Customer Experience Representative

4 weeks ago


Midlothian, Virginia, United States Michaels Stores Full time
Job Summary

Michaels Stores is seeking a Customer Experience Representative to join our team. As a key member of our store team, you will be responsible for delivering exceptional customer service, helping customers shop our store, and ensuring a fast and friendly checkout experience.

Key Responsibilities
  • Provide friendly and helpful service to customers, answering questions and resolving issues in a timely and professional manner.
  • Help customers locate products and provide solutions to meet their needs.
  • Ensure all customers receive a fast and friendly checkout experience, executing cash handling to standards.
  • Engage customers on the benefits of our Rewards program and Private Label Credit Cards, and complete enrollments as needed.
  • Educate customers on our Voice of Customer (VOC) survey and assist with Omni channel processes, including Buy Online Pickup in Store (BOPIS) and Ship From Store (SFS).
  • Participate in the truck unload, stocking, and planogram (POGs) processes, and complete merchandise recovery and maintenance duties as assigned.
  • Responsible for completing Store In Stock Optimization (SISO) and AD set duties as assigned, and supporting shrink and safety programs.
  • Adhere to Standard Operating Procedures (SOPs) and Company programs to ensure compliance with applicable laws and requirements, and execute Company policies and standards.
  • Interact with others in an accepting and respectful manner, remain positive and respectful, even in difficult situations, and promote commitment to our organization's vision and values.
  • Cross-trained in Custom Framing selling and production.
Requirements
  • Retail and/or customer service experience preferred.
Work Environment
  • Ability to remain standing for long periods of time.
  • Ability to move throughout the store.
  • Regular bending, lifting, carrying, reaching, and stretching.
  • Lifting heavy boxes and accessing high shelves by ladder or similar equipment.
  • Public retail store setting taking care of our customers; all public areas are climate controlled; some stock rooms may not be climate controlled; some outdoor work if assigned to retrieve shopping carts or while unloading trucks; Frame shop contains glass cutter and heat press; work hours include nights, weekends, and early mornings.


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