Gap Inc. Customer Service Lead - Athleta - Legacy Place in Dedham, Massachusetts

Customer Service Lead - Athleta - Legacy Place


Dedham, Massachusetts 02026

JOB#: 200181 DATE POSTED:Apr. 20, 2017

JOB STATUS: Part-time

The Customer Experience Lead's primary responsibility is to assist the leadership team in overseeing the sales floor and ensuring a positive experience. The Lead will assist in aspects of store operation focusing primarily on the areas of customer engagement, including the sales floor, fitting room and cash wrap.

  • Understands the holistic mindset of the Athleta brand and can bring it to life everyday

  • Consistently treats everyone with respect and contributes to a positive work environment

  • Brings Athleta to life (in this new retail expression), through creating a unique-to-brand shopping experience; fosters interaction similar to being a trusted friend and advisor through rapport & empathy

  • Displays a "customer assistant" mindset at all times; does not leave the customer with anything to do

  • Ability to do what's right while balancing brand policy guidelines to promote an in-service mindset

  • Looks for ways to create an environment that welcomes innovation and values each employees' unique ideas and contributions

  • Ensures desired brand experience is being fostered in-store through individual and team customer interactions

  • Connects with customers by asking open-ended questions to assess customer needs and makes relevant merchandise/styling suggestions

  • Drives store sales by authentically suggesting additional items to customers to meet their active lifestyle needs

  • Stays current on all product knowledge and communicates features and benefits to customers to build customer knowledge and confidence in the product

  • Assists customers in finding out-of-stock items via catalog or on-line, by using (back-order capability)?, or by finding substitutions for out-of-stock items (understands and leverages Call Center, catalog & website)

  • Leads by example; mentors and positively influences others

  • Sales Generation

  • Stays current on goals and priorities as it relates to the selling floor

  • Offers suggestions to the leadership team about how to improve daily sales trends

  • Customer Experience

  • Sets the example by role modeling great customer service

  • Ensures that associates are upholding service standards

  • Handles complex customer situations in compliance with policy and procedures; escalates issues as appropriate

  • Staff Supervision

  • Monitor floor coverage and zoning for the day

  • Monitors cash wrap to ensure customers are provided service in accordance with customer service policies and cashier guidelines

  • Coordinates associate breaks, lunches and shift changes

  • Logs/reports to leadership team time and attendance infractions (sick/late/no show)

  • Performs employee personal property checks

  • Trains, coaches and directs associates on service and how to meet productivity standards

  • Communicates development feedback of others to the leadership team

  • Operations

  • Responsible for store opening and closing.

  • Upholds all company policies as outlined in the Policy and Produce Manual, including the Employee Policy Guide and Code of Business Conduct

  • Enforces all Loss Prevention policies, and communicates violations to the leadership team and/or the COBC hotline

  • Responsible for front-of-house receiving and assisting vendors

  • Ensures company standards of neat, clean and organized sales floor, cash wrap and fitting room areas are met

  • Performs all other duties as assigned

  • Reports to a member of the Store Leadership Team

  • Collaborates effectively across teams and with all Business Partners and departments as needed

  • Ability to establish & maintain effective relationships with employees and customers

  • Possesses a strong character/ethical core - distinctly knows the difference between doing what is right vs. doing the right thing

  • Ability to interact cooperatively and work as a team towards a common goal

  • Demonstrates a passion for delivering exceptional service everyday and inspires by example

  • Demonstrates a "can-do" attitude, with drive and passion to sell and achieve all goals

  • Ability to receive feedback and to take action when appropriate

  • Skilled problem-solver, makes quality decisions, and follows written and verbal instructions to meet deadlines on tasks and projects

  • Ability to communicate effectively

  • Previous experience in retail preferred

  • Ability to lift and carry 30 pounds

  • Ability to maneuver around sales floor and stockroom

  • Open availability and flexibility to work nights, weekends, store openings and closings to meet the needs of the business

  • Experience supervising teams preferred