Service & Engagement Team Leader - Erie, PA id-8289

May 9, 2025

ALL ABOUT SERVICE & ENGAGEMENT

Advocates of guest experience who welcome, thank, and exceed guest service expectations by focusing on guest interaction and recovery. Advocates of both in-store and digital services and solutions who are knowledgeable about capabilities and features that drive adoption, usage and ultimately guest loyalty. Empowered to make shopping quick and easy for guests at the checklanes, guest services, gift registry, pick-up and drive up while ensuring exceptional quality.

At Target, we believe in our leaders having meaningful experiences that help them build and develop skills for a career. The role of a Service and Engagement Team Leader can provide you with the skills and experience of:

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Guest service fundamentals, experience building a guest first team culture and driving loyalty programs

Guest engagement; problem solving and resolution

Retail business fundamentals including: department sales trends, inventory management, guest shopping patterns, pricing and promotions strategies

Planning department(s) daily/weekly workload to support business priorities and deliver service and sales goals

Leading a team of hourly team members; including skills in interviewing, developing, coaching, evaluating and retaining talent

As a Service and Engagement Team Leader, no two days are ever the same, but a typical day will most likely include the following responsibilities:

Demonstrate inclusivity by valuing diverse voices and approaches, being authentic and respectful, and creating equitable experiences.

Lead a team of passionate and knowledgeable Guest Advocates, Service Advocates and Front of Store Attendants who strive to exceed guest service expectations by focusing on decreasing wait time, friendly guest interactions, quality of service, resolution, driving loyalty and cleanliness standards.

Lead and demonstrate a culture of executing all best practices as outlined with team onboarding and learning; help close skill gaps through development, coaching and team interactions.

Understand sales goals, business reporting and guest insights to plan and execute daily/weekly workload, to deliver on store sales goals, guest engagement and troubleshoot opportunity areas as needed throughout the day.

Support Target Loyalty Programs to ensure your team can educate and promote the suite of benefits, features and offerings that reward our guest and/or enhance their shopping experience.

Support your direct leader by following-up on training completion, checking for understanding and supporting continuous education opportunities to drive proficiencies for all front of store experiences.

Engage in consistent, meaningful development conversations throughout the critical touch points within the teams career path.

Personalize recognition and appreciation of your team to reinforce critical guest service behaviors and promote a positive team and guest centric culture.

With guidance from your direct leader, help lead a culture of accountability through clear expectations and performance management (listen, observe, recognize and coach) on critical Service and Engagement behaviors.

Quickly respond to any concerns with a guests’ shopping experience by de-escalating the situation and ensuring your team understands and feels supported to resolve or address guest concerns and issues.

Ensure your team members stay up-to-date on upcoming major promotions, brand launches and events.

Evaluate candidates for open positions and develop a guest-centric team.

Work a schedule that aligns to guest and business needs (this includes early morning, evening, closing, overnight shifts, holidays and weekends).

Support and enable team members to deliver pick up and drive up orders (including drive up returns and Starbucks) efficiently and accurately to digital guests, following all federal, state and local adult beverage laws. Support guest services as needed.

Demonstrate a culture of ethical conduct and compliance; lead team to work in the same way and hold others accountable to this commitment.

Lead and demonstrate a safety culture through modeling and recognizing safe behaviors, identifying and correct hazards, holding team accountable to following safety expectations, assisting with incident response, and reporting/investigating injuries timely and accurately.

Model creating a welcoming experience by greeting guests as you & your team are completing daily tasks.

Demonstrate how to engage with guests when assistance is needed, engage with guests in a welcoming way, and help solve their specific needs.

Lead by thanking guests and let them know we’re happy they chose to shop at Target.

Model the execution of physical security processes in order to enhance the instore security culture.

Support merchandise protection strategies across the total store; including ordering, storage and application as directed by best practices

If applicable, as a key carrier, follow all safe and secure training and processes.

Address all store emergency and compliance needs.

All other duties based on business needs

WHAT WE ARE LOOKING FOR

This may be the right job for you if:

You enjoy interacting and helping others - including guests that shop our store and fellow team members you work with.

You thrive in a fast-moving, highly active and physically demanding role, where teamwork, flexibility, and creative problem solving are key to success.

You are open to working a flexible work schedule with varying hours, days or shifts (including nights, weekends, holidays and other peak shopping times).

The good news is that we have some amazing training that will help teach you everything you need to know to be a Service and Engagement Team Leader. But, there are a few skills you should have from the get-go:

High school diploma or equivalent

Must be at least 18 years of age or older

Previous retail experience preferred, but not required

Lead and hold others accountable

Ability to communicate on multiple frequency devices and operate handheld scanners, and other technology equipment as directed. Work independently and as part of a team

Manage workload and prioritize tasks independently and with a team

Welcoming and helpful attitude

Effective communication skills

Capability to remain focused and composed in a fast-paced environment and accomplish multiple tasks within established timeframes

We are an awesome place to work and care about our teams, so we want to make sure we are clear on a few more basics that we expect:

Access all areas of the building to respond to guest or team member issues

Interpret instructions, reports and information

Accurately handle cash register operations, cash transactions, and oversee cash office processes as needed

Scan, handle and move merchandise efficiently and safely, including frequently lifting or moving merchandise up to 10 pounds and occasionally lifting or moving merchandise up to 44 pounds without additional assistance from others

Climb up and down ladders as needed

Flexible work schedule (e.g., nights, weekends and holidays) and reliable and prompt attendance necessary

Capable of working in and exposure to varying temperatures, humidity, and other elements while performing certain job duties including but not limited to Drive-Up, carryout, etc. as needed

Ability to remain mobile for the duration of a scheduled shift (shift length may vary)

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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