Customer Service Representative - Full Time

Title: Customer Service Representative, FT

Reports to: Store Manager

Status: Nonexempt - All are hired as Part Time, may be promoted to Full Time

Job Code: RET 251

Our mission is to work as a team, taking responsibility in building loyalty with our customers and our co-workers, to exceed expectations providing product and services that combine high quality with integrity and to assist all internal and external customers to assure that their needs are met in a 'Customer Service Plus 1' manner.

Position Summary

Maximize customer satisfaction, perform cleaning duties, stock and handle products, perform cash handling and register operation duties.

Job Responsibilities

Maximize Customer Satisfaction and Sales Improvement

• Provide quick, friendly service
• Suggest additional and promotional items, optimize time of self to ensure Customer Service Plus One
• Handle customer's questions, complaints, and returns quickly and appropriately or refer to Management
• Promote the use and benefits of the QD Card

Cash Handling/Reporting and Register Operations

• Perform shift and daily opening/closing activities as instructed/use of checklist
• Perform duties and follow policy on cash handling/reporting
• Ensure sales are recorded and cash is secure and accounted for as per policy
• Ensure alcohol/tobacco/lottery and lotto sales are appropriately handled

Safety and Security

• Ensure internal and external store areas are kept free of safety hazards
• Correct and report any safety or security violations, concerns, etc.

Receiving, Stocking and Handling Products

• Face stock (front label facing out), bending and stretching as needed to reach shelves at ground level or higher
• Ensure proper rotation of products
• Remove out-dates, damaged, and spoiled products
• Receive and check-in deliveries, lifting and organizing containers weighing up to 50 pounds

• Verify accuracy by comparing shipment to written order and report discrepancies in deliveries.
• Verify shelf tags (accurate, readable)
• Maintain storeroom and cooler stock neatly and orderly
• Lift and organize cases of milk and other containers weighing up to 50 pounds one or more times a shift (in the cooler area, on the sales floor and outside)
• Serve and prepare ice cream cones/cups
• Lift and count returnable bottles and cans, stack neatly in designated area
• Handle open products appropriately and according to health regulations

Cooperate with other store and company personnel

• Demonstrate a respect for employees and the company
• Report to work as scheduled and in appropriate company uniform
• Follow through on assigned tasks, demonstrate urgency in getting things done
• Complete training assignments
• Maintain confidentiality of store personnel and operations
• Sign in and out using time and attendance system
• Know and follow policies and procedures

Relationships

Manager, Assistant Manager or Shift Manager

• Immediate supervisor
• Consult regarding policy and procedures, problems and questions
• Keep informed of changes and activities in store, company, competition
• Exchange ideas and use of Continuous Improvement Program

Supervisor, Operations Director, Human Resources, Department Heads:

• Inform of any problems or questions if unable to reach Manager, or if further clarification is needed, or if Manager is part of or unsympathetic to a problem/concern

Job Specifications

Education/Experience Requirements:

• High School diploma or equivalent preferred
• Retail Customer Service experience preferred

Training

Must complete the following within 60 days of hire

• New Employee Orientation
• Checklist A & B
• RTO (Ready Training on-line)
• CSR 3 class (Security & Alcohol/Tobacco Sales)
• Must have passing scores (70%) on all written tests
• Any additional training requested or required

Physical Demands

• Willing to work flexible hours when needed
• Ability to communicate effectively with customers and other employees
• Ability to adapt to changing circumstances, personalities, locations, and hours
• Lifting/moving up to 25 pounds on a regular basis
• Requires standing for long periods of time, climbing, bending, stretching, moving heavy objects (up to 50 pounds), frequently moving light objects, using cash register
• Bend and scoop hard ice cream from bulk containers
• Exposure to temperature extremes

Mental Demands and Responsibility

• Make correct change
• Enter sales correctly into the register and make correct change, if applicable
• Handle multiple priorities quickly
• Read and follow policies and training information
• Judgment and decision making to handle questions or problems relating to people, equipment, products,
• Ability to work with others
• Aware of merchandising, safety/security and customer issues which need attention

This job description in no way states or implies that these are the only duties to be performed by this employee. Incumbents will be required to follow any other instruction and to perform any other duty as requested by the supervisor.

Qualifications: