Customer Service Associate Chestnut Hill MA

2 weeks ago

Chestnut Hill, United States Knitwell Group Full time
About Us

At Knitwell Group, we aim to provide modern, stylish clothing for women that empowers them to express their individuality. Our team is passionate about delivering exceptional customer experiences and fostering a positive work environment.

Position Overview

This role is responsible for driving revenue by providing outstanding customer service, sharing product knowledge, and maintaining a clean and organized store environment. The ideal candidate will consistently meet or exceed individual and store goals.

Main Responsibilities
  • Embody our company values and set a positive example for colleagues
  • Ensure compliance with Knitwell Group's practices and procedures
  • Perform additional responsibilities as assigned by store management and leadership
Revenue Generation
  • Meet or exceed divisional, store, and individual financial goals while contributing to the store's overall success
Client Experience
  • Provide exceptional customer service by anticipating and exceeding client needs, adhering to Knitwell Group's service standards
  • Build relationships with clients, create loyalty, and multitask while servicing internal and external clients
  • Address client concerns, resolve issues when possible, and involve management when necessary
  • Portray a friendly, energetic, and engaging manner while being respectful and professional
  • Take ownership of client feedback, solicit and incorporate it for professional growth and development
  • Communicate effectively with store management, team members, and external clients in person, through written correspondence, and over the phone
  • Build collaborative relationships by sharing ideas, treating others fairly, with respect, and valuing differences
  • Embody our company values and behaviors, inspiring team members by leading by example
  • Ensure compliance with all company policies, practices, and procedures, as well as federal, state, and local laws
Operations
  • Complete opening and closing procedures, tasks, and activities as assigned by the leadership team, focusing on client satisfaction (e.g., replenishing merchandise, recovering the store, processing shipments, cleaning, merchandising, and marketing updates)
  • Meet merchandise processing standards and maintain an organized and accessible work area
  • Adhere to Loss Prevention practices and report potential incidents to ensure shortage control and protect company assets
  • Maintain a safe work environment and report potential hazards to store management
  • Participate in and assist with store inventory preparation
  • Report to work as scheduled, record time accurately using Knitwell Group's Time and Attendance system, and remain flexible to meet business needs
  • Follow all Knitwell Group operational guidelines, processes, and procedures
  • Review Bulletin Boards daily
Technical Expertise
  • Demonstrate a desire and ability to be learner responsible, navigating Knitwell Group's computer learning systems
  • Perform register transactions quickly and efficiently (e.g., sales, send sales, returns, exchanges, payments)
  • Be proficient in using Distributed Order Maintenance (DOM's) and StyleFinder to locate product for clients and process transactions accurately
  • Operate the phone, answering calls with an appropriate greeting, transferring calls, and placing them on hold
  • Operate and understand the functions of the Point of Sale (POS) system
Product/Brand Management
  • Understand and clearly articulate Knitwell Group's brand positioning, including the uniqueness of our expressions, current marketing initiatives, markdowns, POS events, Bounce Back promotions, coupon events, lifestyle concepts to internal and external clients
  • Live Knitwell Group's Purpose, Values & Behaviors, Practices in all interactions
  • Participate in and attend store meetings
  • Proactively use associate education tools to build product and styling knowledge with peers
  • Embody fashion, understand current market trends, and articulate them using Knitwell Group's interpretations in every client interaction
  • Pack and wrap client purchases according to Knitwell Group standards

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