Customer Service Associate

Job Summary

The Customer Service Associate (CSA) delivers exceptional customer service by providing friendly, efficient support in a fast-paced airport retail environment. This role assists customers, processes transactions, replenishes merchandise, maintains store presentation, and supports daily operations, including opening and closing procedures. CSAs help achieve sales goals, uphold operational standards, and create a positive shopping experience for travelers. Additional responsibilities may vary based on the store concept and merchandise assortment.

Core Responsibilities

• Delivers friendly, efficient, and professional customer service throughout the shopping experience.
• Maintains knowledge of merchandise, promotions, pricing, product locations, and store services to assist customers, recommend appropriate products, and maximize sales through suggestive selling and upselling.
• Processes transactions accurately while following company policies and operational procedures.
• Assists with merchandise receiving, merchandising, stocking, replenishment, inventory activities, markdowns, and maintaining organized, customer-ready displays.
• Maintains the cleanliness and upkeep of the store by ensuring an organized, safe, and customer-ready environment.
• Perform opening/closing duties, including securing cash registers and store security.
• Communicates customer feedback, inventory needs, and operational concerns to management.
• If identified as a keyholder, additional responsibilities will be assigned.
• Performs other duties as assigned.
• Ensure food safety processes are adhered to and prioritized consistently in their day-to-day responsibilities.

Essentials & Hospitality Store Specific Responsibilities

The following responsibilities may vary based on store concept, merchandise assortment, operational or business needs.

• Simultaneously manage customer transactions, answer traveler questions, replenish merchandise, and maintain store standards while adapting to fluctuating passenger volumes and peak travel periods.
• Provide prompt, accurate, and friendly service to travelers with limited time, balancing speed at checkout with customer engagement to minimize wait times and support a positive travel experience.
• Monitor inventory levels, restock high-demand travel essentials and convenience items, and respond quickly to sales trends and passenger needs to ensure products remain available during busy travel windows.

Specialty Store Specific Responsibilities

The following responsibilities may vary based on store concept, merchandise assortment, operational or business needs.

• Demonstrates strong product knowledge within assigned brand categories by understanding product features, benefits, availability, and customer use cases to provide confident recommendations.
• Delivers elevated service standards by engaging customers proactively, asking thoughtful questions, and tailoring the shopping experience to traveler needs and brand expectations.
• Applies active selling techniques, including suggestive selling, upselling, and cross-selling, to introduce relevant products, increase basket size, and support sales goals.

Tech Store Specific Responsibilities

The following responsibilities may vary based on store concept, merchandise assortment, operational or business needs.

• Apply strong product knowledge to assess customer needs and recommend electronics, accessories, and travel technology solutions that support convenience, connectivity, and productivity while traveling.
• Demonstrate key product features, benefits, and compatibility to educate customers, build confidence in purchase decisions, and highlight solutions that meet traveler-specific needs.
• Use active selling techniques, including needs-based questions, product comparisons, suggestive selling, and upselling, to increase customer engagement and support sales goals.

Job Requirements

• Strong customer service, interpersonal, and written and verbal English communication skills.
• Ability to work effectively in a fast-paced airport retail environment while managing multiple priorities.
• Basic math skills and accuracy when processing transactions.
• Ability to work independently and collaboratively as part of a team.
• Ability to work assigned shifts, which may include early mornings, evenings, weekends, and holidays, consistent with operational needs.
• Ability to perform physical retail activities, including standing, walking, bending, reaching, handling merchandise, and lifting to 50 pounds.
• Ability to accurately review product pricing, and transaction information and communicate effectively with customers and coworkers.
• Must meet and maintain all job-related credentialing, screening, certification and security requirements applicable to the assigned location.
• Ability to follow Company policies, cash-handling procedures, safety requirements, and airport security protocols.
• Must be able to perform the essential functions of the position, with or without reasonable accommodation.

Preferred Qualifications

• High school diploma or equivalent.
• Previous retail, customer service, hospitality, or related experience in a fast-paced, high-volume environment.

Additional Location and Role-Specific Requirements

• Successfully complete and maintain applicable food safety (Servsafe), food-handler, alcohol-awareness (TAM), or similar certifications.
• Successfully complete required concept-specific, brand-specific, operational, or safety training.
• Additional security clearances, satisfactory criminal background checks and drug testing, and the ability to obtain and maintain required airport security credentials may be required.