Service Desk Associate

Job Description:

Create a customer-focused shopping experience by efficiently managing front-end operations and exceeding customer expectations. Take charge of omnichannel processes and uphold store recovery standards to deliver on our Brand Promises. Provide courteous and engaging customer service.

• Assist in leading and managing the team under the Store Manager's supervision to ensure compliance with Standard Operating Procedures (SOPs) and Company programs. Enforce adherence to applicable laws and standards, execute Company policies, and establish accountability for store conditions and results
• Ensure compliance with all front-end policies and procedures; achieve your Key Performance Indicators (KPIs) and oversee your team in meeting their performance goals
• Oversee and manage the planning and execution of classroom and in-store events following Company initiatives
• Be responsible for steering the omnichannel procedures effectively
• Run and oversee programs that aim to manage shrinkage and enhance safety practices
• Support in balancing cash receipts with bank deposits
• Offer assistance in inventory control activities, such as processing Return to Vendor (RTV) requests and managing Advance Shipping Notice (ASN) notifications as appropriate
• Aid in the successful assimilation of new team members into the organizational culture
• Instruct, observe, and mentor the customer service team (including sales floor and cashier members) to reach objectives; take part in the evaluation process; foster the talent development of your team; implement the leadership competencies for continuous self-growth
• Perform the Manager on Duty (MOD) role with dedication
• Interacts with others in an accepting and respectful manner; remains positive and respectful, even in difficult situations; promotes commitment to the organization's vision and values; projects a positive image; and serves as a role model for others
• Offer a friendly reception, aid in product location, and provide assistance in finding solutions
• Join in the truck unloading and stocking activities to maintain conformity with truck protocols and achievement within financial limits
• Execute the plans established to diminish shrinkage and enforce safety guidelines across the organization
• Cultivate proficiency in both selling strategies and production methods in Custom Framing
• In locations without a Framing Manager, tasks involve ensuring the on-time delivery of premium custom framing services to customers by coordinating and managing the framing workload with the Store Manager

Other duties as assigned

Preferred Knowledge/Skills/Abilities

The Type of Experience Sought for the Role:

• Preference will be given to applicants with prior retail management experience

Physical Requirements

Work Environment

• Ingenuity in maintaining a standing posture for prolonged periods
• Facility to navigate through the store
• Daily bending, hoisting, conveying, grasping, and extending
• Hoisting hefty containers and accessing tall storage spaces by means of a ladder or comparable machinery
• If you require assistance in executing these important job tasks, please communicate with your supervisor so that we can engage in the interactive process with you to explore the possibility of providing reasonable accommodations.

• Public retail store setting taking care of our customers; all public areas are climate controlled; some stock rooms may not be climate controlled; some outdoor work if assigned to retrieve shopping carts or while unloading trucks; Frame shop contains glass cutter and heat press; work hours include nights, weekends and early mornings

Satisfying the legal demands of federal, state, and local regulations is a prerequisite for job candidates in the United States.

At The Michaels Companies Inc, our purpose is to fuel the joy of creativity . As the leading creative destination in North America, we operate over 1,300 stores in 49 states and Canada and online at Michaels.com and Michaels.ca. The Michaels Companies, Inc. also owns Artistree, a manufacturer of custom and specialty framing merchandise, and MakerPlace by Michaels, a dedicated handmade goods marketplace. Founded in 1973 and headquartered in Irving, Texas, Michaels is the best place for all things creative. For more information, please visit

At Michaels, we prioritize the wellbeing of our teams by providing robust benefits for both full-time and part-time Team Members. Our benefits include health insurance (medical, dental, and vision), paid time off, tuition assistance, generous employee discounts, and much more. For more information, visit mikbenefits.com.

Upholding the ethos of Equal Opportunity Employment, Michaels encourages team members and makers to come together, create, and elevate each other.

Michaels is committed to the full inclusion of all qualified individuals. In keeping with this commitment, Michaels will assure that people with disabilities are provided reasonable accommodations. Accordingly, if a reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the job, and/or to receive all other benefits and privileges of employment, please contact Customer Care at 1-800-642-4235 (1800-MICHAEL).

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EEOC Know Your Rights Information Presented in Spanish

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