Customer Service Specialist

Retail Garden Center Customer Service Specialist

The Retail Garden Center Customer Service Specialist is responsible for providing exceptional customer service and serving as the lead resource for the Garden Center customer service area. This role supports the daily operation of the customer service function by assisting customers in person and over the phone, training and providing direction to customer service staff, managing cash handling procedures, supporting scheduling, and ensuring established processes and standards are consistently followed.

The Customer Service Specialist serves as a key resource for employees and customers, helping to resolve questions and concerns while ensuring a welcoming, professional, and efficient customer experience. This position is responsible for opening and closing procedures, point-of-sale accuracy, cash handling, implementation and maintenance of standard operating procedures, and assisting with select product ordering and inventory needs. The role works closely with the Retail Garden Center Store Manager and other departments to support daily operations, seasonal priorities, organizational goals, and a high-quality customer experience that supports the mission of the organization and strives for sustainable business growth.

• Serve as the lead resource for the Garden Center customer service area and provide day-to-day direction and support to customer service staff.
• Provide exceptional customer service to guests in person, over the phone, and through other approved communication channels.
• Greet customers, identify their needs, answer questions, provide product and Garden Center information, and assist with purchases.
• Handle customer inquiries, concerns, complaints, returns, and exchanges in a professional and service-oriented manner.
• Model excellent customer service behaviors and ensure employees consistently follow established customer service standards.
• Escalate complex customer concerns or operational issues to the Store Manager or appropriate member of leadership.
• Maintain welcoming and organized store entrance, storefront, and market.
• Collaborate with other Garden Center staff and departments to provide a cohesive customer experience.

• Train new and existing customer service employees on customer service expectations, point-of-sale procedures, cash handling, opening and closing procedures, and applicable SOPs.
• Provide ongoing coaching, direction, and feedback to customer service staff to ensure quality work and consistent adherence to established procedures.
• Serve as a resource for employees when questions arise regarding customer service, POS procedures, policies, or daily operations.
• Assist management with identifying training needs and opportunities for improvement.
• Support the development and implementation of customer service training materials and procedures.
• Help ensure employees understand and consistently follow organizational and Garden Center policies.

• Coordinate daily coverage, breaks, and customer service assignments as needed.
• Communicate staffing needs, attendance concerns, and scheduling issues to the Store Manager.
• Assist with coordinating staffing needs during peak business periods, special events, weekends, holidays, and seasonal activities.
• Help ensure daily operational priorities are completed accurately and efficiently.
• Provide direction to staff regarding daily priorities and customer service needs.
• Communicate operational issues and recommendations to the Store Manager.

• Follow and enforce established cash handling and point-of-sale procedures.
• Complete opening and closing cash procedures accurately and securely.
• Assist with register counts, cash reconciliation, deposits, and documentation as assigned.
• Ensure accuracy in transactions, pricing, discounts, returns, exchanges, and other POS functions.
• Monitor cash handling practices and report discrepancies or concerns to management.
• Train employees on proper cash handling and POS procedures.
• Assist with troubleshooting basic POS issues and communicate system problems to the appropriate resource.
• Maintain confidentiality and security of cash, financial information, and customer information.

• Complete assigned opening procedures to ensure the Garden Center customer service area is prepared for daily operations.
• Ensure registers, POS systems, cash drawers, supplies, and customer service areas are ready prior to opening.
• Complete assigned closing procedures, including securing registers, cash, equipment, and customer…