Serve as the escalation point for customer issues, complaints, or special requests.

• Ensure all customers are greeted promptly and receive friendly, efficient service.

• Step in to assist with transactions during busy times or staff shortages.

• Performing returns and exchanges for guests

• Answering phones and checking voicemail and email. Forward messages as needed.

• Support “trade account” customers through checkout process (only green goods are applicable for the trade account discount)

• Checking Doordash tablet and following up accordingly

• Getting orders collected and communicating for custom plantings

• Filling out spreadsheet for Doordash

• Performing “write-offs” as directed by leadership

• Performing “paid out” transaction for team members when needed

• Supporting guests with Paypal and over-the-phone transactions

• Updating out of stock lists for soils/mulches/rocks for all register areas

• Cash Handling:

• Oversee all cash register operations, including start-of-day and end-of-day cash handling.

• Perform daily cash reconciliation and report discrepancies to management.

• Ensure tills are balanced and deposits are prepared accurately and on time.

• Operational Duties:

• Monitor front-end cleanliness, appearance, and merchandising (impulse items, seasonal promotions, etc.).

• Enforce company policies regarding returns, discounts, and payment methods.

• Coordinate with other departments (e.g., nursery, landscaping, warehouse) for seamless customer service.

• Technology & Reporting:

• Ensure POS systems are operating correctly and report any technical issues.

• Communicating with store leadership equipment issues or concerns in a timely manner

• Managing walkie-talkies (ensuring they are plugged in properly and charging when not in use)

Qualifications:

• • Physical requirements :

    • Ability to lift and carry up to 25 pounds and stand for extended periods.

• • Skills :

    • Excellent communication and interpersonal skills with a friendly and approachable demeanor

    • Ability to work effectively in a fast-paced environment and manage multiple tasks

    • Previous experience in a retail or customer service role is preferred but not required

  Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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