The Customer Service Representative Lead supports the customer service team by providing guidance, training, and operational leadership. This role performs all CSR responsibilities and acts as the lead point of contact when supervisors or managers are not present. The CSR Lead helps maintain smooth operations, strong customer service, and assists with onboarding and development.
Apply in store at Village Mercantile or send your application to info@thevillagemercantile.com with the subject: “CSR Lead– [Your Name]”
Responsibilities
Customer Experience
•Provide warm, friendly, professional service.
•Operate POS accurately for sales and returns.
•Answer basic product questions and direct customers as needed.
•Maintain clean and organized checkout areas.
•Assist with carry-outs and sales floor support.
Leadership & Training
•Support training and onboarding for CSRs.
•Act as shift lead when supervisors are off-site.
•Communicate store priorities and expectations.
•Provide real-time guidance to CSRs.
Sales Floor Support
•Restock shelves, bagged feed, pet supplies, and impulse items as directed.
•Assist with merchandising and promotional displays at checkout and throughout the store.
•Support team with carry-out service for heavy/awkward items when needed.
•Support product rotation and monitoring.
Safety & Compliance
•Model proper cash-handling, loss-prevention, and PCI compliance protocols.
•Observe and report any suspicious activity or policy violations.
•Keep walkways and checkout areas safe and free of hazards.
Team & Store Support
•Communicate effectively with team members and supervisors regarding customer needs and store priorities.
•Jump in to help during busy periods—whether at registers, sales floor, or loading dock.
•Other duties as assigned by supervisor or manager.
•Provide warm, friendly, professional service.
•Operate POS accurately for sales and returns.
•Answer basic product questions and direct customers as needed.
•Maintain clean and organized checkout areas.
•Assist with carry-outs and sales floor support.
Leadership & Training
•Support training and onboarding for CSRs.
•Act as shift lead when supervisors are off-site.
•Communicate store priorities and expectations.
•Provide real-time guidance to CSRs.
Sales Floor Support
•Restock shelves, bagged feed, pet supplies, and impulse items as directed.
•Assist with merchandising and promotional displays at checkout and throughout the store.
•Support team with carry-out service for heavy/awkward items when needed.
•Support product rotation and monitoring.
Safety & Compliance
•Model proper cash-handling, loss-prevention, and PCI compliance protocols.
•Observe and report any suspicious activity or policy violations.
•Keep walkways and checkout areas safe and free of hazards.
Team & Store Support
•Communicate effectively with team members and supervisors regarding customer needs and store priorities.
•Jump in to help during busy periods—whether at registers, sales floor, or loading dock.
•Other duties as assigned by supervisor or manager.
Experience
Minimum Qualifications
•High School diploma or GED.
•1+ year of experience in retail or customer service.
•Strong communication and basic math skills.
•Reliability, punctuality, and a helpful attitude.
•Ability to stand for extended periods and regularly lift 30–50 lbs with team assistance for heavier loads.
•Comfortable with computers, scanners, and mobile devices.
Preferred
•Experience training or mentoring.
•Familiarity with farm, feed, pet, or garden products.
•Prior POS/cash-handling experience in a retail environment.
Physical & Work Environment
•Frequent standing, walking, bending, and lifting up to 50 lbs.
•Indoor/outdoor environment with potential exposure to dust, hay, pet dander, and weather conditions.
•Must be available to work weekends, evenings, and seasonal peak periods (spring/fall).
Screening
•Offer may include background/drug screen per company policy and applicable law.
•High School diploma or GED.
•1+ year of experience in retail or customer service.
•Strong communication and basic math skills.
•Reliability, punctuality, and a helpful attitude.
•Ability to stand for extended periods and regularly lift 30–50 lbs with team assistance for heavier loads.
•Comfortable with computers, scanners, and mobile devices.
Preferred
•Experience training or mentoring.
•Familiarity with farm, feed, pet, or garden products.
•Prior POS/cash-handling experience in a retail environment.
Physical & Work Environment
•Frequent standing, walking, bending, and lifting up to 50 lbs.
•Indoor/outdoor environment with potential exposure to dust, hay, pet dander, and weather conditions.
•Must be available to work weekends, evenings, and seasonal peak periods (spring/fall).
Screening
•Offer may include background/drug screen per company policy and applicable law.
- Full Time
1 month ago