Retail Customer Service Specialist

Benefits Weekly Pay: Get paid every week so that you can manage your money on your terms. Free BJ’s Memberships: Enjoy a complimentary The Club Card Membership, plus a free Supplemental Membership for someone in your household. Generous Paid Time Off: Take the time you need with vacation, personal, sick days, holidays, bereavement, and jury duty leave. Flexible and Affordable Health Benefits: Choose from three medical plans, and access optional dental, vision, Health Savings Account (HSA), and flexible spending account options to fit your lifestyle. 401(k) Retirement Savings Plan: Build your financial future with a company match (available to team members 18 and older). Employee Stock Purchase Plan: Accumulate funds through after‑tax payroll deductions that can be used to purchase shares of BJ’s common stock at a 15% discount. Eligibility requirements vary by position. Job Summary Responsible for performing merchandise protection procedures, monitoring entrance and exit activity, and providing superior customer service to members. Team Member Responsibilities Carry out job functions and responsibilities as assigned. Support the application of club policies, procedures and compliance. We strive for flawless execution and hold ourselves accountable. Act with honesty and integrity and lead with the member in mind to address all concerns and to escape any concerns, as appropriate. Ensure a safe and positive environment for our members and each other. Embrace inclusion and diversity by working together with collaboration and respect. Work as a team to achieve goals. Move with speed and agility in everything we do. Innovate and adapt so we can move as fast as the world around us. Maintain a friendly and positive attitude. Member Interaction Responsibilities Deliver service excellence through all points of contact. Resolve and deescalate to address every member concern. Ensure a safe and positive environment and experience for the members. Daily commitment to GOLD Member Standards: greet, anticipate, appreciate (GAA), fast, friendly, full, fresh, clean. Club Standards: Work as a team to deliver GOLD club standards daily. Work with commitment and pride to deliver GOLD‑Grand opening look daily. Clean and organized, inside, and out. Know your Business: Understand how to access and read production and/or financial performance reporting for your department. See the connection between consistent execution and the positive impact it can have on the business. Major Tasks, Responsibilities, and Key Accountabilities Delivers superior member service, including greeting, assisting, and thanking all members in a prompt, friendly and professional manner. Resolves member concerns in a courteous and timely manner and escalates issues to management when necessary. Maintains and exhibits clear understanding of merchandise protection procedures and shrink alert protocols. Reviews and maintains the AP Alert Binder according to AP standards. Follows the BEST (bottom of the cart, electronics, self‑checkout, and thanking the member) procedures including cross‑checking merchandise to member register receipts and verifying high‑value items. Records register receipt discrepancies and notifies front line to immediately rectify the situation. Audits Express Pay, BOPIC, Curbside Pick‑up, and Same Day Delivery according to company procedures. Ensures the execution of the repack awareness guidelines by inspecting known repack articles. Monitors member and visitor traffic entering and exiting the club. Responds to Electronic Article Surveillance (EAS) alarms according to established EAS response procedures. Maintains high standards of safety for members and team members. Inspects team members, members, and vendors bags, backpacks, briefcases, and lunch boxes as they are leaving the building. Processes empty water jug return vouchers to members. Maintains all club policies and procedures. Performs other duties as assigned, including working in other departments as needed. Regular, predictable, full attendance is an essential function of this job. Qualifications Strong interpersonal skills and an attention to detail are required. Basic math skills preferred. Ability to use a smart handheld device. Must successfully complete required training and certification processes. Must be employed with the company for at least 6 months. At least 18 years of age, except in the following states: Indiana – At least 19; Delaware – At least 21. Environmental Job Conditions All time is spent standing and moving about on hard surfaces. Will at times require bending, pulling, reaching, stooping and climbing ladders/step stools. May require occasional lifting up to 30 lbs. Exposure to both indoor and outdoor temperatures. Compensation In accordance with the Pay Transparency requirements, the following represents a good faith estimate of the compensation range for this position. Starting from $16.25, actual salaries will vary depending on factors including but not limited to location, education, experience, and qualifications. #J-18808-Ljbffr