Job Description:

Customer Service Team Lead and Key Holder

The Customer Service Team Lead / Key Holder supports daily store operations by assisting management, providing leadership to the customer service team, and ensuring staff deliver exceptional service and support a positive customer experience. The Customer Service Team Lead is responsible for coordinating the work activities of seasonal sales associates and student workers including training of store operating policies and procedures as well as day-to-day store operations. This role includes opening the store, overseeing staff during shifts, and maintaining operational standards. The Team Lead acts as a role model for customer service, sales, and teamwork.

Key Responsibilities

Store Operations

• Open the store, including securing cash, alarms, and overall facility safety.
• Perform daily operational tasks such as cash handling.
• Ensure the sales floor is organized, clean, and fully stocked.
• Assist in enforcing store policies and procedures.

Leadership & Supervision

• Lead by example in providing excellent customer service and driving sales.
• Delegate tasks, monitor completion, and provide coaching and feedback to team members.
• Support onboarding and training of new staff.
• Act as the manager-on-duty in the absence of store management.

Customer Experience

• Greet, assist, and engage with customers in a professional and friendly manner.
• Resolve customer concerns and escalate issues when necessary.
• Maintain a positive and welcoming store environment.

Sales & Performance

• Support sales goals by motivating the team and promoting upselling/cross-selling techniques.
• Monitor performance on shift and communicate opportunities for improvement.
• Ensure compliance with visual merchandising standards.

Qualifications

• Prior retail or customer service experience required; leadership experience preferred.
• Strong communication and interpersonal skills.
• Ability to handle cash and follow financial procedures accurately.
• Dependable, responsible, and able to work flexible hours (including evenings, weekends, and holidays).
• Ability to lift/move up to 20 pounds and stand for extended periods.

Candidates please note: All offers of employment are contingent up on the successful completion of a criminal background check satisfactory to Brown.

Key Competencies

• Leadership and team motivation
• Customer-focused mindset
• Problem-solving and decision-making
• Dependability and accountability
• Attention to detail and organization

Benefits of Working at Brown:

Please review additional information on the Benefits of Working at Brown.

Recruiting Start Date:

2026-09-29

Job Posting Title:

Customer Service Team Lead and Key Holder

Department:

Bookstore

Grade:

Grade 6

Worker Type:

Employee

Worker Sub-Type:

Regular

Time Type:

Part time

Scheduled Weekly Hours:

25

Position Work Location:

Onsite

Submission Guidelines:

The designated Position Work Location for each position determines the approved modality of work. Positions are classified based on the operational and business needs of the department and may be designated as on-site, hybrid, or remote.

Employees with a designated position work location as remote must reside and perform their work in a state where Brown University is registered to do business. Brown University is a registered employer in the following states: Rhode Island, California, Colorado, Connecticut, Florida, Maryland, Massachusetts, New York, New Hampshire, New Jersey, North Carolina, Washington, D.C.

Please note that to be considered for a staff position at Brown University, you must submit a separate application for each position you wish to be considered for. Applications are reviewed only for the specific position to which they are submitted and are not automatically considered for future openings.

This position is not eligible for visa sponsorship.

Still Have Questions?

If you have any questions you may contact employment@brown.edu.

Brown is an E-Verify Employer.

EEO Statement:

Brown University provides equal opportunity and prohibits discrimination, harassment and retaliation based upon a person’s race, color, religion, sex, age, national or ethnic origin, disability, veteran status, sexual orientation, gender identity, gender expression, or any other characteristic protected under applicable law, in the administration of its policies, programs, and activities. The University recognizes and rewards individuals on the basis of qualifications and performance. The University maintains certain affirmative action programs in compliance with applicable law.