Customer Experience Associate

Job Description

As a Customer Service expert, you are the face of what we stand for. You will help our customer feel the difference in their Exchange shopping experience by providing a frictionless experience while assisting customers with refund/exchanges, questions and complaints. You'll help customers feel welcomed and become a multitasking superstar - starting conversations, making connections, and efficiently serving each customer will be your expertise.


We offer flexible scheduling, comprehensive medical, dental, life and disability insurance, paid time off, shift differential/holiday pay, and a traditional pension and 401K plan to qualifying associates. You'll also have access to the base and its facilities, our Mass Transit program, and status as an employee of the DoD.


So what can you expect as a Customer Experience Associate - Customer Service Expert at the Exchange?

• Greet every customer with eye contact and smile in your authentic way

• Acknowledge every waiting customer as soon as they arrive to your lane to let them know you'll be right with them

• Complete transactions accurately and efficiently while engaging customers in appropriate conversation

• Help customers by following the proper procedure for returning/exchanging merchandise with grace and ease, assuming best intentions and apologize for inconvenience

We know that you can work anywhere. However, working at the Exchange is the start of something great! While you make it easy for our customers, we focus on you and your development! Our people make us who we are. We want to see you grow, so we put growing together at the forefront of everything we do. It is our duty to provide you with the tools and resources that you need to succeed. Joining the Exchange means joining a team that is devoted to you!


Job Qualifications

• Able to learn and adapt to current technology needs

• Able to stay calm when customers are stressed or upset

• Able to think quickly on the spot to answer customer questions

Additional Qualifications/Requirements:

• Willing to cross-train and work in other areas of the store, as needed

• Must possess a welcoming and helpful attitude toward customers and other team members

• Cash handling experience preferred

• Excellent communication skills

• Basic computer skills

• Retail experience preferred

Additional Qualifications/Requirements

MUST BE ABLE TO WORK IN A FAST PACE ENVIRONMENT. POSITION ENTAILS ASSISTING CUSTOMERS WITH LAYAWAYS, USING MILSTAR APPS, RETURN CHECKS, HOME DELIVERIES AND ACCEPTING PAYMENTS. MUST POSSESS GOOD CUSTOMER SKILLS, COMPUTER KNOWLEDGE AND ABLE TO ADJUST TO CHANGES. HOURS MAY VARY FROM 24 - 30 HOURS PER WEEK. SHIFTS AVAILABILITY BETWEEN 9:00AM AND 8:30PM INCLUDING WEEKENDS.

Job Qualifications

Completion of high school or the equivalent. Retail experience, demonstrated willingness, and potential for additional responsibility.

If a sufficient number of qualified candidates do not apply, the minimum qualifications may be lowered without reposting.

Major Duties

Provides high level of customer satisfaction through excellent service. Greets each customer upon contact and/or line of sight, assesses their needs, suggests alternative options, and provides resolution. Keeps their needs foremost and creates a welcoming environment, actively engages, and builds trust relationship with the customer in order to deliver a personalized shopping experience.
Provides product knowledge through superior sales skills to serve the customer in one or more sales area, utilizes and adheres to merchandise presentation standards including, but not limited to, arranging space on sales floor, setting up promotional fixtures, displaying promotional merchandise signing, sizing, clearance, and cleanliness of the area assigned.
Provides assistance to customers with completing price changes, special orders, online orders, and rain checks. May provide assistance to customers with military uniform dress requirements, insignia, and new items. Will assist with determining minor alterations and submission of certification, as needed.
Actively communicates/promotes the benefits of the Military Star credit card, Exchange protection plan, and other corporate programs to customers to drive sales growth and increase customer brand loyalty.
Operates a cash register or other sales related equipment to enter new accounts, conduct sales, refunds, or similar transactions. Verifies and accepts multiple tenders for payment and makes change with accuracy and zero variance tolerance.
Assures compliance with fire, safety, sanitation, and security regulations, as well as ensuring the security of fixed assets, cash, and inventory. Practices loss prevention procedures and alerts security and management of potential problems that may involve fraud, waste, and abuse.
Performs other duties as assigned.