Customer Service Specialist

Job Description

Job Description:\n\nAbout Us As Kansas City’s Botanical Garden, Powell Gardens plays a vital role in the community as a space for release, rejuvenation, and the celebration of the fleeting nature of nature itself. Visitors enjoy themed display gardens, nature trails, seasonal festivals, rotating exhibitions, and exceptional architecture. Established in 1988, Powell Gardens is a public garden, maintaining over 700 acres of lush, rolling hills and windswept meadows, with more than 175 acres and a large collection of plants open to the public for education, exploration, and recreation. With the addition of our second location, Colonial Farms, we offer a new way to advance our mission of education, community engagement and spreading our love for plants. We at Powell believe that our team members are our most important asset. By building strong relationships with each other, we can ensure that our guests have the best possible experience. We are looking for a strong team player who is passionate about hospitality and customer service, committed to creating exceptional guest experiences, and enjoys training and developing others to ensure every guest receives the highest level of service during every visit. If this sounds like you, we would love to speak with you! Summary The Retail Garden Center Customer Service Specialist is responsible for providing exceptional customer service and serving as the lead resource for the Garden Center customer service area. This role supports the daily operation of the customer service function by assisting customers in person and over the phone, training and providing direction to customer service staff, managing cash handling procedures, supporting scheduling, and ensuring established processes and standards are consistently followed. The Customer Service Specialist serves as a key resource for employees and customers, helping to resolve questions and concerns while ensuring a welcoming, professional, and efficient customer experience. This position is responsible for opening and closing procedures, point-of-sale accuracy, cash handling, implementation and maintenance of standard operating procedures, and assisting with select product ordering and inventory needs. The role works closely with the Retail Garden Center Store Manager and other departments to support daily operations, seasonal priorities, organizational goals, and a high-quality customer experience that supports the mission of the organization and strives for sustainable business growth. Essential Functions: Customer Service & Front-End Leadership:Serve as the lead resource for the Garden Center customer service area and provide day-to-day direction and support to customer service staff.Provide exceptional customer service to guests in person, over the phone, and through other approved communication channels.Greet customers, identify their needs, answer questions, provide product and Garden Center information, and assist with purchases.Handle customer inquiries, concerns, complaints, returns, and exchanges in a professional and service-oriented manner.Model excellent customer service behaviors and ensure employees consistently follow established customer service standards.Escalate complex customer concerns or operational issues to the Store Manager or appropriate member of leadership.Maintain welcoming and organized store entrance, storefront, and market.Collaborate with other Garden Center staff and departments to provide a cohesive customer experience. Training & Staff Support:Train new and existing customer service employees on customer service expectations, point-of-sale procedures, cash handling, opening and closing procedures, and applicable SOPs.Provide ongoing coaching, direction, and feedback to customer service staff to ensure quality work and consistent adherence to established procedures.Serve as a resource for employees when questions arise regarding customer service, POS procedures, policies, or daily operations.Assist management with identifying training needs and opportunities for improvement.Support the development and implementation of customer service training materials and procedures.Help ensure employees understand and consistently follow organizational and Garden Center policies. Scheduling & Daily Operations:Coordinate daily coverage, breaks, and customer service assignments as needed.Communicate staffing needs, attendance concerns, and scheduling issues to the Store Manager.Assist with coordinating staffing needs during peak business periods, special events, weekends, holidays, and seasonal activities.Help ensure daily operational priorities are completed accurately and efficiently.Provide direction to staff regarding daily priorities and customer service needs.Communicate operational issues and recommendations to the Store Manager. Cash Handling & Point of Sale:Follow and enforce established cash handling and point-of-sale procedures.Complete opening and closing cash procedures accurately and securely.Assist with register counts, cash reconciliation, deposits, and documentation as assigned.Ensure accuracy in transactions, pricing, discounts, returns, exchanges, and other POS functions.Monitor cash handling practices and report discrepancies or concerns to management.Train employees on proper cash handling and POS procedures.Assist with troubleshooting basic POS issues and communicate system problems to the appropriate resource.Maintain confidentiality and security of cash, financial information, and customer information. Opening & Closing Responsibilities:Complete assigned opening procedures to ensure the Garden Center customer service area is prepared for daily operations.Ensure registers, POS systems, cash drawers, supplies, and customer service areas are ready prior to opening.Complete assigned closing procedures, including securing registers, cash, equipment, and customer service areas.Ensure closing checklists and required documentation are completed accurately.Identify and communicate maintenance, safety, security, or operational concerns to management.Assist with ensuring the Garden Center is prepared for the following business day. SOPs, Processes & Problem Solving:Follow established Standard Operating Procedures and organizational policies.Assist in creating, updating, and maintaining SOPs related to customer service, cash handling, POS operations, opening and closing, and other assigned processes.Train staff on new or revised procedures and help ensure consistent implementation.Identify opportunities to improve customer service processes, efficiency, and the overall customer experience.Assist in identifying and resolving operational issues as they occur.Maintain accurate records and documentation related to assigned responsibilities.Communicate recurring issues or process concerns to the Store Manager and recommend potential solutions.Ensure established processes are followed consistently across customer service operations. Product Ordering & Inventory Support:Assist with ordering select Garden Center products and customer service supplies based on established inventory levels and business needs.Monitor inventory levels and communicate anticipated product or supply needs to the Store Manager.Assist with receiving, organizing, tagging, and maintaining assigned products and supplies as needed.Ensure product information, pricing, signage, and promotional information is accurate in the customer service area.Communicate product availability and customer requests to appropriate Garden Center staff.Assist with identifying customer purchasing trends and product needs.Support seasonal product changes and Garden Center priorities as directed by management.Support cycle counts and annual inventory counting processes. Communication & Team Collaboration:Maintain open and effective communication with the Store Manager, Garden Center staff, and other departments.Serve as a communication resource for customer service employees regarding daily priorities, procedures, and operational updates.Participate in staff meetings, trainings, and departmental meetings as required.Communicate customer feedback and recurring customer needs to management.Work collaboratively with other departments to support organizational events, programs, festivals, and seasonal activities.Promote a positive, professional, and service-oriented team environment.Ensure safety standards and organizational policies are followed within the customer service area. Experience/Education:High School Diploma or GED Required.2+ years of retail, customer service, or related experience Required.1+ year of experience providing lead, training, or operational support Preferred.Garden Center or specialty retail experience Preferred.Experience with cash handling and point-of-sale systems Required.Experience training or coaching employees Preferred. Knowledge and Skills:Exceptional customer service skills with a strong focus on creating a positive customer experience.Ability to lead by example and provide direction to employees without direct supervisory authority.Ability to train, coach, and provide constructive feedback to employees.Strong verbal and written communication skills.Ability to remain calm, professional, and solution-oriented when handling customer concerns or difficult situations.Strong organizational skills and attention to detail.Ability to accurately handle cash and financial transactions.Familiarity with point-of-sale systems and cash register procedures.Ability to learn and consistently follow policies, SOPs, and established processes.Ability to identify operational problems and assist in developing practical solutions.Ability to work independently while also functioning effectively as part of a team.Ability to prioritize and manage multiple responsibilities in a fast-paced retail environment.Working knowledge of Microsoft Office products, including Outlook, Word, and Teams Required.Ability to adopt and learn new technologies and systems.Process- and procedure-oriented with a commitment to accuracy and consistency.Ability to work flexible hours, including weekends, evenings, holidays, and peak seasonal periods as required.Valid Driver's License Required. Physical Requirements/Work Environment:Must be able to lift up to 50 lbs. (team lifting as necessary); accomplish strenuous work; stand and walk for extended periods; and work in various conditions, including extreme heat and cold.This position may require frequent movement throughout the Garden Center and interaction with customers and employees in both indoor and outdoor environments.The position may also perform administrative and computer-based work in an office or customer service setting.This role is required to work weekends, evenings, holidays, and extended hours as required by seasonal business needs, special events, and organizational activities.To perform this job successfully, an individual must be able to perform each essential function satisfactorily.The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Salary Range from $40,000 to 45,000 per year. Benefits Medical/Dental/Vision.HRA, HSA and FSA Plans.Supplemental Insurance Available.403b Plan and Match. Employer Paid Life Insurance.Employer Paid Short-Term and Long-Term Disability Insurance.Generous PTO Plan.11 Paid Holidays per year. To Apply Applicants interested in this position must submit the following to View email address on us.fitly.work. Cover letter addressing the following:Discuss your experience as it related to this role.Why are you interested in this role and why you would be a great fit Resume.Three references: professional, academic, and/or personal. To view the full list of open positions, please go to Equal Employment Opportunity & Employment Disclaimer Powell Gardens is an Equal Opportunity Employer and is committed to creating an inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable federal, state, or local law. Powell Gardens is committed to providing reasonable accommodations to qualified individuals with disabilities throughout the application and employment process. If you require an accommodation to complete an application, participate in the interview process, or perform the essential functions of the position, please contact Human Resources. The duties, responsibilities, and qualifications described in this job posting are intended to describe the general nature and level of work being performed. They are not intended to be an exhaustive list of all responsibilities, duties, or skills required. Duties and responsibilities may change at any time to meet organizational needs. Employment with Powell Gardens is contingent upon successful completion of all applicable pre-employment requirements, which may include reference checks, background screening, verification of work authorization, and other job-related requirements, as permitted by law. This job posting does not constitute an employment contract or guarantee of employment. Employment with Powell Gardens is at-will, meaning either the employee or Powell Gardens may terminate the employment relationship at any time, with or without notice or cause, except as otherwise provided by applicable law.