Customer Service Shift Leader Part-time - Easthampton

Job Details

Job Location:

River Valley Co-op Easthampton - Easthampton, MA 01027

Position Type:
Part-time

Salary Range: $22.00 Hourly

Job Shift: Open Availability

River Valley Co-op

Our Mission:
River Valley Co-op staff members are all empowered ambassadors for our cooperative’s mission of creating a just marketplace that nourishes the community.

Cooperative values and the larger cooperative movement inspire us to work together for a more sustainable and just future. As a team, we work to leverage our grocery retail's economic impact for positive social change in the food system, our environment, and our community. We are committed to social justice and developing our anti-racism and multicultural skills throughout our organization.

Our cooperatively-owned business values working together in partnership with our local food producers, other vendors and service providers, community organizations, employees, and our customers to serve our community food needs in ways that sustainably support our mutual needs and aspirations. We prioritize building and sustaining our business operations capacity to generate positive impacts for our employees, business partners, customers, local economy, the common good of our community, and the environment.

Our friendly store operations specializing in fresh, local, organically grown, and natural foods, builds community resilience and grows our local economy. We work hard and have fun doing it, act with honesty, kindness, and respect, and strive to improve every day.

Requires open availability, including evenings and weekends.

Status:
Reports to the Customer Service Manager

Supervises the Customer Service Team

Pay Level: IV, non-exempt.

Purpose:

Our Customer Service team is responsible for welcoming shoppers into our stores, both physical and virtual, and processing their orders with efficiency and accuracy. Everyone on the team’s essential contribution is to meet people where they are and to do their very best to make every shopper feel welcome and appreciated. The Customer Service Shift Leader is responsible for the day-to-day direction of the team on the sales floor to ensure that we consistently meet that responsibility.

It is essential that the Customer Service Shift Leader model positive behavior during times of intensity, assist in training new staff, and offer guidance to all customer service staff in all aspects of their job. The Customer Service Shift Leader also participates in accurate and efficient cash handling processes, including preparing deposits and reconciliation.

• Answer customer questions and resolve complaints/issues. Refer unresolved questions or problems to the Manager on Duty, department managers, or other appropriate staff.
• Issue credits to customers for returned items, adhere to the co-op policy, and ensure that returns are appropriately disposed of. Record shrink promptly and accurately.
• Promptly answer and route phone calls, answer phone questions if possible, and take and route messages as needed.
• Sign up customers for classes or other events.
• Support owner services by assembling new owner packets, signing up new owners and Food for All customers, and updating the Customer database.
• Sell gift cards in person and over the phone, including processing orders for local non-profit organizations.

• Make and manage the break schedule for the day.
• Assist Managers by contacting staff to cover call-outs.
• Train cashiers as assigned by Customer Service Management, including Point of Sale operation, product knowledge, tenders, co-op programs, and register policies.
• Resolve scan discrepancies for Customers and notify the Point of Sale Specialist, Category team, and/or Manager on Duty of any price or item discrepancies.
• Communicate with cashiers and keep them updated on products, policies, and program information.
• Maintain supplies needed for the smooth operation of the department, including bags, tape, pens, forms, sanitizer, etc.
• Direct customer service staff during downtime, including sending them to support in other areas of the store.

• Prepare daily…