Ensures the successful execution of corporate service programs, promotions and other events as well as daily and weekly Dress Blue Experience standards at all customer touchpoints. Leads a team-centric environment. Works with the Training Specialist to ensure all team members are trained on policies relating to service, service recovery and corporate service programs and promotions. Observes and delegates task completion and other team deadlines accordingly; accurately planning the workload to achieve the desired outcome.
Encourages and empowers all team members to identify opportunities to resolve customer problems and concerns before they happen.
Communicates any outstanding problem resolution issues with the Experience Leader. Understands and articulates all MCX value stories, programs and promotions.
Consistently champions, communicates and represents the MCX brand standards. Communicates effectively with other store teams to address deficiencies with brand standards while providing, education, coaching and positive reinforcement to all store team members.
Identifies and reduces all risks of loss and/or theft. Actively engages in organizational training opportunities that develop personal and professional skills related to: time management, emotional intelligence, interpersonal skills, career planning, public speaking and small group leadership.
Provides World Class Customer Service with an emphasis on courtesy. Delivers a Dress Blue Experience to all customers throughout the store. Proactively engages all customers in conversation. Addresses customers by rank when appropriate. Understands and operates within all service policies and exercises an "I can DO that" mentality when a customer problem occurs. Follows up with customers to ensure their problems were resolved. Assists customers and communicates positively in a friendly manner.
Takes action to solve problems quickly. Alerts the higher-level supervisor, or proper point of contact for help when problems arise. Adheres to safety regulations and standards. Promptly reports any observed workplace hazards, and any injury, occupational illness, and/or property damage resulting from workplace mishaps to the immediate supervisor. Adheres to established standards of actively supporting the principles of the EEO program and prevention of sexual harassment.
Supervises employees to include: assigning and distributing work, coaching, counseling, tutoring, and mentoring employees; approving and disapproving leave; recommending and completing personnel actions; completing performance reviews and signing timecards; training employees. Must be alert to alcohol abuse, and take appropriate action. Assists in developing and ensuring the implementation and control of an adequate, effective and appropriate training plan for all personnel.
Has keyholder responsibility: opening and closing stores and receiving products. May require food handling safety training, handling and certification. May require training and handling of Western Union and other customer services offered. May require light custodial duties, light lifting of merchandise, stocking, setting planograms, price changes, inventory counts and corrections.
Performs other duties as assigned. This is a white-collar position where occasional lifting up to 20 lbs. may be required.
MINIMUM QUALIFICATIONS:
BACHELOR'S DEGREE from an accredited college or university in business management or a related field appropriate to the work of position AND THREE YEARS of experience in the occupation, or a related field or work area, OR an appropriate combination of education and experience that demonstrates possession of knowledge and skill equivalent to that gained in the above, OR appropriate experience that demonstrates that the applicant has acquired the knowledge, skills, and abilities equivalent to that gained in the above.
Experience working within a customer service focused environment required. Two years of supervisory experience working in a leadership role related to store operations and performance metrics required. Experience with facility upkeep and supervising custodial staff preferred. Positive attitude with a genuine desire to work in a customer focused environment.
Ability to train operating standards and procedures for service, service recovery and store brand as well as work within the position to execute these standards properly and coach others within the team to do so with a high degree of skill and confidence. Ability to work in a high-performance atmosphere with commitment to service goals. Ability to multi-task with high quality follow-up and holding teams accountable to results. Strong working knowledge of business processes, controls and system development. Attention to detail is required.