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 and accountabilities 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; and performing other job-related duties as assigned.

Minimum qualifications include : being 18 years of age; holding a high school diploma or equivalency; being able to read, write and speak English proficiently; being able to understand and follow English instructions; having authorization to work in the United States or the ability to obtain the same; and having successful completion of pre-employment drug testing and background check.

Preferred qualifications include : demonstrating strong customer service communication skills, effectively addressing and resolving customer concerns with positive business impact; possessing a proficient working knowledge of office, front end systems and equipment; possessing proficient computer skills; possessing demonstrated skills in the ability to perform and deliver customer service expectations; demonstrating good organizational skills; and having a high standard of integrity and reliability.

Required behaviors include : living the values by embracing the essence of the company demonstrating a commitment to the company's goal and values; unifying and motivating team through praise and recognition of success with immediate feedback to build an environment of trust; being business-driven showing passion for the business, delivering results consistently; being customer-oriented by passionately demonstrating that the customer comes first always by putting the customer's needs above all else; and having people passion through consistently treating others with respect and dignity.

Knowledge, skills, abilities include : compliance with all company policies and procedures; and must complete service training within sixty (60) days of position start date.