Retail Customer Service Team Member

Overview

Location: Unclaimed Baggage:
Retail

Position: Retail Customer Service Team Member

Pay Grade: 5

The Retail Customer Service Team Member serves as a key point of contact for both in-store guests and online customers, delivering a seamless and high-quality experience across all channels. This role requires a positive, professional presence with a strong focus on Southern Hospitality while also managing e-Commerce Customer Support and Retail Guest Service. This team member acts as a brand ambassador, ensuring every guest interaction reflects the values and service standards of Unclaimed Baggage.

• Guest Experience (In-Store):
  Greet and engage every guest in a friendly, approachable manner and create a welcoming environment
• Serve as a knowledgeable ambassador of Unclaimed Baggage, answering questions and sharing the story of the brand
• Operate multi-line phone system and overhead paging system
• Process returns, issue store credit, and manage customer accounts within POS systems
• Maintain guest service desk operations, including forms, applications, and store materials
• Support tour group bookings, promotions, and guest services programs
• Monitor guest needs and escalate concerns or issues appropriately
• Maintain a clean, organized, and professional guest services area

• Online & E-Commerce Support:
  Provide timely and professional customer support on online sales channels
• Help with online orders (in-store pickup)
• Respond to customer inquiries, cases, and concerns quickly and effectively
• Monitor and help improve customer feedback and ratings across platforms
• Assist in dual-listed product selection
• Provide feedback on pricing and product performance to internal teams

• Operations & Support:
  Maintain accurate records, databases, and required documentation
• Assist with inventory counts and product organization across channels
• Keep workspace clean, organized, and aligned with company standards
• Support both retail floor and e-commerce operations as business needs require
• Work collaboratively with team members across departments
• Perform additional duties as assigned by management

• Ability to sit or stand for extended periods
• Ability to work on a computer for extended periods
• Light to moderate lifting, occasionally heavier items

• Excellent interpersonal and communication skills, both verbal and written
• Strong commitment to guest service and creating a positive experience
• Ability to multi-task, prioritize, and manage time effectively
• Problem-solving and decision-making skills
• Comfortable working both independently and as part of a team
• Proficient in Microsoft Office (Word, Excel, Outlook)
• Ability to learn and navigate POS systems and online sales platforms
• Professional presence with strong attention to detail
• dependable with a strong attendance record

• High school diploma or GED required
• Computer and typing skills necessary

• 40 hours per week, usually requiring one to come in at 7:30 am and stay as late as 8:30 pm
• Flexibility in scheduling is required
• Saturdays required, averaging one Saturday off per month
• All major holidays required (excluding Thanksgiving Day and Christmas Day)
• Wednesday and Friday of Thanksgiving week are required
• Annual Ski Event (1st Saturday in November) required

Reporting Relationship: Reports directly to Guest Experience & Culture Manager

Unclaimed Baggage is the nation’s only buyer and repurposer of lost luggage, offering a second life to a treasure trove of goods that airlines and other travel/hospitality companies have been unable to reunite with their former owners. It’s a 50,000 square foot brick-and-mortar retail store in Scottsboro, Alabama drawing over a million visitors a year from all 50 states and around the world.

The company also runs a philanthropic foundation called Reclaimed for Good, providing worldwide charities with millions of dollars’ worth of items. Learn about Unclaimed Baggage at  or connect online through Instagram, Facebook and Twitter.

Our Mission is to: “Redeem the lost, unclaimed, and rejected for the glory of God.” We have the stability of our 50+ year history, combined with a highly entrepreneurial mindset, constantly changing and improving for growth. Our principles are rooted in a distinctly Judeo-Christian worldview.

• Integrity:
  Do the right thing
• Excellence:
  Always reach for better
• Humility:
  Listen and learn
• Service:
  Help others win
• Teamwork:
  Grow stronger together
• Gratitude:
  Choose to be thankful
• Entrepreneurship:
  Make it happen