A Retail Customer Service Manager manages staff that provide customer service for a retail store. Assists staff as needed, or deals directly with customers. Implements policies with regard to store products and merchandise. Answers questions, resolves problems and complaints and approves refunds or exchanges for customers.
Ensures that all customers receive fast, friendly, accurate checkout service by passionately implementing the spirit of customer first, second to none. Manages and schedules duties of Front-End Clerks, Courtesy Clerks, Customer Service Clerks, Head Clerks, Bookkeepers and all other Front-End Management. Oversees the completion of daily cash, balancing, reconciliation, and payroll reports, while supporting store sales and overall operating plan.
DUTIES:
Lead front-end operations to ensure exceptional customer service, efficient checkout processes, and achievement of customer satisfaction goals. Supervise daily front-end activities, including cashiers and courtesy clerks, while maintaining service levels, cleanliness, safety, and a positive store appearance. Resolve customer concerns and complaints professionally, promoting personalized service and strengthening customer relationships. Manage cash handling procedures, including register tills, safe transactions, refunds, check approvals, rain checks, and cash control compliance. Monitor and troubleshoot POS systems, pricing discrepancies, UPC issues, equipment malfunctions, and other front-end operational challenges. Recruit, interview, train, coach, and develop front-end staff while supporting performance management and disciplinary processes. Schedule and direct team members to maximize productivity, customer service, and labor cost efficiency. Ensure compliance with company policies, operational procedures, safety standards, and dress and grooming requirements. Oversee inventory levels and ordering of front-end supplies and merchandise to support uninterrupted operations. Track and achieve budget goals related to labor, cash variances, supply expenses, and operational costs. Promote a culture of safety, accountability, teamwork, and operational excellence for both customers and employees. Operate as an on-demand cashier and supervisor, providing hands-on support during peak business periods and staffing shortages. Utilize strong leadership, communication, and problem-solving skills to maintain efficient store operations and a positive customer experience. Analyze business activity and operational metrics to make informed staffing, hiring, and performance recommendations.
