Lead Customer Service Associate

**Job Title: Lead Customer Service Associate**

**Reports To**:District Supervisor

**Department**: Customer Service

**Position Summary**

The responsibility of the Lead Associate is to provide customers with an exceptional experience by quickly and efficiently attending to their orders. The Lead associate is an expert of store operations and guides a team of associates to grow customer base. The Lead associate works with their supervisor to set store targets with a growth mindset and creates a plan to achieve the targets. The Lead associate owns operations in store, ensuring that cleanliness, health and safety, and procedures are upheld to best standards.

**Responsibilities**:
Store Support:

- Be the first point of contact and check in on a regular basis with the courier partners;
- Provide hands on and remote training and support,
- Develop and implement systems and standards to improve how we work with couriers
- Respond to customer inquiries and deal with escalated customer service issues that come in a timely manner.
- Ensure PenguinPickUp locations are in a clean and maintained state at all times

**PenguinPickUp**
- Ensure all units are following our customer service standards;
- Support unit(s) to respond to customer issues in a timely manners and deal with escalated customer service issues;
- Develop and implement systems and standards to improve our customer service experience;
- Lead training for new associates and updated training for current associates as needed;
- Ensure associates are receiving and organizing deliveries as per procedures.
- Notifying clients that packages are ready for pick up
- Track & report key statistics as requested;
- Maintaining health and safety standards as per guidelines
- Work on assigned projects by supervisor
- Complete and sign-off daily leads checklist for supervisor follow up.
- Act as a leader of the PPU location, role modelling and upholding PPU best standards.
- Be a SME (Subject Matter Expert) on given department, present during lead meetings.
- Fill out scorecard and present store update to supervisor during 1 on 1’s.
- Monthly mock audits on Ikea IWAY standards, provide root cause/action plan
- Monthly STARR reports and provide root cause/action plan
- Cleanliness walkthrough, create work back plan
- INNOVATE Share ideas with evidence, don’t be scared

**Academic/Professional Requirements**:

- Secondary school diploma or equivalent

**Required Skills/Experience**:

- 2+ years of experience delivering exceptional customer service;
- Demonstrated leadership skills and ability to motivate Associates to deliver exceptional customer service;
- Deliver training to new and existing Associates is an asset;
- Maintain a positive attitude when faced with difficult situations;
- Enjoy working in a team environment or on your own;
- Must be organized and able to multitask and prioritize workload;
- Strong oral and written communication skills and ability to interact with people of all levels;
- Must be willing and able to work shift work (Days, Evenings, Weekends) and work overtime as per business demands;
- Must be computer literate and comfortable operating and understanding new technologies;
- Experience cold calling, marketing or cross promoting is an asset;
- Must be willing and able to carry and attend to a Company cell phone;
- Must be at least 19 years of age to handle orders from national cannabis retailers.

**Physical Demands**:

- Must be able to work in varied outdoor temperatures and sustain physical activity levels over time, being able to lift up to 50 lbs, squatting, standing for a prolonged period and walking throughout shift, and wear safety shoes throughout shift, adhering to all Health and Safety requirements;
- Must be willing and able to wear the required uniform; follow up on other associates as well
- Maintain a clean, and presentable appearance at all times.

**Values**

PenguinPickUp Lead Associates are **_Client Focused_**. We know that our clients are very busy and we strive to make our clients experience as **_Convenient _**and easy as possible. We believe that **_Team Work_** is the only way we will be able to deliver our consistent world class service at every PenguinPickUp location

We are an equal opportunity employer committed to an inclusive and accessible recruitment and selection process. If you are contacted about an employment opportunity, please advise if you require accommodation.

**Job Type**: Part-time

**Salary**: $16.00-$17.00 per hour

Day range:

- Monday to Friday
- Weekend availability

Ability to commute/relocate:

- Toronto, ON: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Customer service: 3 years (required)

Shift availability:

- Day Shift (preferred)
- Night Shift (preferred)

Work Location: One location