Customer Service Specialist

Customer Service Specialist

The Belfast Community Co-op is looking to fill a newly created role:
Customer Service Specialist! The Customer Service Specialist is responsible for ensuring a positive customer experience by contributing to the smooth function of the Customer Service department during a shift. Each shift may include providing supervision, support, and training, troubleshooting technology, opening or closing the store as scheduled, and resolving customer questions and complaints in store, on the phone, or for the curbside program.

The Belfast Community Co-op's mission is to bring locally sourced, reasonably priced, organic and natural products to all while fostering an environment where everyone is truly welcome.

This is a full-time position (30+ hours weekly) requiring weekend, early morning, and evening availability and the starting wage is $19.25/hour.

A Customer Service Specialist has advanced training in all operations departments and will use this training to assist in creating a retail ready environment, by identifying and correcting areas that need to be addressed, answer customer inquiries, and to inform decision making/problem solving in their day-to-day tasks.

ESSENTIAL FUNCTIONS

Floor Manager

• Provide in-the-moment supervision and support to cashiers by assisting with customer service and process adherence
• Troubleshoot technology and pricing issues by performing basic measures according to SOPs, and escalating as appropriate
• Resolve customer questions and complaints in a way that aligns with Co-op standards for customer service, asset protection, and staff treatment
• Facilitate cash movement through the store by completing bank orders, safe counts, and change orders according to established standards for security and accuracy
• Train others in department functions when directed by the Front End Manager
• Use on-shift experiences to identify and recommend process improvements
• Participate in creation and updates of department SOPs and training materials
• Use Beekeeper to share information with specific and general audiences
• Perform cashier tasks as scheduled, modeling leadership by upholding department standards for assigned tasks
• Participate as a member of the team, is proactive in approaching issues, and promptly course-correct when necessary
• Model leadership in safety by demonstrating best practices and bringing safety awareness to each task and interaction
• Maintain a strong awareness of the Front End department function and address issues promptly and appropriately, following store-wide standards for documentation, performance coaching, and incident reporting when called for

Shop For Me

• Follow appropriate paths for sharing challenges and making recommendations
• Provide excellent customer service for the personal shopping experience by selecting quality products and making reasonable substitutions when items are unavailable
• Answer incoming calls from customers for orders, pickups, and general inquiries
• Process all transactions accurately and efficiently
• Monitor Shop for Me queue, shop for and process orders, deliver orders to vehicles using any safety protocols the customer deems necessary
• Perform upkeep and maintenance of Webcart as needed
• When required, train other employees in the functions and responsibilities of Shop for Me
• Facilitate quick turn around of pre-orders by helping with several parts of the process: taking orders, informing customers that their orders have arrived, taking accurate payment for the products

Tier 4 Clerk (Advanced Customer Service Clerk)

• Utilize advanced training to provide excellent customer service in all operational departments of the store
• Identify deficiencies in the store and independently address and correct them (stocking, safety, cleanliness, line management, etc)
• Help to cover staffing gaps in any department in which you are trained
• Stocking (Produce, Packaged Grocery, Bulk):
  Ensure that product is faced, rotated, and stocked according to department procedures. Prep, stock, and attractively display a well-balanced product mix throughout your shift, according to established department standards. Follows established department guidelines and management direction to ensure that products are prepped and displayed appropriately to meet customer demand and manage shrink. Repack bulk items in an efficient manner following all sanitary protocols
• Cashiering:
  Check out customer purchases in a friendly, accurate, and timely manner. Provide all register services according to approved policy. Provide…