Customer Service Lead

Join our team of more than 34,000 team members, supporting our members and communities in our Club Support Center, 235+ clubs and eight distribution centers. BJ’s Wholesale Club offers a collaborative and inclusive environment where all team members can learn, grow and be their authentic selves. Together, we’re committed to providing outstanding service and convenience to our members, helping them save on the products and services they need for their families and homes.

The Benefits of working at BJ’s

•        BJ’s pays weekly

•Eligible for free BJ's Inner Circle and Supplemental membership(s)*

•        Generous time off programs to support busy lifestyles* 

o Vacation, Personal, Holiday, Sick, Bereavement Leave, Jury Duty

•        Benefit plans for your changing needs*

o Three medical plans**, Health Savings  Account (HSA), two dental plans, vision plan,flexible spending ​

•        401(k) plan with company match (must be at least 18 years old)

*eligibility requirements vary by position

**medical plans vary by location

Job Summary

Oversees the frontline in the absence of the Front End Manager. Coaches, teaches and develops all frontline team members to ensure excellent member service. The Front End Lead teaches, develops and motivates all team members for the successful execution of membership programs and initiatives as well as front line operations. The FEL is responsible for monitoring, driving and coaching for desired membership/member experience goals and results. Ensures that all membership products are offered and Member orders/requests are processed in a positive, timely, and efficient manner. The FEL delegates work, monitors staffing and compliance with operational standards. Provides excellent customer service to our Members.

Leadership:

• Know their business/business acumen.  Exhibit strategic thinking and sound decision-making thorough knowledge and utilization of business data. 
• Lead through change.  Model leadership competencies, build credibility and act as a champion for business growth. 
• Communicate effectively. Provide the information teams require to be successful.
• Build high performing teams by creating a culture of collaboration.  Provide honest and timely direction, follow up and feedback that will drive business results and support team member engagement.
• Deliver results. Execute business expectations within expected timeframes by setting clear expectations, utilizing follow up and accountability.

Team Members:

• Teach, coach and lead through the club level training process.  Support team member engagement within all areas of responsibility to enable the application of policies, procedures and compliance.
• Drive a culture of development, strategic thinking and acting, ethical decision making and engagement.   Lead with the team member and member in mind to address any and all concerns and to escalate any concerns, as appropriate. 
• Ensure a safe and positive environment and experience for the team members.
• Embrace inclusion and diversity, by working together with collaboration and respect. Acknowledge team member success, work as a team to achieve goals, identify and retain top talent.

Members:

• Guarantee service excellence through all points of contact.  
• Set service standard expectations for all team members.  Provide team support and empowerment to resolve every member concern.
• Ensure a safe and positive environment and experience for the members.
• Daily commitment to GOLD Member Standards
  • Greet, Anticipate, Appreciate (GAA)
  • Fast, Friendly Full, Fresh, Clean

Club Standards: Lead teams to deliver GOLD club standards daily.

• Define and model GOLD- Grand opening look daily
  • All items stocked and promotional plans executed
  • Maintain visible accurate signage
  • Clean and organized, inside and out

Primary Tasks, Responsibilities, and Key Accountabilities

• Supervises the front line (including cashiers, SCO, and membership desk) in the absence of the Front End Manager.
• Models and provides excellent Member service, while coaching, teaching and developing team members to do the same.
• Drives membership metrics through acquisition, retention, loyalty and experience programs.
• Drives member engagement, speed, and productivity on the front end.
• Trains, coaches, motivates, recognizes, and provides input on evaluation of frontline Team Members on tasks, responsibilities and expectations defined by position, including Member engagement, service, and membership metrics.
• Utilizes Cashier Observation Forms, Cashier Productivity Boards, and membership metrics reports to drive performance and Member engagement.
• Performs front end responsibilities including but not limited to, closing through POS, and Member escalated service issues, etc.
• Acts with sense of urgency to ensure Members are assisted in a timely and efficient manner.
• Acts as a backup for cashiers and Membership Sales Ambassadors when needed.
• Scans all club merchandise through a point-of-sale system to ensure accurate inventory counts and accurate purchase totals for Members. Loads shopping carts when necessary.
• Manages self-checkout lanes and scan and pan lanes. Assists Members with operations and technical difficulties.
• Collects payments via cash, check, or other charge payments from customers. Issues receipts, refunds, credits, or change due to Members.
• Stays up-to-date on all merchandise promotions, advertisements, and product information. Discounts purchases by scanning and redeeming coupons.
• Supervises the cleanliness of the front of club member servicing areas.
• Ability to navigate within system applications.
• Utilize online task management system (MyWork) to manage workflow, track, and monitor daily club operations.
• Performs other duties as assigned, including working in other departments as needed.
• Maintains all club policies and procedures.
• Regular, predictable, full attendance is an essential function of this job.

Qualifications

• Prior leadership experience preferred.
• Prior Membership or sales knowledge and experience preferred.
• Prior cashier experience preferred.
• Basic math skills required.

Environmental Job Conditions

• Most of the time is spent moving about frequently on hard surfaces. There may be a need to occasionally position oneself to examine or scan merchandise, including bending, handling, pulling, reaching, and/or stooping.
• Frequently requires lifting objects up to 30 pounds. May require lifting and moving heavy and/or awkward objects greater than 30 pounds with assistance.
• Located in a comfortable indoor area with infrequent exposure to temperature extremes and loud noises. There may be occasional exposure to cleaning agents.