Customer Service Lead
$41,600–$49,920 year
On-site · Williston, Vermont, United States
Job Summary
Customer Service Lead responsible for delivering an exceptional customer experience while driving sales through product availability, merchandising, and front-end operations. Leads the Customer Service team, oversees the indoor selling environment, and serves as the store's subject matter expert for POS and customer-facing processes. Works with store leadership and cross-functional partners to ensure customers are welcomed, supported, and inspired throughout the shopping experience while maintaining merchandising standards, inventory flow, and operational execution. Responsibilities include supervising and coaching Customer Service Associates, ensuring service standards, managing daily priorities, serving as Manager on Duty (MOD), driving sales through well-stocked and visually compelling merchandising, maintaining POS procedures and front-end operations, and collaborating with Receiving and buying teams on inventory and product requests. Physical requirements include lifting up to 50 pounds occasionally and standing/walking for extended periods; availability to work evenings, weekends, holidays, and seasonal overtime.
Required Qualifications
- 2+ years of customer service experience
- 2+ years of POS experience
- Previous experience leading, training, or directing team members
- Strong customer service, communication, and problem-solving skills
- Merchandising experience in hardgoods, gift, retail, or related categories
- Basic knowledge of gardening products
- Advanced horticultural knowledge preferred; horticultural industry experience
- Ability to prioritize and remain organized in a fast-paced retail environment
- Ability to read and interpret technical and product information
- Knowledge of horticultural terminology, plant diseases, and insects
- Proficiency with Microsoft Office and internet-based applications
- Ability to analyze information and perform basic retail math calculations
- Ability to lift up to 50 pounds occasionally
- Ability to stand and walk for extended periods on hard surfaces
- Availability to work evenings, weekends, holidays, and seasonal overtime as business needs require
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