Customer Service Lead

4 days ago

Victoria, Canada Women in Need Community Cooperative Full time

Victoria Women In Need Community Cooperative (WIN) is a non-profit community service cooperative that provides programs to support women, trans, non-binary, and Two-Spirit people along their journey between crisis, self-sufficiency, and wellness. We run 3 resale shop locations as well as an online shop to be able to support us in funding our programs and operations.

Type of Position: Full Time
Hours per week: 32-40 hours per week (Saturday - Tuesday)

**This is a hands-on position that is responsible for**:

- Providing excellent customer service; greeting customers, making recommendations, and helping them to locate the right merchandise.
- Building relationships, assisting customers with shopping and creating a positive retail environment, and dealing with issues as they arise.
- Acting as team support and lead relating to customer service
- Providing a reassuring presence and being able to calmly de-escalate any challenging customer service situations safely
- Being part of ensuring that all health and safety procedures are being followed
- Contributing to a supportive and inclusive team and work environment
- Being part of ensuring that the store meets performance goals
- Contributing to building and maintaining a positive and cooperative team working environment
- Assisting in duties in all areas of the store including cash, merchandising, rotating stock, putting stock back on the sales floor, and maintaining a clean and orderly store
- Ensuring all WIN policies and procedures are carried out effectively
- Maintaining high store standards and expectations
- Keyholder responsibilities including opening / closing the store and managing the alarm system.

**Skills and Experience required**:

- Must have a minimum of 2 years of direct customer service experience
- Experience supporting a retail team with customer service-related issues
- Resourceful, positive attitude, and an excellent communicator.
- Excellent customer service skills, able to answer questions in a friendly and positive manner
- Leadership abilities, and ability to remain calm in a busy store environment.
- Well organized with good attention to detail
- Knows about and values the work that WIN does in the community - must have an understanding of what WIN is all about.
- Ability to communicate respectfully, both verbally and written.
- Able to build empowering relationships with customers, donors, and Program Participants that reflect WIN’s values and vision.
- Able to work autonomously, and use judgment, initiative, and critical thinking skills in problem-solving and communication on a case-by-case basis.
- Accurate and dependable in working with cash/point of sale system.
- Able to work independently and as part of a team.
- High School graduate.

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

**Benefits**:

- Dental care
- Extended health care
- Store discount
- Vision care

Schedule:

- 8 hour shift
- Day shift

Ability to commute/relocate:

- Victoria, BC V8W 1N9: reliably commute or plan to relocate before starting work (required)

**Education**:

- Secondary School (preferred)

**Experience**:

- Retail management: 1 year (preferred)

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