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Hiring Organization: Target
Post Name: Service & Engagement Team Leader
Qualification: Graduate
Industry: Private
Employment Type: Full Time
Work Hours: 8 Hours
Salary: $20-$30/Hour
Location: Miami, FL
Full Jobs Description
Guest experience advocates who welcome, appreciate and exceed customer service expectations with a focus on guest interaction and recovery. Advocates of both physical and digital services and solutions, aware of the features and capabilities that drive adoption, usage and ultimately customer loyalty. Enabled to make shopping easy and seamless for guests at the check-in lane, guest services, gift registry, pickup and drive-through.
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At Target, we believe our team members have meaningful experiences that help them build and develop the skills they need for their careers. The Service and Engagement Leader role can offer you:
Knowledge of guest service fundamentals and experience in building a guest team culture
The ability to participate in the guest; troubleshooting and troubleshooting
- Knowledge of retail fundamentals including: departmental sales trends, inventory, swing, pricing and promotional strategies
- Project specialist skills in daily/weekly workload to support business priorities and meet service and sales objectives
- Experience in managing a team of hourly workgroups; including skills in interviewing, developing, training, evaluating and retaining talent
No day is different for a service and engagement team leader, but a typical day is likely to include the following responsibilities:
- Demonstrate a service culture that prioritizes the guest experience. Model, train and coach expectations to deliver the service standard. Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias
- Lead a team of passionate and knowledgeable Guest Advocates and Front of Store Attendants who strive to exceed guest service expectations by focusing on decreasing wait time, friendly guest interaction and service recovery
- Understand sales goals, plan and execute daily/weekly workload to deliver on store sales goals and guest engagement
- Be a champion of physical and digital offerings to ensure your team can inform, educate and promote the suite of benefits, features and offerings that reward our guest and/or enhance their shopping experience (Including Target RedCard and Wallet)
- Lead and follow-up on training completion, checking for understanding and supporting continuous education opportunities to drive proficiencies for all front of store experiences
- Engage in consistent, meaningful development conversations throughout the critical touch points within the Guest Advocate and Front of Store Attendant career path
- Personalize recognition and appreciation to reinforce critical guest service behaviors and promote a positive team and guest centric culture
- Lead a culture of accountability through clear expectations and performance management (listen, observe, recognize and coach) on critical Service and Engagement behaviors
- Understand business reporting and guest insights to understand, troubleshoot and follow-up on opportunity areas
- Quickly respond to any negative guest shopping experience by de-escalating the situation and ensuring your team understands and feels supported to make things right for the guest
- Create intra-day workload optimization plans for your team
- Assess the front of store experience and anticipate and/or react with urgency to any scheduling needs based on fluctuations in guest traffic and sales
- Expect and enable your team to stay up-to-date on upcoming major promotions, brand launches and events
- Evaluate and recommend candidates for open positions and develop a guest-centric team
- Close knowledge and skill gaps through training and experiences
- Work a schedule that aligns to guest and business needs (this includes early morning, evening, overnight shifts and weekends)
- Utilize guest survey reporting tools to drive change in key areas with the greatest impact on guest experience; and use guest feedback to coach/recognize teams
- Expect and enable team members to deliver orders efficiently and accurately to digital guests
- Demonstrate a culture of ethical conduct, safety and compliance; lead team to work in the same way and hold others accountable to this commitment
- Lead and create a safety advocacy culture by understanding how safety impacts your role and that of your team, identifying and correcting hazards, and holding team accountable to working in a safe manner to benefit themselves and others
- If applicable, as a key carrier, follow all safe and secure training and processes
- Address store needs (emergency, regulatory visits, etc.)
- Support guest services such as back-up cashier, order pick up (OPU) and Drive-up (DU) and maintain a compliance culture while executing those duties, such as compliance with federal, state, and local adult beverage laws.
- All other duties based on business needs
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