Customer Service Leader

7 months ago

Winnipeg, Canada Ken's Carpets & Urban Home Style Centre Full time

The Customer Service Leader plays a crucial role in the first impressions and ongoing satisfaction of customers visiting the showroom. This position is not only responsible for creating a welcoming environment but also for onboarding new customers, understanding their needs, and directing them to the appropriate sales professional or department. This ensures a personalized and efficient shopping experience, supporting sales objectives and enhancing customer service standards.

Key Responsibilities:
**Customer Onboarding and Engagement**:
Warmly greet customers entering the showroom, initiating a positive first impression.

Onboard new customers by gathering initial information about their needs and preferences, ensuring a tailored shopping experience.

Efficiently capture and record customer contact information and specific interests for follow-up and targeted marketing efforts.

**Qualification and Assignment**:
Quickly assess customer needs to qualify them for the appropriate level of service or product interest.

Assign customers to a retail sales professional or direct them to the relevant department, ensuring their inquiries and needs are addressed by the most suitable team member.

Facilitate a smooth handoff to sales or department staff, providing them with relevant customer information to offer personalized assistance.

**Sales and Operational Support**:
Support sales and promotional activities by staying informed about current promotions, product features, and inventory levels.

Assist in coordinating sales events and product launches within the showroom.

**Supplier and Inventory Coordination**:
Coordinate with suppliers and the supply chain team to ensure product availability aligns with customer demands and showroom promotions.

**Team Collaboration and Training**:
Collaborate with various teams to ensure a cohesive customer service experience.

Train and mentor new customer service staff on onboarding techniques, customer engagement, and the qualification process.

**Skills and Qualifications**:
Proven customer service or sales experience, with a strong emphasis on customer engagement and information management.

Excellent interpersonal and communication skills for effective customer interaction and team collaboration.

Leadership and organizational skills to manage customer flow and staff assignments.

Proficiency in CRM software and data management tools.

Ability to work flexible hours, adapting to business needs.

**Personal Attributes**:
A welcoming and positive demeanor to create a memorable first impression.

Strong problem-solving skills to address customer needs and inquiries efficiently.

Detail-oriented for accurate customer information capture and qualification.

Exceptional communication skills, written, oral.

**Working Conditions**:
Primarily in a showroom environment, requiring mobility within the store and the ability to stand for extended periods.

**Job Types**: Full-time, Permanent

**Salary**: $45,000.00-$55,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- Paid time off
- Vision care

Flexible Language Requirement:

- French not required

Schedule:

- Holidays
- Monday to Friday
- Weekends as needed

**Education**:

- Secondary School (preferred)

**Experience**:

- Customer service: 5 years (required)

**Language**:

- English (required)

Ability to Commute:

- Winnipeg, MB R2J 0Y4 (required)

Work Location: Hybrid remote in Winnipeg, MB R2J 0Y4

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