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Customer Service Clerk
2 months ago
Position Purpose: Directs and controls the operation of the customer service center. Supervises customer service center personnel. Orders products. Ensures product quality and availability.
Key Responsibilities & Accountabilities:
•Champions Company and Division customer service programs to meet or exceed Division customer service goals. Handles customer relations in a positive manner, including effective resolution of customer complaints.
•Accepts "returns", issues rain checks and answers questions. Assists customers with sales promotion items. Engages in suggestive selling and other sales techniques.
•Processes sales transactions for electronics, batteries, candy, tobacco, and money orders. Processes gift cards and money orders. Sells lottery tickets and pays lottery winners. Rents carpet cleaning equipment. Operates checkstand equipment to process customer orders. Is accountable for proper cash handling procedures and proper accounting of sales.
•Assists customers with purchases on lottery, video and other self service machines. Receives and effectively resolves customer complaints and escalates to proper department as necessary.
•Orders, stocks, faces, rotates and ensures proper pricing of customer service center merchandise. Works back stock and backroom. Checks for quality and accuracy. Ensures proper pricing. Implements Company procedures on handling reduced for sale items. Takes inventory. Completes all required administrative report. Controls shrink and expenses.
•Supervises, motivates, directs, trains and participates in the hiring of customer service center personnel. Monitors associate performance and recommends personnel action such as hiring, firing, layoff and disciplinary action. Schedules customer service center personnel to ensure adequate coverage and service levels and to meet department budgetary objectives.
•Conducts daily inspections of the customer service center and initiates corrective measures to ensure compliance with product quality, rotates products, maintains in stock conditions, code date standards, sanitation and safety and security requirements. Ensures proper cleanliness and neat appearance of the customer service center. Prevents the sale of out of code product.
•Answers and responds to incoming calls appropriately.
•Operates related equipment such as: cash registers, computers, lottery machines and telephones.
•Responsible for performing all job duties and responsibilities safely, accurately and with honesty and integrity.
•Other necessary and required duties.
Skills and Physical Requirements:
•Understands and applies all Company policies, including policies on sale of restricted items, attendance and dress code.
•Ability to be friendly, courteous, tactful, and maintain composure under pressure in dealing with customers and coworkers. Must be able to communicate verbally and in writing.
•Mental alertness is necessary to ensure accurate and thorough completion of work activities.
•Ability to do basic mathematics and file alphabetically and numerically. Requires problem solving skills.
•Ability to stand for long periods of time.
•Ability to use related job aids such as safety cutters, hand trucks, six-wheels carts, pallet jacks, computer, calculators, keyboards, telephone, cash register and lottery machines.
•Stooping, bending, twisting, and reaching may be required.
•Ability to stand for long periods of time, walk, and move rapidly, bend, stoop, kneel, twist and turn frequently.
•Frequently reaches, lifts, stacks and maneuvers items of varying dimensions and sizes up to approximately 25 lbs. Manual dexterity and good eye-hand coordination are necessary. May climb ladders.
•Will be required to work nights, weekends and holidays. Scheduled hours will vary.
Union and Non-Union: The pay range is $16.38 to $16.88 per hour, but no less than the local minimum wage. Starting rates will vary based on things like location, experience, qualifications, and the terms of any applicable collective bargaining agreement. Dependent on length of service, hours worked and any applicable collective bargaining agreement, benefits include medical, dental, vision, disability and life insurance, sick pay (accrued based on hours worked), PTO/Vacation pay (accrued based on hours worked), paid holidays (between 7-9 days annually), bereavement pay, and retirement benefits (pension and/or 401k eligibility)."
Work Environment:
•Working environment usually consists of a temperature controlled store environment.
Safety - Sensitive Position:
Job responsibilities include tasks or duties that could affect the safety or health of the employee performing the task or others.
DISCLAIMER:
The above statements are intended to describe the general nature of work performed by employees assigned to this job. If you have questions regarding your ability to physically perform the listed job duties and requirements - e.g. lifting, standing, bending, etc. - please speak to your Store Director. All team members must comply with Company, Division, and Store policies and applicable laws. The responsibilities, duties and skills required of personnel so classified may vary within each store and from store to store.
