Customer Service Representative

4 weeks ago

Charlotte, North Carolina, United States Food Lion Full time
Customer Service Representative

At Food Lion, we're committed to providing an exceptional shopping experience for our customers. As a Customer Service Representative, you'll play a critical role in achieving this goal by delivering fast, easy, flexible, and friendly service to our customers. Your primary responsibility will be to maintain the highest level of customer satisfaction by ensuring that every customer interaction is positive and memorable.

Key Responsibilities:
  • Provide prompt, accurate, and friendly service to customers while engaging them to create a positive shopping experience.
  • Greet each customer and use their name whenever possible to build rapport and establish a personal connection.
  • Unload customers' groceries from the cart to the 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 to ensure accuracy and efficiency.
  • Follow correct bagging procedures for the correct use of bags by type to maintain a clean and organized store environment.
  • Scan customers' orders and handle payment transactions according to standard practice to ensure accuracy and security.
  • Avoid personal conversations with other associates when customers are present to maintain a professional atmosphere.
  • Follow procedures in handling cash, checks, coupons, gift cards, partner cards, food stamps, and WIC vouchers to ensure compliance with company policies and procedures.
  • Follow procedures for refunds and error correction to resolve customer issues efficiently and effectively.
  • Make every attempt to maintain accurate cash control to prevent losses and ensure a secure store environment.
  • Follow procedures and perform overrides as necessary to resolve customer issues and maintain a positive shopping experience.
  • Identify customers needing assistance and offer to take their order to their car, including Food Lion To-Go orders (if applicable), to provide exceptional customer service.
  • Maintain alertness and call for assistance when needed to service customers per service standards to ensure a positive shopping experience.
  • Check prices quickly and accurately to ensure accuracy and efficiency.
  • Be courteous and helpful to other associates to maintain a positive and productive work environment.
  • Wear the Food Lion uniform with apron, complete with name badge, when on duty, and maintain a neat and clean appearance while adhering to the Food Lion dress code to represent the company in a professional manner.
  • Retrieve shopping carts from the parking lot and cart corrals using the tether strap per standard practice to maintain a clean and organized store environment.
  • Ensure the work station and front-end area (if applicable) of the store has a neat and clean presentation to maintain a positive shopping experience.
  • Report any register malfunction to the Customer Service Manager or MOD to ensure prompt resolution and minimize downtime.
  • Ensure the MVP savings center KIOSK is filled with paper and properly working to provide customers with a seamless shopping experience.
  • Observe and correct all unsafe conditions that could cause associate or customer accidents to maintain a safe and secure store environment.
  • Notify QA of any cleaning issues or maintenance required on the front end to ensure prompt resolution and minimize downtime.
  • Successfully complete computer-based training (CBT) and training aid courses to maintain a high level of knowledge and skills.
  • Perform the task of cashier when scheduled or as needed per the surge plan guidelines to ensure a smooth and efficient checkout process.
  • Perform the task of managing the front end in the brief absence of the CSM/ACSM if needed to ensure service standards are maintained.
  • Perform the task of Food Lion To-Go Runner when scheduled or as needed to provide exceptional customer service.
  • Ensure check stands are supplied with proper bags, register receipt paper, Catalina coupon paper, and restock cigarette drawers at each check lane to maintain a clean and organized store environment.
  • Find more efficient ways to do the job and seek to reduce costs and improve labor productivity to maintain a competitive edge.
  • Perform all other duties as assigned to ensure a positive shopping experience for our customers.
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.

Food Lion provides equal employment opportunities to all associates and applicants for employment without regard to race, color, religion, sex (including pregnancy, childbirth, and related conditions), national origin, age, disability, sexual orientation, veteran status, gender identity, or gender expression or any other characteristic protected by law.

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