Gift Shop Representative

Description

Position Summary

This is a front-line customer service position. This position proactively and courteously solicits Gift Shop sales. Position is also responsible for ensuring a respectful, positive, safe, and pleasant Gardens experience for everyone.

Requirements

General Duties and Responsibilities

• Greets Gardens’ visitors and Gift Shop customers pleasantly, courteously, and promptly and actively solicit Gift Shop sales. 
• Processes customer purchases, exchanges, and returns.
• Relays all visitor comments and concerns to management, including suggestions for Gift Shop inventory.
• Pulls damaged or un-ticketed merchandise from the sales floor and follow proper procedures to correct the problems to ensure that customers are not inconvenienced, and inventory accuracy is not compromised.
• Follows proper Gift Shop opening and closing procedures.
• Provides the accurate cash reconciliation of TAM Retail settlements on a daily basis.
• Trains and guides the work of fellow team members and/or less experienced employees as needed.
• Maintains all back areas and stock rooms and keep in an orderly, efficient, and clean condition.
• Provides updates to management and team members regarding status of assigned projects.
• Supports the overall merchandising efforts of the team as well as the maintenance and overall presentation of the Gift Shop, including but not limited to dusting, washing glass and sweeping. 
• Assists with Shipping and Receiving to insure the accuracy of “counting in” and the price ticketing of all new merchandise to ensure inventory integrity. 
• Provides timely and accurate information and answers to telephone calls coming into the Gift Shop. 
• Works with all departments to assure the highest quality experience for all DBG visitors.
• Regular attendance at the worksite may be required. As with all positions at Denver Botanic Gardens, the incumbent must be in good performance standing to be eligible for remote work. Remote work is at the discretion of management at all times.
• All Gardens employees must be committed to the mission of connecting people with plants, especially plants from the Rocky Mountain region and similar regions around the world, providing delight and enlightenment to everyone.

Position Qualifications: Knowledge, Skills and Abilities

• Must have excellent customer service skills.
• Knowledge about all aspects of Gift Shop merchandise.
• Knowledge about all DBG facilities.
• Ability to embrace all types of customers.
• Ability to handle cash responsibly and accurately.
• Ability to write routine reports.
• Ability to effectively present information in one-on-one and small group situations to visitors, members, volunteers, and other employees of the organization. 
• Must have proven excellent customer service, interpersonal, and communication skills in dealing with the public.
• Ability to maintain stability under pressure and able to deal well with stressful situations.
• Ability to be flexible and willing to modify plans, when necessary, throughout the day.
• Ability to work a flexible schedule, including evenings, weekends and/or holidays.
• Knowledge of Microsoft Suite products, specifically Word, Excel and Outlook and Teams.  
• Ability to work overtime as necessary.
• Must be a positive representative of the Gardens both internally and externally at all times.
• Must work with respect and cooperation at all times with fellow employees and the public.
• Must be committed to working safely at all times.

Experience/Education:

• High school diploma / GED and/or combination of education and equivalent experience is required. 
• Minimum of 1 year experience cash handling, computer use and customer service/problem resolution.
• Minimum of 1 year experience working in a team environment.

Physical Requirements:

The physical demands described 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.

• The employee must frequently position, transport and/or move up to 25 pounds.

While performing the duties of this Job, the employee is required to:

• Occasionally be stationary for long periods of time.
• Occasionally work using repetitive motion.
• Occasionally communicate with and exchange information verbally and in writing.
• Regularly use hands to finger, handle, or feel.
• Occasionally reach with hands and arms above the head and to ground level.
• Occasionally push and pull material and equipment from one place to another.
• Regularly work in confined or restrictive working spaces.
• Occasionally balance with equipment and while moving large and/or heavy objects.
• Regularly stoop, kneel, crouch, or crawl or otherwise reach into confined spaces.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.
• Work requires physical efforts associated with using the computer and phones to access information.

Working Environment:

The work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is:

• Occasionally exposed varying weather conditions. 

The noise level in the work environment is usually quiet to moderate.

This job description is not intended to describe in detail the multitude of tasks that may be assigned, but rather to provide the incumbent with a general sense of the responsibilities and expectations of his/her position. It is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position. As the nature of business demands change so, too, may the essential functions of this position.

Employee: __________________________________________ Date: _____________

Supervisor: __________________________________________ Date: _____________