LEAD CUSTOMER SERVICE CLERK (RFT/CUSTOMER SERVICE & REFUNDS)

Job Title Lead Customer Service Clerk (RFT/Customer Service & Refunds) Job Number 260001ME Primary Location United States – Hawaii – Pearl Harbor Organization Pearl Harbor Pay Range: Starting Min: $18.00 + based on experience Job Summary Serves as team leader of the Customer Service area. Leads a group of associates performing customer‑service functions such as refunds, exchanges, price adjustments, layaways, etc. Responsibilities Leads a group of customer service associates. Handles difficult non-routing issues, trains new associates, and implements an ongoing training program for all customer service associates. Ensures associates are aware of changes to store policies and procedures. Provides input to associate work performance reviews and keeps supervisor informed of status of work, operations, and problems. Performs special orders for authorized merchandise, including items from mail order catalogs. Provides layaway services and resolves routine customer complaints. Processes refunds or exchanges for authorized patrons, checks merchandise for damage or ticket switching, and ensures sales receipts accompany refund or exchange requests. Contacts appropriate personnel to return merchandise to the sales floor or stockroom. Requests for refunds and adjustments as well as customer complaints that are unusual in nature to be referred to higher‑grade associate. Takes orders in connection with repair of items such as electrical appliances and gardening equipment. Maintains log of items sent to designated companies, indicating name of individual, serial number of item, date brought in, and other pertinent information. Follows up with companies and notifies customer when repair is made. Checks merchandise transfers, ensuring requested items are boxed and shipped out. Arranges necessary transportation to branches. Completes merchandise transfers, including cost and total amounts indicated. Maintains inventory stock cards on furniture and appliances to reflect the warehouse inventory balance. Posts to appropriate records the number and category of merchandise sold from documentation provided by sales personnel. Posts merchandise transfers and reports of goods received to ensure proper inventory balance. Provides customers with specific product information based on knowledge of manufacturer catalogues and data obtained from company representatives. Completes appropriate documents for payment by deferred payment plan (DPP), indicating initial and subsequent payments. Checks for proper identification and entitlement for use of the DPP as required. May operate a cash register in accordance with established cash control procedures and completes daily cash report. Is responsible for own cash fund. Performs other related duties as assigned. Works under the general supervision of a designated supervisor and is reviewed based on adherence to applicable procedures and efficiency of accomplishment of assigned customer‑service functions. Qualifications General experience: 6 months responsible experience in clerical office or retail sales store work of any kind in which the applicant has demonstrated the ability to perform satisfactorily in the position to be filled. Specialized experience: 6 months progressively responsible experience in retail sales performing the kind of duties which constitute the principal work of the position to be filled. Education substitution: Study completed in a college, university, or junior college above the high school level may be substituted on the basis of one‑half academic year of study for 6 months of experience. #J-18808-Ljbffr