Customer Service Representative
3 weeks ago
Job Summary:
We are seeking a Customer Lead to provide exceptional customer service and support to our customers. As a Customer Lead, you will be responsible for ensuring that our customers receive fast, easy, flexible, and friendly service, while maintaining high standards of customer satisfaction and sales growth.
Key Responsibilities:
• Provide prompt, accurate, and friendly service to customers, engaging them to create a positive shopping experience
• Greet each customer and use their name whenever possible, making every customer feel valued and appreciated
• Unload customers' groceries from cart to belt, unloading items for ease of bagging, such as grouping cold items together
• Check the bottom of every cart and under all baby seats for items before completing an order, ensuring that every customer leaves with a smile
• Follow correct bagging procedures for the correct use of bags by type, ensuring that every customer receives their items in a timely and efficient manner
• Scan customers' orders and handle payment transactions, per standard practice, ensuring that every customer receives accurate and efficient service
• Avoid personal conversations with other associates when customers are present, maintaining a professional and courteous demeanor at all times
• Follow procedures in handling cash, checks, coupons, gift cards, partner cards, food stamps, and WIC vouchers, ensuring that every customer receives accurate and efficient service
• Follow procedures for refunds and error correction, ensuring that every customer receives a positive experience
• Make every attempt to maintain accurate cash control, ensuring that every customer receives accurate and efficient service
• Follow procedures and perform overrides, ensuring that every customer receives accurate and efficient service
• Identify customers needing assistance and offer to take the customer's order to their car, including Food Lion To-Go orders (if applicable)
• Maintain alertness and call for assistance when needed to service customers per service standards, ensuring that every customer receives a positive experience
• Check prices quickly and accurately, ensuring that every customer receives accurate and efficient service
• Be courteous and helpful to other associates, maintaining a positive and supportive team environment
• Wear the Food Lion uniform with apron, complete with name badge, when on duty, and have a neat and clean appearance while adhering to the Food Lion dress code
• Retrieve shopping carts from the parking lot and cart corrals utilizing the tether strap per standard practice, ensuring that every customer receives a positive experience
• Ensure work station and front-end area (if applicable) of the store has a neat and clean presentation, maintaining a positive and welcoming environment for customers
• Report any register malfunction to the Customer Service Manager or MOD, ensuring that every customer receives accurate and efficient service
• Ensure the MVP savings center KIOSK is filled with paper and properly working, ensuring that every customer receives a positive experience
• Adhere to all company guidelines, policies, and standard practices, maintaining a positive and supportive team environment
• Observe and correct all unsafe conditions that could cause associate or customer accidents, ensuring that every customer receives a positive experience
• Notify QA of any cleaning issues or maintenance required on front end, ensuring that every customer receives a positive experience
• Successfully complete computer-based training (CBT) and training aid courses, ensuring that every customer receives accurate and efficient service
• Perform the task of cashier when scheduled or as needed per the surge plan guidelines, ensuring that every customer receives accurate and efficient service
• Perform the task of managing the front end in the brief absence of the CSM/ACSM if needed to ensure service standards are maintained, ensuring that every customer receives a positive experience
• Perform the task of Food Lion To-Go Runner when scheduled or as needed, ensuring that every customer receives a positive experience
• Ensure check stands are supplied with proper bags, register receipt paper, Catalina coupon paper, and restock cigarette drawers at each check lane, ensuring that every customer receives accurate and efficient service
• Find more efficient ways to do the job and seek to reduce costs and improve labor productivity, maintaining a positive and supportive team environment
• Perform all other duties as assigned, ensuring that every customer receives a positive experience
Qualifications:
• High school graduate or equivalent preferred
• Effective communication and customer service skills
• Ability and willingness to learn multiple tasks and technical requirements of the job
• Ability to perform the technical requirements of cashier and service center
• Must meet minimum age requirements to perform specific job functions
• Must be able to meet the physical requirements of the position, with or without reasonable accommodations
Physical Requirements:
• Ability to use computers, smart devices, and other communication systems required to perform job functions
• Perform repetitive hand and arm motions
• Bend and lift products weighing up to 15 lbs. continuously, 25 lbs. frequently, and 50 lbs. on occasion
• Pull or push up to 75 lbs. on occasion
• Stand 100% of the time, frequently walking short distances
• Be able to handle a variety of substances associated with cleaning and packaging materials, fresh fruits, vegetables, house plants/flowers, and household cleaners
• Use hands to frequently/continuously handle currency (paper and coin) as well as operate a variety of equipment such as cash register, lottery machine (where applicable), scanner, computer, and calculator
• Frequent reaching and grasping at waist level: occasionally above shoulder or below waist level
• Meet established volume activity standards for the position
• Tolerate working in extreme hot/cold temperatures for up to 20 minutes at a time
• Have sufficient visual ability to check ID cards, checks, invoices, and other written documents
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