Supervisory Customer Experience Associate

Job Description

As a supervisor at the Main Store, you will lead a team of passionate and knowledgeable Customer Experience Associates who strive to exceed customer expectations by focusing on extraordinary customer experiences. You are responsible for understanding sales goals, planning, and executing daily/weekly workloads to deliver on department and store sales goals as well as customer engagement. You will create schedules that aligns with customer and business needs and lead a culture of accountability through clear expectations and performance management on critical service and engagement behaviors. You will quickly respond to and deescalate negative customer experiences and ensure that your team understands and is empowered to make things right for the best customers in the world.

Job Qualification:

• Able to learn and adapt to current technology needs
• Able to think quickly on the spot to answer customer questions
• Able to take initiative
• Able to share brand knowledge
• Able to lead teams to meet organizational objectives
• Promote a positive team and customer centric culture
• Lead a culture of accountability through clear expectations
• Utilize business knowledge to understand, troubleshoot and follow-up on opportunity areas
• Ensure customers have an extraordinary experience while shopping
• Greet every customer with eye contact and smile in your authentic way
• Able to lift 50 pounds

Additional Qualifications/Requirements:

• Excellent attention to detail
• Willing to cross-train and work in other areas of the store, as needed
• Must possess a welcoming and helpful attitude toward customers and other team members
• Excellent communication skills
• Basic computer skills
• Previous retail supervisory experience preferred

Additional Qualifications/Requirements

WE ARE HIRING A PROVEN LEADER TO SUPERVISE OUR CUSTOMER SERVICE AND CENTRAL CHECKOUT DEPARTMENTS. THIS POSITION WILL HAVE PRIMARY RESPONSIBILITY FOR RECONCILING/PROCESSING DAILY CASH AND VAULT COUNTS FOR THE MAIN STORE, IN ADDITION TO CASH RECONCILIATION FOR SATELLITE FACILITIES. MANAGES ESCALATED ISSUES IN CUSTOMER SERVICE. TRAINS, DEVELOPS, SCHEDULES AND MANAGES CUSTOMER SERVICE AND CENTRAL CHECKOUT STAFFS. EXECUTES ACCURATE, TIMELY PROCESSING OF CREDIT ACCOUNT APPLICATIONS, REFUND AND EXCHANGE TRANSACTIONS, ONLINE ORDER RESEARCH,AND OTHER FINANCIAL TRANSACTIONS. MUST BE AN ACCURATE MULTI-TASKER WITH A POSITIVE ATTITUDE AND SOLID, PROVEN LEADERSHIP SKILLS. STRONG MATH APTITUDE NECESSARY. PREVIOUS CASH CAGE/CUSTOMER SERVICE DESK AND SUPERVISORY EXPERIENCE STRONGLY PREFERRED.

Job Qualifications

Completion of high school or the equivalent. Retail experience. Demonstrated willingness and potential for additional responsibility.

If a sufficient number of qualified candidates do not apply, the minimum qualifications may be lowered without reposting.

Major Duties

Ensures a high level of customer satisfaction through excellent service. Greets each customer upon contact and/or line of sight, assesses their needs, suggests alternative options, and provides resolution. Keeps their needs foremost and creates a welcoming environment, actively engages, and builds trust relationship with the customer in order to deliver a personalized shopping experience.
Leads associates utilizing effective communications skills. Trains and coaches associates to ensure they are well-equipped to provide a personalized shopping experience.
Ensures associates have product knowledge and sales skills to serve the customer in assigned area(s). Trains/coaches associates on merchandise presentation standards including, but not limited to, arranging space on sales floor, setting up promotional fixtures, displaying promotional merchandise signing, sizing, clearance, and cleanliness of the area.
Ensures loss prevention and accountability procedures are followed and minimizes all controllable expenses. Assures compliance with fire, safety, sanitation, and security regulations, as well as ensuring the security of fixed assets, cash, and inventory.
Communicates performance expectations and maintains employee communication folders to include communication record, time and attendance record, job description, and checklist. Provides effective feedback on adherence to established performance standards and recommends development opportunities.
May operate a cash register or other sales related equipment to enter new accounts, conduct sales, refunds, or similar transactions. May be required to verify and accept multiple tenders for payment and make change with accuracy and zero variance tolerance.
Performs other duties as assigned.

Our Focus

We are seeking associates who have a passion for delivering an extraordinary customer experience and a passion for serving those who serve, our soldiers, Airmen, and their families.

Who We Are

The army & Air Force Exchange Service, also known as "the Exchange," is the retailer on US Army and Air Force installations worldwide. An $8 Billion enterprise ranked among the top retailers. The Exchange operates department stores, convenience stores, restaurants, movie theaters and an internet shopping site to serve Soldiers, Airmen, and their families. In addition to US bases in Germany, Italy, England, Turkey, South Korea, and Japan. We also operate stores for US troops in Iraq, Afghanistan, and other countries in the region. The Exchange ensures Soldiers and Airmen have access to US goods and services, wherever they serve.

BENEFITS TO WORK WITH US & OUR PACKAGE
We know that you can work anywhere. However, working at the Exchange is the start of something great! While you make it easy for our customers, we focus on you and your development! Our people make us who we are. We want to see you grow, so we put growing together at the forefront of everything we do. It is our duty to provide you with the tools and resources that you need to succeed. Joining the Exchange means joining a team that is devoted to you!
***Specific position allow participation in Medical, Dental, Life & Disability Insurance, Paid Time Off, Paid Vacation/Sick Leave, Advancement Opportunity, Retirement Plan, a Traditional Pension and 401K Plan to qualify associates Administrative Leave, Military Leave with Pay, Voluntary 24-Hour Family Accidental Death & Dismemberment Insurance, Annual Performance Increases, Holiday Pay, Service Awards, FMLA, Associate Transfer Program, Professional Development Training, You'll also have access to the base and its facilities (Gym, library, theater, and bowling Alley), Mass Transit Program, a status as an employee of the DoD and more...

Job Description

As a supervisor at the Main Store, you will lead a team of passionate and knowledgeable Customer Experience Associates who strive to exceed customer expectations by focusing on extraordinary customer experiences. You are responsible for understanding sales goals, planning, and executing daily/weekly workloads to deliver on department and store sales goals as well as customer engagement. You will create schedules that aligns with customer and business needs and lead a culture of accountability through clear expectations and performance management on critical service and engagement behaviors. You will quickly respond to and deescalate negative customer experiences and ensure that your team understands and is empowered to make things right for the best customers in the world.

Job Qualification:

• Able to learn and adapt to current technology needs
• Able to think quickly on the spot to answer customer questions
• Able to take initiative
• Able to share brand knowledge
• Able to lead teams to meet organizational objectives
• Promote a positive team and customer centric culture
• Lead a culture of accountability through clear expectations
• Utilize business knowledge to understand, troubleshoot and follow-up on opportunity areas
• Ensure customers have an extraordinary experience while shopping
• Greet every customer with eye contact and smile in your authentic way
• Able to lift 50 pounds

Additional Qualifications/Requirements:

• Excellent attention to detail
• Willing to cross-train and work in other areas of the store, as needed
• Must possess a welcoming and helpful attitude toward customers and other team members
• Excellent communication skills
• Basic computer skills
• Previous retail supervisory experience preferred

Additional Qualifications/Requirements

WE ARE HIRING A PROVEN LEADER TO SUPERVISE OUR CUSTOMER SERVICE AND CENTRAL CHECKOUT DEPARTMENTS. THIS POSITION WILL HAVE PRIMARY RESPONSIBILITY FOR RECONCILING/PROCESSING DAILY CASH AND VAULT COUNTS FOR THE MAIN STORE, IN ADDITION TO CASH RECONCILIATION FOR SATELLITE FACILITIES. MANAGES ESCALATED ISSUES IN CUSTOMER SERVICE. TRAINS, DEVELOPS, SCHEDULES AND MANAGES CUSTOMER SERVICE AND CENTRAL CHECKOUT STAFFS. EXECUTES ACCURATE, TIMELY PROCESSING OF CREDIT ACCOUNT APPLICATIONS, REFUND AND EXCHANGE TRANSACTIONS, ONLINE ORDER RESEARCH,AND OTHER FINANCIAL TRANSACTIONS. MUST BE AN ACCURATE MULTI-TASKER WITH A POSITIVE ATTITUDE AND SOLID, PROVEN LEADERSHIP SKILLS. STRONG MATH APTITUDE NECESSARY. PREVIOUS CASH CAGE/CUSTOMER SERVICE DESK AND SUPERVISORY EXPERIENCE STRONGLY PREFERRED.

Job Qualifications

Completion of high school or the equivalent. Retail experience. Demonstrated willingness and potential for additional responsibility.

If a sufficient number of qualified candidates do not apply, the minimum qualifications may be lowered without reposting.

Major Duties

Ensures a high level of customer satisfaction through excellent service. Greets each customer upon contact and/or line of sight, assesses their needs, suggests alternative options, and provides resolution. Keeps their needs foremost and creates a welcoming environment, actively engages, and builds trust relationship with the customer in order to deliver a personalized shopping experience.
Leads associates utilizing effective communications skills. Trains and coaches associates to ensure they are well-equipped to provide a personalized shopping experience.
Ensures associates have product knowledge and sales skills to serve the customer in assigned area(s). Trains/coaches associates on merchandise presentation standards including, but not limited to, arranging space on sales floor, setting up promotional fixtures, displaying promotional merchandise signing, sizing, clearance, and cleanliness of the area.
Ensures loss prevention and accountability procedures are followed and minimizes all controllable expenses. Assures compliance with fire, safety, sanitation, and security regulations, as well as ensuring the security of fixed assets, cash, and inventory.
Communicates performance expectations and maintains employee communication folders to include communication record, time and attendance record, job description, and checklist. Provides effective feedback on adherence to established performance standards and recommends development opportunities.
May operate a cash register or other sales related equipment to enter new accounts, conduct sales, refunds, or similar transactions. May be required to verify and accept multiple tenders for payment and make change with accuracy and zero variance tolerance.
Performs other duties as assigned.

Our Focus

We are seeking associates who have a passion for delivering an extraordinary customer experience and a passion for serving those who serve, our soldiers, Airmen, and their families.

Who We Are

The army & Air Force Exchange Service, also known as "the Exchange," is the retailer on US Army and Air Force installations worldwide. An $8 Billion enterprise ranked among the top retailers. The Exchange operates department stores, convenience stores, restaurants, movie theaters and an internet shopping site to serve Soldiers, Airmen, and their families. In addition to US bases in Germany, Italy, England, Turkey, South Korea, and Japan. We also operate stores for US troops in Iraq, Afghanistan, and other countries in the region. The Exchange ensures Soldiers and Airmen have access to US goods and services, wherever they serve.

BENEFITS TO WORK WITH US & OUR PACKAGE
We know that you can work anywhere. However, working at the Exchange is the start of something great! While you make it easy for our customers, we focus on you and your development! Our people make us who we are. We want to see you grow, so we put growing together at the forefront of everything we do. It is our duty to provide you with the tools and resources that you need to succeed. Joining the Exchange means joining a team that is devoted to you!
***Specific position allow participation in Medical, Dental, Life & Disability Insurance, Paid Time Off, Paid Vacation/Sick Leave, Advancement Opportunity, Retirement Plan, a Traditional Pension and 401K Plan to qualify associates Administrative Leave, Military Leave with Pay, Voluntary 24-Hour Family Accidental Death & Dismemberment Insurance, Annual Performance Increases, Holiday Pay, Service Awards, FMLA, Associate Transfer Program, Professional Development Training, You'll also have access to the base and its facilities (Gym, library, theater, and bowling Alley), Mass Transit Program, a status as an employee of the DoD and more...

• 

• Government Careers

Show more