SERVICES MANAGER (MCX) NF3

Full Job Description

Marine Corps Community Services (MCCS) is looking for the best and brightest to join our Team!

MCCS is a comprehensive program that supports and enhances the quality of life for Marines, their families, and others in the Marine Corps Community.

We offer a team oriented environment comprised of military personnel, civilian employees, contractors and volunteers who keep the organization functioning smoothly and effectively.

MINIMUM QUALIFICATIONS: BACHELOR'S DEGREE from an accredited college or university in a related field appropriate to work of the position, OR an appropriate combination of education and experience that demonstrates possession of knowledge and skill equivalent to that gained in the above, OR THREE YEARS of practical experience working in a customer service focused environment that demonstrates that the applicant has acquired the knowledge, skills, and abilities equivalent to that gained in the above.

One year of experience working in a supervisory customer service role is preferred. Knowledge of fuel certification, testing, and safety.

Ability to train operating standards and procedures for service, service recovery and store brand as well as work within the position to execute these standards properly and coach others within the team to do so with a high degree of skill and confidence.

Ability to work in a high-performance atmosphere with commitment to service goals. Ability to multi-task with high quality follow-up and holding teams accountable to results. Major Duties:

SUMMARY OF DUTIES: Serves as the Experience Manager and supervises all customer touchpoints throughout the store from the curb to the register.

Reports to the Assistant Store Manager, Store Manager, or Operations Manager.

Leads by example to: shape and sustain a working environment conducive to the successful performance of those entrusted to his/her leadership and direction; and creating a positive atmosphere and culture within Business Operations and its constituent branches that reflect the pride, professionalism, sense of accomplishment, fulfillment, collaborative engagement, well-being, and whole-hearted customer focus of its employees.

Responsible for the effective operation of the service front line and customer service desk operation. Ensures proper scheduling, staffing coverage and training of team members.

Serves as the face of service throughout the store and leads the entire store effort on establishing, maintaining and promoting the Dress Blue Experience for customers.

Responsible for the execution of Dress Blue initiatives that drive store culture. Completes all sale and return transactions using the Point of Sale system.

Leads the Customer Service Desk and may have Special Order desk oversight operation in collaboration with the Experience Specialist.

Leads the execution of corporate service programs, promotions and other events as well as daily and weekly Dress Blue Experience standards at all customer touchpoints.

Ensures all service areas are merchandised to brand standards with proper product placement. Communicates product outs to Store or Assistant Store Manager.

Proactively identifies opportunities to resolve customer problems and concerns. Follows up with customers to ensure their problems are resolved.

Communicates any outstanding problem resolution issues with the Store or Assistant Store Manager. Understands and articulates all MCX value stories, programs and promotions.

Strongly promotes the cultivation of MCX corporate culture, mission and core values at the store level and engages with all management and associates through conversations, modeling behaviors, supporting store team-centric initiatives and driving team member satisfaction.

Works with the Training Specialist or designated retail manager who oversees training to ensure all team members are trained on policies related to service, returns and exchanges, service recovery and corporate service programs and promotions.

Observes service transactions and coaches service team members to increase performance.

Understands and operates within all service policies and exercises an ¿I can DO that!¿ mentality when customer problems occur.

Encourages and empowers all team members to identify opportunities to resolve customer problems and concerns before they happen.

Ensure all customers experiencing a problem receive follow-up with problem resolution from all areas of the store to include sales floor.

For the full Position Description please visit MCCS Careers website https://careers.usmc-mccs.org/psc/hprd/EMPLOYEE/HRMS/c/HRS_HRAM_FL.HRS_CG_SEARCH_FL.GBL?Page=HRS_APP_JBPST_FL&Action=U&FOCUS=Applicant&SiteId=1&JobOpeningId=76749&PostingSeq=1