CUSTOMER SERVICE REPRESENTATIVE

Reports to: Store Director

FLSA Status: Non-Exempt

SUMMARY

As a Customer Service Representative, you are to assist customers and support front-end store operations. In this role, you will handle customer inquiries, process returns and exchanges, assist with transactions, and ensure a positive shopping experience. You will also help maintain an organized and welcoming environment. If you have strong communication skills, enjoy helping people, and thrive in a customer-focused role, we invite you to apply!

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Assist customers 
• Process returns and exchanges
• Answer phones and assist with inquiries
• Maintain a clean and organized front-end
• Support front-end team
• Follow store policies 
• Promote store and its loyalty programs
• Handle customer feedback
• Manage lottery machine operations
• Perform all other duties as assigned 

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, experience and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Strong communication and interpersonal skills
• Basic math and reading skills
• Ability to work well under pressure and handle customer inquiries professionally
• Attention to detail and ability to follow store policies
• Friendly, positive attitude and willingness to assist customers
• Willingness to collaborate with fellow employee-owners and management team
• Ability to work in a fast-paced environment 

WORKING CONDITIONS

• Work is typically performed in the front-end of grocery store environment
• Must be available to work a flexible schedule including a variety of shifts, days, evenings, nights, and weekends including overtime, as needed

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Must be able to stand for extended periods of time
• Must be able to sit for extended periods of time
• Frequently required to stand; walk; and stoop, kneel, crouch or crawl
• Must have visual and hearing acuity
• Consistently perform repetitive tasks
• Ability to use hands and fingers to reach, lift and carry 25 pounds on a regular basis
• Ability to speak to, hear, and understand others via phone and in person in English

JOB SUCCESS FACTORS

Customer Service

• Create customer loyalty by delivering outstanding customer service, executing sales promotions, ensuring quality foods products are available to sell 

Honesty & Integrity

• Always maintain professional and ethical behaviors
• Create accurate records including Waste Logs
• Maintain confidentiality regarding private employee matters

Authenticity

• Express genuine care for the team, the customers, and the business

Maintain High Standards

• Always perform tasks to the highest standards

Positive attitude

• Take pride in executing job tasks and maintaining a clean, organized work area

Teamwork

• Maintain open communication with all co-workers
• Support team members and cooperate in providing excellent guest service

Accountability

• Listen openly to performance feedback and incorporate suggestions into work processes and attitude

Reliability

• Arrive punctual and ready to begin work assignments
• Deliver quality work product using resources and time allocated