Service Supervisor

PURPOSE OF JOB

To provide supervision to the Services areas in the store; including cash, copy and technology services. Will have direct accountability for all cash and service associates. Depending on volume, will have accountability for copy and technology services associates. Required to take an active role in maximizing sales, productivity and ensuring complete customer satisfaction. Assesses and evaluates direct reports, and takes a lead role in providing guidance, training and coaching on company initiatives, sales programs, processes and product knowledge to maximize sales and earnings. This associate will also have keyholder responsibilities (open and closing the store) and will perform Manager on Duty shifts.

PRIMARY DUTIES AND RESPONSIBILITIES SALES LEADERSHIP
- Partners with management to set sales goals and targets. Ensures team understands connection between store financial success and bonus programs.
- Leads, promotes and coaches selling and cultivates an inspired selling culture with associates.
- Maximizes sales opportunities by leveraging the sales capabilities of associates by using current selling techniques and company programs.
- Ensures the team’s use of appropriate service paths within departments to maximize customer experience and sales growth potential.
- Accountable for the prevention and resolution of customer issues by ensuring a high level of customer service is provided by associates.
- Models, promotes and partners with management to hold others accountable for customer service excellence in the Services departments.
- Partners with management to oversee coordination and execution of services and maximizes department productivity.
- Performs follow up calls to solicit feedback on sales, promote additional products and services where applicable.
- Leads and promotes the sales and execution of Onsite Services.
- Responsible to execute, communicate and ensure understanding of flyer or promotional items.

GENERAL LEADERSHIP
- Accountable for services operations and takes on additional responsibilities in the absence of management.
- Participates in the recruitment, hiring and onboarding processes for the services departments.
- Accountable for training and coaching associates in all aspects of services and customer engagement.
- Capable to follow ETS procedures effectively and trains others to do so.
- Partners with management to execute Performance Development Reviews (PDR’s) in a timely manner, ensures action plans are in place and follows up on development of associates.
- Partners with management to performance manage direct reports including documentation.
- Participates in the Manager on Duty program.
- Responsible for closing and opening of the store.
- Has a complete understanding of all company policies and procedures related to this position, as outlined in the training checklist.
- Accountable to understand general company policies and provide guidance to staff as needed.
- Ensures associates check and understand all sources of communication for information (white boards, bulletin boards, hub, etc).
- Identifies and communicates suggestions for improvements in all areas of business and supports process excellence standards and initiatives.
- Ensures the general cleanliness of workstations, lunchroom and washrooms according to company standards is maintained.
- Promotes and maintains a safe working environment and follows all company protocols for safety and is required to report any unsafe working conditions to a manager.

**Salary**: From $16.85 per hour

**Benefits**:

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

Supplemental pay types:

- Bonus pay

**Experience**:

- Retail Supervisor: 2 years (preferred)

Work Location: One location