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Customer Service Representative
1 week ago
Job Overview
The Customer Service Representative plays a vital role in ensuring that customers receive fast, easy, flexible and friendly service at Food Lion. This individual is responsible for assisting the Customer Service Manager and the Assistant Customer Service Manager in maintaining standards according to the Front End Standard Practice Manual, maximizing sales through excellent customer service.
Duties and Responsibilities:
- Smile and provide prompt, accurate and friendly service while engaging customers to create a positive shopping experience.
- Greet each customer and uses his or her name whenever possible.
- Unload customers' groceries from cart to belt-unload 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.
- Follow correct bagging procedures for the correct use of bags by type.
- Scan customers' order and handles the payment transaction, per standard practice.
- Avoid personal conversations with other associates when customers are present.
- Follow procedures in handling cash, checks, coupons, gift cards, partner cards, food stamps and WIC vouchers.
- Follow procedures for refunds and error correction.
- Make every attempt to maintain accurate cash control.
- Follow procedures and performs overrides.
- Identify customers needing assistance and offers 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.
- Check prices quickly and accurately.
- Is courteous and helpful to other associates.
- Wear the Food Lion uniform with apron, complete with name badge, when on duty, has 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.
- Ensure work station and front-end area (if applicable) of the store has a neat and clean presentation.
- Report any register malfunction to the Customer Service Manager or MOD.
- Ensure the MVP savings center KIOSK is filled with paper and properly working.
- Adhere to all company guidelines, policies and standard practices.
- Observe and correct all unsafe conditions that could cause associate or customer accidents.
- Notify QA of any cleaning issues or maintenance required on front end.
- Successfully complete computer-based training (CBT) and training aid courses.
- Perform the task of cashier when scheduled or as needed per the surge plan guidelines.
- 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.
- Ensure check stands are supplied with proper bags, register receipt paper, Catalina coupon paper and restocks cigarette drawers at each check lane.
- Find more efficient ways to do the job and seeks to reduce costs and improve labor productivity.
