Customer Service Associate Full Time

The Benefits of working at BJ’s

• BJ’s pays weekly
• Eligible for free BJ's Inner Circle and Supplemental membership(s)*
• Generous time off programs to support busy lifestyles*

o Vacation, Personal, Holiday, Sick, Bereavement Leave, Jury Duty

Benefit plans for your changing needs*

o Three medical plans , Health Savings Account (HSA), two dental plans, vision plan,flexible spending

• 401(k) plan with company match (must be at least 18 years old)
• eligibility requirements vary by position

medical plans vary by location

Job Summary

Responsible for Executing Acquisition 365, renewing, upgrading, cross-selling My BJs Perks. Also responsible for merchandise returns, exchanges, pick-ups, and general customer services inquiries.

Provides excellent and efficient member service.

Team Members :

• Carry out job functions and responsibilities as assigned. Support the application of club policies, procedures and compliance.
• We strive for flawless execution and hold ourselves accountable.
• Acts with honesty and integrity and lead with the member in mind to address any and all concerns and to escalate any concerns, as appropriate.
• Ensure a safe and positive environment for our members and each other.
• Embrace inclusion and diversity, by working together with collaboration and respect. Work as a team to achieve goals.
• Move with speed and agility in everything we do.
• Innovate and adapt so we can move as fast as the world around us.
• Maintain a friendly and positive attitude.

Members :

• Deliver service excellence through all points of contact.
• Resolve and deescalate to address every member concern.
• Ensure a safe and positive environment and experience for the members.
• Daily commitment to GOLD Member StandardsGreet, Anticipate, Appreciate (GAA)Fast, Friendly Full, Fresh, Clean

Club Standards : Work as a team to deliver GOLD club standards daily.

Work with commitment and pride to deliver GOLD- Grand opening look dailyAll items stocked and promotional plans executedMaintain visible accurate signageClean and organized, inside and out

Know your Business :

• Understand how to access and read production and / or financial performance reporting for your department.
• See the connection between consistent execution and the positive impact it can have on the business.

Major Tasks, Responsibilities, and Key Accountabilities

• Drives and promotes the BJ’s value proposition regarding acquisition, retention, perks, and the Member experience.
• Converts potential members by actively and effectively pitching all membership programs in accordance with company policies and practices.
• Exhibits clear understanding of all BJ’s Membership options, and Co-Brand credit card.
• Delivers superior customer service to Members by serving as a first line point-of-contact regarding membership, credit card applications, general questions, issues, merchandise returns, exchanges, product look up, and pick-ups.
• Follows tax exempt / resale membership policies in regard to the retention processes and procedures, including monitoring membership renewals and tax-exempt / resale status.
• Resolves Member concerns in a courteous and timely manner. Escalates issues to PIC and MOD when necessary.
• Assists with BOPIC (Buy Online and Pick Up In Club) orders for members.
• Maintains all club policies and procedures.
• Performs other duties as assigned, including working in other departments as needed.
• Regular, predictable, full attendance is an essential function of this job.

Qualifications

• Prior front line / customer service or previous sales experience preferred.
• Results driven with proven success in goal achievement
• Basic math skills preferred.
• Computer proficiency preferred.

Environmental Job Conditions

• Most of the time is spent frequently remaining in a stationary position on hard surfaces. There may be a need to occasionally position oneself to examine or scan merchandise, including bending, handling, pulling, reaching, and / or stooping.
• Occasionally requires lifting objects up to 30 pounds. May require lifting and moving heavy and / or awkward objects more than 30 pounds with assistance.
• Located in a comfortable indoor area with infrequent exposure to temperature extremes and loud noises. There may be occasional contact with cleaning agents.
18 days ago