Join our dedicated team of over 34,000 members, committed to supporting our customers and communities in our Club Support Center and 235+ clubs. At BJ's Wholesale Club, we foster a collaborative and inclusive environment where every team member can thrive and be their authentic selves. Together, we focus on providing exceptional service and convenience to our customers, helping them save on essential products and services.
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*
- Benefit plans tailored to meet your changing needs*
- 401(k) plan with company match (must be at least 18 years old)
*Eligibility requirements vary by position.
Job Summary
As a Lead Customer Service Representative, you will oversee frontline operations in the absence of the Front End Manager. You will coach, teach, and develop team members to ensure outstanding member service. Your role will involve monitoring membership programs and initiatives while driving member experience goals. You will ensure that membership products are effectively offered and that requests are processed efficiently. Additionally, you will delegate tasks and manage compliance with operational standards while providing excellent customer service to our members.
Leadership Responsibilities:
- Exhibit strong business acumen and strategic thinking through effective decision-making based on data.
- Lead through change, building credibility and championing business growth.
- Communicate effectively to ensure team success.
- Create high-performing teams by fostering a collaborative culture and providing constructive feedback.
- Deliver results by executing business goals within established timeframes.
Team Member Responsibilities:
- Lead and support the club-level training process, promoting team engagement.
- Encourage a culture of development, ethical decision-making, and member engagement.
- Foster a safe and positive environment for all team members.
- Embrace diversity and collaboration, acknowledging team successes and retaining top talent.
Member Responsibilities:
- Ensure excellence in service across all interactions.
- Set and uphold service standards for team members, empowering them to resolve member concerns.
- Maintain a safe and positive environment for members.
- Commit to GOLD Member Standards: Greet, Anticipate, Appreciate (GAA), Fast, Friendly, Full, Fresh, Clean.
Standards Compliance:
- Lead teams to meet GOLD club standards daily: maintained stock, accurate signage, and cleanliness.
Key Responsibilities:
- Supervise front line operations, including cashiers and membership desks, in the absence of the Front End Manager.
- Model exceptional member service while mentoring team members.
- Enhance membership metrics through targeted engagement and loyalty programs.
- Drive member engagement, speed, and productivity at the front end.
- Conduct training, coaching, and recognition of frontline Team Members based on defined expectations.
- Monitor and utilize performance metrics to boost team effectiveness.
- Perform various front-end tasks, including closing through POS and addressing escalated service issues.
- Assist customers at self-checkout and manage relevant cash handling tasks.
- Maintain cleanliness in member service areas.
- Utilize management systems to monitor club operations and task management.
- Fulfill other duties as assigned and maintain compliance with club policies and procedures.
- Attendance is a critical function of this role.
Qualifications:
- Prior leadership experience is preferred.
- Experience in membership or sales is favored.
- Cashier experience is beneficial.
- Basic math skills are required.
Environmental Job Conditions:
- Frequent movement is required on hard surfaces; may require bending and lifting.
- Lifting of objects up to 30 pounds is common; heavier items may need assistance.
- Work is performed in a comfortable indoor environment with minimal exposure to temperature extremes and noise.
The pay range for this position starts at $19.00, with actual salaries varying based on factors such as location, education, experience, and qualifications.