Customer Service Specialist

Job Description

Exceed our customers’ evolving expectations by providing and ensuring a positive customer experience through the checkout process by remaining visible and greeting all customers. Customer Service Specialists obtain this by; minimizing the loss of products by monitoring checkout orders and customer behaviors, troubleshoot, resolve, and/or de-escalate technical issues while regularly communicating with the Customer Service Manager regarding customer interactions, asset protection, and equipment.

Job Requirements

REQUIREMENTS:

1. Ability to represent ACulture of CaringandThe Pursuit of ExcellenceÔ through the support of Big Y’s Mission & Vision.
2. Must project a clean and professional appearance.
3. Must be a team player with a positive attitude and businesslike conduct.
4. Ability to operate within Company policies, procedures, and standards.
5. Ability to work a flexible schedule in accordance with the needs of the store.
6. Attention to detail, accuracy, ability to prioritize and follow through.
7. Possess excellent organizational, interpersonal, and communication skills.
8. Ability to learn and utilize computer applications.
9. Must be 18 years of age.

ESSENTIAL FUNCTIONS:

1. Exceed our customers’ evolving expectations by providing World Class customer service and a pleasant and rewarding shopping experience.
2. Ability to represent Big Y by working together with fellow Big Y employees to deliver an exceptional customer experience.
3. Oversee and direct workflow of customer service employees.
4. Operate a register as needed. Accurately handle and secure all monies, funds, and other media as assigned.
5. Ability to facilitate an engaged environment within the self-checkout.
6. Assist Front End team with achieving all operations and sales objectives/goals for assigned area (e.g. contribution, budget, gross profit, productivity, inventory management, merchandising/signage, price checks/changes, promotions/contests, etc.).
7. Operate, clean, and maintain equipment/machinery, tools, and workstations.
8. Collaborate with management in decision-making, direction and implementation of one or more areas to ensure that operational and customer service goals are met.
9. Ability to facilitate an engaged environment for customers with returns, voiding transactions and price overrides.
10. Ability to provide technical support through basic problem solving (e.g., reboots, paper and currency jams, product look up, EFT freezes)
11. Ability to help identify potential theft & suspicious transactions at all checkouts (self-checkout, myExpress Checkout, etc.).
12. Engage in and encourage continuous improvement through ideas and innovation.
13. Adhere to and enforce all government employment and labor regulations, as well as all Company policies and procedures (e.g., employment laws concerning minors, harassment, discrimination, etc.).
14. Adhere to and enforce all government food safety and sanitation regulations, as well as all Company policies and procedures (e.g., processing, cleaning, rotating, etc.).
15. Adhere to and enforce all government safety regulations, as well as all Company policies and procedures (e.g., proper use of equipment, cleaning including bottle room, straightening, sweeping, clearing unsafe conditions, etc.), as well as report and collaborate with Risk Management on all claims.
16. Adhere to and enforce all Company loss prevention policies and procedures (e.g., monitoring self-checkout orders, identifying & reporting theft, taking accurate inventory, controlling waste and utilities, damaged goods, etc.).
17. Perform myExpress Checkout bag checks and periodically monitor myExpress Checkout transactions.
18. Bag groceries, retrieve carriages, return back-shop, and other tasks as needed.
19. Complete all training requirements by respective due dates.