Customer Experience Team Lead

Job title: Customer Experience Team Lead

Job description: Job Description:

NOTE: This role is temporary part-time, 29 hours per week for a period of 18 months. This schedule may include Tuesday evenings and Saturdays (evening and weekend days may change), seasonal layoffs may occur annually.

NAIT is proud to be named one of for 11 consecutive years. We are also a proud partner of the and . Learn more about NAIT’s commitment to equity, diversity and inclusion at .

The Customer Experience Team Lead is a key leader for the shop AT NAIT customer experience team. This position provides daily direction to the work performed by reporting team members and plays a pivotal role in their coaching, training, and success. The Team Lead also addresses questions and concerns while actively engaging with and supporting the store’s overall customer environment, while providing oversight for the activity and organization of the stock area in our last paced retail environment. The position is expected to work on a shift basis to support business needs, including evenings and weekends, and is expected to represent NAIT in a positive, professional manner towards reaching strategic institutional goals. If you have a passion for leadership, are motivated to offer exemplary service, love interacting with people, value teamwork, and appreciate a job well done, then we welcome your application!

Key Responsibilities:

• Provide daily direction to team members (front and back of house) regarding tasks needing to be completed, ensuring work is completed timely, accurately, and with a positive attitude
• Serve as an excellent role model for all team members, also being a Leader in loss prevention
• Train, inspire and coach team members to perform at their best while meeting departmental expectations and guidelines
• Be flexible to pivot and anticipate business needs while augmenting our service model as required based on operational needs
• Provide feedback to supervisors regarding successful and concerning staff performance
• Support staff scheduling and the monitoring of labor costs
• Perform functions that support the customer experience, including actively engage customers, process sales, resolve customer concerns, exhibit a strong product knowledge, uphold a welcoming store environment, support inventory management, and maintain excellent knowledge of the NAIT community and its resources
• Flagging inventory that is potentially ‘stale’ for the Managers and Buying team
• Actively promote non-academic product lines, including apparel and giftware
• Completing administrative duties, including processing packing slips, maintaining inventory records, addressing discrepancies, and ensuring accuracy of invoices to purchase orders
• Support the processes for receiving, counting, and merchandising product

Skills & Abilities:

• Strong communication, teamwork, conflict resolution, and interpersonal skills are needed to support a large team and a high level of customer interactions
• Ability to travel timely and reliably to NAIT’s satellite campuses, as required
• A strong working knowledge of the Microsoft Office Suite and previous experience with a Retail Inventory Management system
• Ability to lift boxes of product up to 50 lbs, plus stand/walk for a majority of each shift

Qualifications:

• Completion of grade 12 or equivalent combination of education & experience
• Related post-secondary education preferred: Customer service-related training courses and / or supervisory training courses
• Experience in retail or customer service environment including supervisory experience
• 2+ years of experience working in a leadership capacity in a customer-focused field is an asset
• 3 – 5 years of experience working in a retail environment, both stockroom and front of house preferred
• Proficiency of standard computer programs, including Microsoft Office, and ability to operate and troubleshoot a POS system is preferred

Remuneration: $1,242.12 – $1,545.02 bi-weekly (based on 29 hours per week), plus a comprehensive benefits package. (Classification – Customer Service Representative II)

This position is covered by the AUPE (Alberta Union Provincial Employees) Collective Agreement.

Thank you for your application however only those selected for an interview will be contacted.

It is recommended that applicants who have obtained educational credentials from outside of Canada and have not had them previously assessed, obtain an evaluation of their credentials from World Education Services or the International Qualifications Assessment Service (IQAS) –

PLEASE NOTE: Alberta’s post-secondary institutions are working together and taking a coordinated approach to ensure safety on our campuses for students, staff, contractors and visitors this fall, and beyond. The safety of our large, diverse communities has been our top consideration when making both short-term and long-term plans throughout the pandemic. NAIT has joined other post-secondary institutions in the province to introduce a vaccine mandate and require proof of vaccination. We are introducing the following enhancements to our campus safety measures:

• All employees, regardless of their work location will be required to be fully vaccinated against COVID-19 or have an approved accommodation.
• Everyone coming to NAIT campuses, including students, staff, contractors and visitors, will be required to be fully vaccinated against COVID-19.
• Everyone coming to NAIT campuses will be required to provide proof of vaccination.
• Rapid testing will not be accepted as an alternative to vaccination, except for campus community members who cannot be vaccinated based on medical or other protected grounds outlined in the Alberta Human Rights Act

You can find the latest information on NAIT’s response to COVID-19 at

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