Customer Service Associate

Overview

Job Title: Customer Service Associate
Location: Retail Grocery Location


Position Overview
The customer service associate will increase customer confidence and loyalty by providing accurate, fast and friendly customer service desk and media services in accordance with company guidelines, policies and procedures. This role will satisfactorily resolve customer concerns or escalate them to appropriate level of management.
Primary Responsibilities & Accountabilities

  • Provide continuous attention to customer needs; greet, assist and thank customers in a prompt, courteous and friendly manner.

  • Address customer issues/complaints and resolve to full satisfaction of customer immediately, within company guidelines while maintaining composure and professionalism; appropriately escalate issues to management with a positive attitude.

  • Coordinate daily store cash and accounting functions in accordance with company guidelines, policies and procedures and management instruction.

  • Maintain knowledge of front end operations and stay current on changes in policies and procedures in order to preserve and proactively support department service levels and accountability.

  • Manage ACM lanes according to company standards and policies; ensure each self-checkout lane is properly opened, appropriate reports are printed and cash maintenance requirements are performed.

  • Troubleshoot problems with front end equipment through self-help icon on computer desktop or by contacting the retail service help desk as needed.

  • Stock front end products; restock and use supply items efficiently to eliminate waste and to maintain the lowest supply cost.

  • Exhibit professional telephone etiquette and ensure connection to the appropriate department or associate.

  • Maintain confidentiality of information.

  • Put up discarded or returned merchandise.

  • Perform cashier associate duties, as necessary.

  • Perform pricing duties, as necessary.

  • Keep work area clean, orderly and free from safety hazards; report faulty equipment and hazards to management.

  • Notify management of associate theft, customr shoplifting, unauthorized mark-downs, property defacement or any action that is illegal and/or against company policy.

  • Perform other job-related duties as assigned.


Qualifications
Minimum

  • Must be 18 years of age.

  • High school diploma or equivalency.

  • Ability to read, write and speak English proficiently.

  • Ability to understand and follow English instructions.

  • Authorization to work in the United States or the ability to obtain the same.

  • Successful completion of pre-employment drug testing and background check.


Preferred

  • Demonstrate strong customer service communication skills, effectively addressing and resolving customer concerns with positive business impact.

  • Possess a proficient working knowledge of office, front end systems and equipment.

  • Possess proficient computer skills.

  • Possess demonstrated skills in the ability to perform and deliver customer service expectations.

  • Demonstrate good organizational skills.

  • High standard of integrity and reliability.


Required Behaviors

  • Lives the Values by embracing the essence of the company demonstrating a commitment to the companys goal and values.

  • Unifies and motivates team through praise and recognition of success with immediate feedback to build an environment of trust.

  • Business-driven showing passion for the business, delivering results consistently.

  • Customer-orientated by passionately demonstrating that the customer comes first always by putting the customers needs above all else.

  • People Passion through consistently treating others with respect and dignity.


Knowledge, Skills, Abilities

  • Compliance with all company policies and procedures.

  • Must complete service training within sixty (60) days of position start date.


Environmental and Physical Demands

Physical Requirements
Ocassionally - 1-33%
Frequently - 34-66%
Regulary - 67-100%


Physical demands
While performing the essential functions of this position, the employee is regularly required to stand or walk on tile or concrete, use hands or fingers to handle, hold or feel objects, tools or controls, talk, see, hear, smell and perform repetitive movements with both hands and/or both feet. The employee is frequently required to carry, push, or lift up to 100 lbs and pull up to 150 lbs. The employee is occasionally required to sit, balance, stoop, kneel, crouch, crawl, reach at waist level or overhead, and climb up to 10 ft.


Working Conditions
While performing the essential functions of this position, the employee may be exposed to working in indoor, outdoor, cold, heated, and wet/humid working conditions.


Safety Risk Factors
The employee is frequently required to twist back and/or neck, walk on a slippery or cluttered floor surface, work with hazardous equipment and be exposed to sharp objects. The employee is occasionally required to be exposed to loud noise, skin irritants, nuisance dust, fumes and sprays, hazardous cleaning solutions and other toxins.


Schedules
The employee is required to work varied schedules.

Machines, Tools, Equipment, etc.
While performing the essential functions of this position, the employee will be required to utilize a scanner, scale, terminal, coupon dispenser, conveyor belt, bagging supplies, shopping carts and cleaning supplies and equipment.




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