Guest Services Manager

$18.92 - $20.42 PER HOUR

GENERAL PURPOSE:

The purpose of this position is to ensure the successful operation of the Guest Services/Accounting Office and that Harmons' customers leave the store with a positive experience. This person will be processing refunds, answering phones, providing postal services, filling balloon orders, registering Foodie Club Cards, etc. This person will also be training new Guest Services associates and providing exceptional customer service.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Follows established departmental and store policies and procedures
• Ensures the cleanliness and sanitation of all Guest Services areas
• Stocks Guest Services with needed supplies
• Counts the Guest Services in and out; counts cash, postage, and other inventory at the beginning and end of each day
• Prepares new tills for the next day
• Rolls loose coins and sorts cash
• Prepares cash and checks for deposit
• Provides loans to cashiers
• Processes refunds
• Performs a full range of postal services
• Answers phones, sends and receives faxes, makes copies
• Trains new Guest Services associates on registering Foodie Club Cards, troubleshooting errors, and answering customer concerns/questions
• Orders Foodie Club Card brochures, password cards and login cards
• Ensures Foodie Club Cards are registered within 24 hours
• Ensures Foodie Club Card problems and errors are resolved within 24 hours
• Ensures all Guest Services associates are entering items on the tracking sheet
• Prints the Foodie Club tracking sheets weekly for Store Director review
• Sells balloons, UTA passes, movie tickets, etc.
• Provides and tracks shrink guns and bean hats to associates
• Scans items as quickly and accurately as possible
• Ensures pricing accuracy for items that are scanned
• Handles money and gives accurate change to ensure a balanced till at the end of their shift
• Provides exceptional customer service to every customer
• Answers customer questions and assists customers with finding items throughout the store
• Understands and applies Harmons' policies for checks, gift cards, WIC, etc.
• Teaches, mentors, and educates Guest Services associates to help them be successful members of the team
• Provides honest, direct, and constant feedback to Guest Services associates regarding their performance and areas of improvement
• Writes the schedule for the Guest Services
• Assists as needed to ensure the success of the store as a whole

MARGINIAL DUTIES & RESPONSIBILITIES:

Assists with "go-backs." Performs other job-related duties as assigned.

NATURE OF WORK CONTACTS:

• Consistent and daily interaction with store associates
• Consistent and daily interaction with customers

TRAINING & QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Desired knowledge, skills, and abilities:

A high school diploma or GED preferred; or any combination of education, experience, and training which provides the following knowledge, skills, and abilities:

• Basic math skills used for making change
• 10-key skills
• Ability to interpret policies and procedures
• Excellent organization and planning skills
• Must possess solid communication skills, including verbal and listening skills to effectively and efficiently communicate with customers and fellow associates
• Must possess the ability to accept constructive review and be accountable for one's own success as well as the success of your team
• Must possess integrity, a positive attitude, be mission-driven, and be self-directed with a demonstrated passion for Harmons' mission and commitment to working collaboratively
• Continually strives to be product minded, customer minded, personnel minded, detailed, consistent, and forward focused
• Ability to work weekends, evenings, and holidays

PHYSICAL/SENSORY DEMANDS:

The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work is generally performed in a safe and comfortable store environment with the possibility of frequent exposure to hot or cold conditions. While performing the duties of this job, the associate is regularly required to grasp, push, pull, carry, stoop, twist, crouch, and reach; perform tasks requiring repetitive motion and eye, hand, and foot coordination; hear and respond to customer inquiries. Also requires standing, walking, and bending throughout the entire workday and the ability to maneuver heavy objects weighing up to 30 pounds from location to location.