Universal Pro Associate

Pay Range: $20.4 - $22.15

Universal Pro Associates (UPA) are responsible for providing outstanding customer service and ensuring Pro customer’s transactions are handled quickly and accurately. The Universal Pro Associate will drive customer acquisitions by asking probing project questions and being knowledgeable about Pro and loyalty programs. Supporting the Pro desk by maintaining department standards of the Pro desk area and lumber canopy, offering loading and order picking assistance as needed, and will transition Pro customers to the PASA for more complex orders.

Each associate has the responsibility of providing a safe working and shopping environment by following all safety policies and standards, completing specified safety training, immediately correcting hazards and unsafe conditions or reporting conditions to the Manager on Duty, and working safely as not to endanger themselves, coworkers, vendors, or customers.

• Universal Pro Associates should greet, engage and thank every customer.
• While processing sales transactions, perform fast and accurate customer service during all customers interactions including POS register/COM check out, phone sales transactions, customer inquiries, and ensuring BOPIS/will call/delivery transactions are performed timely.
• Assist PASAs in driving Pro loyalty programs by increasing Pro Xtra registration, Local Pro, HDCC sign ups, and utilize Pro programs (Pro volume pricing, bulk, etc.) to drive sales.
• Demonstrate selling behaviours by being available and engaged with customers, to identify Pro’s needs and provide fast and accurate transactions.
• Standards: ensure Pro Desk, off-shelf and lumber canopy are well stocked, faced with adequate signage.
• Welcome Pro customers to the Pro Desk to deliver speed of checkout: process customer orders accurately, quickly, and safely using processes and techniques outlined in Cashier training.

• GET – Makes customers the first priority, actively seeks out customers, greets, engages and thanks all customers, offers assistance.
• Demonstrates a basic knowledge of products, services and procedures in assigned area and nearby departments, knows priority articles.
• Seeks to fully understand the customers’ needs, provides customer with the best solution even if it involves a price reduction, contacts other associates/leaders as needed.
• Asks customers about their project and provides appropriate related items and services for total project, sells the whole project.

• Maintains a clean and uncluttered store environment, ensures that department/area and aisles are clear, product is easily accessible to customers.
• Ensures product is fully packed down and in-stock at all times.
• Ensures aisles and products, specials etc. are all clearly and attractively signed.
• Follows safety policies and procedures, identifies and corrects safety hazards, reports violations, and encourages others to work safely standards.
• Working relationships - Works effectively with others, resolves conflict, listens well, and shares knowledge with others.

• Customer Focus
• Safety & Compliance

• Processes transactions efficiently minimizes voids/clearance actions, minimizes quantity key usage, and maximizes scanner usage.
• Handles dissatisfied customers or customer complaints effectively, defuses negative situations as appropriate; show diplomacy; guides toward positive resolution; conveys a sense of competence and effectiveness to customer. Escalates the issue to manager when appropriate.
• Flexible to work different roles at the frontend including the returns desk or special services and assists in other departments of the store, including staffing outdoor seasonal tills, where required.

• Reports to Department Supervisor

• NA

• Bending, stooping,…