JOB TITLE: Customer Service Representative

DEPARTMENT: Front End

WORK HOURS: Part-time position with advancement to full-time. Minimum 12 hours (part-time) up to 40 hours. Possible overtime.

PURPOSE:

Provide prompt, efficient, and friendly customer service. Responsible for front end conditions, customer satisfaction issues, refunds, cash handling, office accounting, and lottery sales. Assist in the training and supervision of all Front End associates.

WORKING RELATIONSHIPS:

Accountable and Reports to: Store Director, Asst. Store Director, Person In Charge, Front End/Service
Manager, Asst. Front End/Service Manager

Positions to which you provide work direction: Cashier, Courtesy Clerk, Maintenance Clerk

PRIMARY JOB FUNCTIONS:

• Provides prompt, efficient, and friendly customer service by exhibiting care, concern, and patience in all customer interactions and treating customers as the most important people in the store.
• Smiles and greets customers in a friendly manner, whether the encounter takes place in the associate’s designated department or elsewhere in the store.
• Genuinely thanks each customer and invites them back.
• Assists customers by: (examples include) o escorting them to the products they’re looking for o securing products that are out of reach o loading or unloading heavy items o making note of and passing along customer suggestions or requests o performing other tasks in every way possible to enhance the shopping experience.
• Performs Cash Balancing procedures according to company policy and reports any problems to Front End/Service Manager.
• Conducts Cashier and Bagger compliance audits.
• Audits and loads self-scan registers with cash/change.
• Participates in all Front End activities including but not limited to checking, bagging and service desk functions in order to maximize sales, earning, expense control, and customer satisfaction in the store.
• Ensures carryout service is provided when appropriate.
• Redeems promotional coupons, WIC checks, rain checks; receives cash, checks, EBT/EFT transactions and in-store charges; counts back change, issues receipts and Catalina coupons.
• Assists courtesy clerks as needed by placing merchandise in bags in a neat, organized fashion.
• Listens to customer questions and concerns and resolves problems as appropriate.
• Understands and follows local, state, and company policies on sales of tobacco, liquor, and lottery tickets.
• Ensures compliance with local, state, and federal guidelines regarding WIC and food stamps (Link/EBT).
• Required to know value, look-up numbers, department numbers, and features of items sold.
• Understands shelf tags, knows location of merchandise in the store and also in the back room, and if available, takes customers to an item.
• Perceives immediate surroundings for customer needs and problems for store safety and security.
• Communicates clearly and distinctly on the intercom or telephone system.
• Keeps register area and office clean and adheres to “5S” standards, ensures adequate supplies are ready and available, and helps maintain the store appearance.
• May give refunds or exchanges to customers for returned merchandise.
• Understands and practices proper sanitation procedures and ensures the work area is always clean.
• Maintains strict adherence to department and company guidelines related to personal hygiene and dress.
• Adheres to all company policies, procedures, Safety and Sanitation regulations, and individual store guidelines.
• Reports to work when scheduled and on time.
• Protects associates and customers by removing potential hazards from the sales floor in a timely manner.

SECONDARY JOB FUNCTIONS: (These are considered occasional in nature)

• Operates cash register accurately and scans all merchandise.
• Changes register tape and ribbons as necessary.
• Assists in other areas of store as needed.
• Performs other job related duties and special projects as required.

SUPERVISORY RESPONSIBILITIES:

• Provides feedback to Front End/Service Manager regarding department associate’s performance.
• Reports incidents requiring discipline to Store Director.
• Issues breaks and lunches to Checkers and Courtesy Clerks in a timely manner.
• Participates in the training of all new Front End associates on job duties, customer satisfaction, and established company policies, procedures, and standards.

SKILLS AND ABILITIES REQUIRED TO PERFORM JOB: (Physical demands outlined on attached PAR sheet)

• Must be at least 21 years of age to ring up liquor purchases. Must be able to obtain an Illinois Liquor License.
• Must have the ability to solve practical problems and deal with multiple variables as they are presented.
• Must have the ability to do arithmetic calculations involving fractions, decimals, and percentages.
• Have the ability to understand and follow written, verbal, or demonstrated instructions, write identifying information and request supplies verbally or in writing.
• Visual requirements include vision from less than 20 inches to more than 20 feet with depth perception, and field of vision.
• Must be able to work shift varying in length and times, including nights, weekends and holidays.

WORKING CONDITIONS:

The duties for this position are normally conducted in a store environment. May occasionally be required to work outdoors. Exposure to cleaning chemicals. There is significant responsibility to maintain customer service levels and handle multiple priorities. This is a fast paced work environment where stressful situations are encountered.

EQUIPMENT USED TO PERFORM JOB:

Cash registers, State Lottery equipment, Coin Star equipment, computers, cardboard/trash compactor, calculator, telephone, intercom, copier.

CONTACTS:

Has daily contact with customers, co-workers, suppliers/vendors, and the general public.

Disclaimer
The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification; they are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of a person so classified.

Job Type: Part-time

Pay: From $14.00 per hour

Expected hours: 12 – 32 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 4 hour shift
• 8 hour shift
• Day shift
• Evening shift
• Morning shift

Weekly day range:

• Monday to Friday
• Weekends as needed

Application Question(s):

• What is your availability on Sunday?
• What is your availability on Monday?
• What is your availability on Tuesday?
• What is your availability on Wednesday?
• What is your availability on Thursday?
• What is your availability on Friday?
• What is your availability on Saturday?
• Do you have your own transportation?
• Are you available to work holidays?

Work Location: In person