Customer Service Lead, Burlington

OVERVIEW:

The Customer Service Lead is responsible for the daily oversight of the garden center sales floor, including all areas where product sits and where cross merchandising is executed. This role champions exceptional customer experiences, ensuring every guest receives attentive, knowledgeable service from arrival through departure. As a key leader in the garden center, the Customer Service Lead serves as the subject matter expert in customer service and POS operations, while fostering a positive, inclusive work environment. The role supports staff training, drives merchandising excellence, and ensures seamless coordination across departments to maximize sales and customer satisfaction.

RESPONSIBILITIES:

• Serves as an expert in POS and online transaction systems, providing training, maintaining procedural documentation, and ensuring system accuracy to promote inventory accuracy.
• Sets daily priorities, maintains accountability for service excellence, productivity and cleanliness.
• Ensure the customer experience on the sales floor and at the register is consistent, efficient, and attentive, coaching staff to proactively engage and assist every customer.
• Sets store goals and inspires team to capture new and existing Gardener’s Club member information at the POS so we can stay connected to our customers through email marketing.
• Maintains high merchandising standards and partners with the Store Manager to execute seasonal displays and thematic transitions.
• Provides regular inventory insights and product quality feedback to the store manager.
• Leads the set up and execution of events and workshops in partnership with the store manager.
• Assists with store operations goals to remain efficient, accurate and productive through processes such as organizing stock, replenishment, receiving, seasonal merchandising changeovers, transfers, cycle counts and physical inventory. 
• Leads resolution of customer service issues, working with store leadership to implement long-term solutions to recurring challenges. 
• In partnership with the receiving team, ensure consistent and prompt flow of product from stockroom to sales floor, participating in receiving process as assigned.
• In partnership with the receiving team pull and prepare merchandise transfers as directed by the store manager.
• Perform MOD duties as scheduled including opening and closing the garden center, directing staff in all areas, ensuring excellent service throughout the garden center
• Supports company initiatives, events, and promotions by remaining informed on offers and sustainable gardening solutions.
• Take personal accountability for representing company values in all situations (service, dress code, interpersonal skills).
• Promotes a positive work environment through an inclusive and respectful approach.
• Celebrates and encourages diversity, equity, and inclusion in the workplace.
• Leads change with a positive and growth mindset, supporting others through transitions and improvements.
• Other duties as assigned.

• 3+ years of leadership and customer service experience in the horticulture or green goods business.
• Knowledge of horticulture, including plant identification, disease and pest management, and industry terminology.
• Strong problem-solving, organizational, and multitasking skills in a fast-paced environment.
• Excellent communication and customer service skills, with the ability to research and resolve issues.
• Proficiency in Microsoft Office Suite, POS systems, and Internet search tools; ability to learn new software quickly.
• Valid driver’s license required.
• Ability to work a flexible schedule, including evenings, weekends, and holidays.
• Comfortable working outdoors in varying weather conditions.
• Ability to regularly lift 30-50 lbs. and perform physical labor.
• Adherence to all company policies and safety regulations.