Customer Service Associate

Customer Service Associate

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 include:

• Providing continuous attention to customer needs; greeting, assisting and thanking customers in a prompt, courteous and friendly manner.
• Addressing customer issues/complaints and resolving to full satisfaction of customer immediately, within company guidelines while maintaining composure and professionalism; appropriately escalating issues to management with a positive attitude.
• Coordinating daily store cash and accounting functions in accordance with company guidelines, policies and procedures and management instruction.
• Maintaining knowledge of front end operations and staying current on changes in policies and procedures in order to preserve and proactively support department service levels and accountability.
• Managing ACM lanes according to company standards and policies; ensuring each self-checkout lane is properly opened, appropriate reports are printed and cash maintenance requirements are performed.
• Troubleshooting problems with front end equipment through self-help icon on computer desktop or by contacting the retail service help desk as needed.
• Stocking front end products; restocking and using supply items efficiently to eliminate waste and to maintain the lowest supply cost.
• Exhibiting professional telephone etiquette and ensuring connection to the appropriate department or associate.
• Maintaining confidentiality of information.
• Putting up discarded or returned merchandise.
• Performing cashier associate duties, as necessary.
• Performing pricing duties, as necessary.
• Keeping work area clean, orderly and free from safety hazards; reporting faulty equipment and hazards to management.
• Notifying management of associate theft, customer shoplifting, unauthorized mark-downs, property defacement or any action that is illegal and/or against company policy.
• Performing other job-related duties as assigned.

Minimum qualifications include:

• 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 qualifications include:

• 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 include:

• Lives the values by embracing the essence of the company demonstrating a commitment to the company's 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 customer's needs above all else.
• People passion through consistently treating others with respect and dignity.

Knowledge, skills, abilities include:

• Compliance with all company policies and procedures.
• Must complete service training within sixty (60) days of position start date.