Customer Service Specialist

Retail Garden Center Customer Service Specialist

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:

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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: