Holiday Hotline Coordinator | TEMPORARY | Availability Required 8 am to 6 pm

Job Title: Holiday Hotline Project Coordinator
Department: Admin
Job Region: Oregon / SW Washington
Reports to: Office Manager
Exemption Status: Non-Exempt

Scheduling Requirements: This role supports a retail operation that is open seven days per week, including evenings, weekends, and holidays. Work schedules are based on business needs and may change seasonally or due to staffing demands. Reasonable accommodations related to scheduling will be considered in accordance with applicable federal, state, and local laws.

Position Summary: This temporary leadership assignment oversees the daily operations of the Holiday Hotline program in partnership with the E-Commerce and Operations teams. The role supervises Holiday Hotline staff, ensures adequate staffing, manages escalated customer service issues, and supports customer inquiries, order placement, and holiday planning through phone and digital channels. Based at the Store Support office, this position provides leadership consistent with company values while fostering a positive work environment aligned with the company's mission, vision, values, and policies.

Position Responsibilities:

Supervises and provides oversight to all areas of the team. Supervises staff, including providing ongoing coaching, development and feedback. Assesses, prioritizes and delegates tasks and workflow.
Delivers exceptional service and demonstrates friendly and attentive behaviors with internal and external customers.
Embraces change and continuous improvement.
Demonstrates dependability, organization and follow through.
Demonstrates adaptability, flexibility and creativity in problem-solving and is solutions-oriented. Adjusts priorities, productivity, efficiency and speed based on needs of department.
Communicates in a professional and constructive manner. Responds to and follows through in a timely manner.
Demonstrates self-awareness and seeks opportunities for professional growth. Seeks and responds to feedback in order to improve performance.
Partners with key stakeholders in the onboarding and training of all Holiday Hotline Staff.
Daily supervision of Holiday Hotline Staff, including providing ongoing feedback on service levels, managing break schedules and handling of all escalated service issues.
Works alongside Staff in all daily hotline activities including phone, email, and chat support.
Assists manager with Hotline scheduling and ensuring timecards are completed and turned into Payroll for processing weekly.
Provides daily recaps to their manager and speaks up quickly on any issues.

General Responsibilities:

Prioritizes and completes assigned tasks based on department needs and changing business conditions.
Applies job-related judgment to address operational issues and routine decision-making in accordance with company policies and safety standards.
Works scheduled shifts based on business needs and maintains reliable attendance in accordance with company policy and applicable laws.
Follows workplace safety practices and reports hazards, equipment issues, or compliance concerns promptly.
Uses company resources appropriately and complies with company policies, procedures, and standards of conduct.
Provides responsive, courteous, and solutions-focused customer service by identifying customer needs, offering appropriate product guidance, and resolving concerns in accordance with company standards.
Communicates respectfully and collaborates with team members and leadership to support a productive work environment.
Contributes to an inclusive and respectful workplace by treating coworkers and customers fairly and using inclusive communication.
Reads and speaks English to ensure safety, follow recipes/schematics, and effectively communicate with customers.
Performs basic arithmetic (addition, subtraction, multiplication, and division) for unit counts, weight tares, and handling transactions.
Completes other duties as assigned.

Required Qualifications:

Previous experience in Lead / Supervisory level role in retail or customer service.

Preferred Qualifications:

Previous customer service, call center, food and/or grocery specific industry experience.
Proficiency with Microsoft Word, Outlook, Excel and PowerPoint, with skills to learn new computer programs and systems.
Previous experience working with online shopping platforms, multi-line phone systems and e-chat functions.
Experience working in a fast-paced, deadline-driven environment with ability to respond to urgent job responsibilities as they arise and flexible when priorities redirect.
Excellent interpersonal skills, including tact and diplomacy, to collaborate, negotiate and communicate effectively and professionally with cross-functional partners at all levels in the company.
Ability to maintain confidentiality and exercise good judgment around sensitive information.

Tools:

Standard office software.

Equal Opportunity & Accommodation: In accordance with the Americans with Disabilities Act (ADA), the ADA Amendments Act of 2008, and applicable state or local laws, we are committed to providing reasonable accommodations to qualified applicants and employees with disabilities to enable them to perform the essential functions of the job.

This job description is not meant to be an all-inclusive list of duties, responsibilities, and requirements. This job description constitutes a general definition of the position’s scope and function within the company. New Seasons Market reserves the right to amend and change duties, responsibilities, and requirements to meet changing industry or business needs as necessary.