SERVICE OPERATIONS LEAD at Tootsies Inc

Atlanta, Georgia, United States -

Full Time

Start Date

Immediate

Expiry Date

13 Sep, 26

Salary

0.0

Posted On

15 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Front Desk Operations, Customer Service, Point-of-Sale (POS), Team Leadership, Retail Operations, Inventory Management, Conflict Resolution, Scheduling, Financial Auditing, IT Troubleshooting, Luxury Retail, Communication Skills

Industry

Retail

Description

The Service Operations Lead oversees and coordinates all front desk operations to ensure efficient, accurate, and service-oriented daily functions. Provides operational support for alterations, sales floor, and other store functions. Maintains company standards and contributes to a positive, organized store environment. The Service Operations Lead also serves as a key holder. Responsibilities: * Administer and coordinate front desk operations to ensure daily functions are efficient, orderly, and customer service-focused. * Provide prompt, professional assistance to customers in all front desk interactions, including incoming calls and inquiries, resolving issues and concerns promptly and professionally while upholding company guidelines and procedures. * Foster a collaborative, supportive environment by working closely with alterations, department specialists, and shipping and receiving to ensure seamless operations and outstanding service. * Coach, guide, train, and mentor team members on front desk policies, procedures, and best practices to support a high-performing team environment. * Accurately process sales transactions using the point-of-sale system, accepting all forms of payment, handling merchandise returns, exchanges, refunds, store credits, and tax-exempt sales, and partnering with management as required. * Collect, verify, and maintain essential client information to ensure profiles are complete, accurate, and privacy compliant. * Manage all processes related to gift cards, special order deposits, store credits, charge sends, on-approvals, and customer payments. Oversee online payment tracking, process refunds, and coordinate with other locations as needed. * Assist with sales audit tasks, including daily bank deposits, resolving credit card variances, correcting receipts and inventory records, XT tracking, and responding to customer inquiries. * Monitor holds, will-calls, alterations, and special orders; advise and follow up with stylists as needed. * Oversee the logging and coordination of dry cleaning items per established procedures. * Assist with coordinating department schedules to ensure adequate front desk coverage. * Collaborate with the Store Director on event setup and breakdown, ensuring all logistical needs are met. * Serve as a key holder, ensuring a strong and visible presence on the sales floor to support team members and customers. Perform opening and closing procedures and uphold all security protocols. * Act as the primary contact for IT-related operational issues; troubleshoot and resolve POS, Slack, and technology concerns. * Maintain an up-to-date “Who to Call” list for store maintenance and repairs. * Safeguard company passwords and access codes, protecting customer information as outlined in policy. * Facilitate communication between sales and alterations teams, providing timely updates to customers regarding alterations, rush jobs, and any delays or issues meeting promise dates. * Remain aware of sales floor activity and step in to assist when needed, ensuring smooth operations and exceptional service. * Monitor and reorder front desk, alterations, and general store supplies as needed. * Assist with quarterly physical inventory. * Maintain a professional and polished appearance, setting a strong example for the team. * Perform other duties as assigned to support store operations and service excellence. Qualifications: * 2+ years of experience in retail or service operations in a luxury environment preferred. * Demonstrates a sense of urgency and a self-motivated attitude. * Excellent organizational skills with the ability to prioritize tasks. * High level of attention to detail. * Excellent interpersonal and communication skills. * Strong customer service skills. * Proficiency with point-of-sale systems, basic computer skills, and office technology. * Willingness and ability to work a flexible schedule, including evenings, weekends, and special store events. Working Conditions: * Speaking/Hearing: Ability to communicate information to customers * Standing: Remain upright on feet for sustained periods of time. * Walking: Ability to move throughout the store. * Flexibility including bending, stretching and lifting. * Ability to lift up to 30 pounds, ability to move/carry product. * Visual acuity to perform an activity such as viewing a computer terminal * Use of hands and fingers to handle or feel. Education: * High School education or equivalent. Tootsies is proud to be an Equal Opportunity Employer.

Responsibilities

Oversees and coordinates all front desk operations to ensure efficient, service-oriented daily functions and operational support for alterations and sales. Serves as a key holder responsible for opening/closing procedures, team mentoring, and managing client transactions.