Shrink Protection Specialist​/Customer Service

General Purpose

This position provides a visible presence at the Store entrances and exits, mitigating theft and fraud and maintaining a safe and secure environment for Associates and Customers. The Specialist greets all Customers in a prominent, courteous, and friendly manner, deterring theft by demonstrating a "command" presence in Company-issued vest/required black attire and monitoring the Code 50 package inspection policy. The Specialist walks the sales floor to identify and address potential theft indicators, as directed by Store Leadership, and partners with Store Leadership to ensure compliance with Loss Prevention directives and minimization of operational shortage.

The Specialist embraces Company values and protects the Ross treasure.

• Understands that safety is the number one priority and practices safe behaviors, assisting Store Leadership in maintaining a safe and secure environment for Associates and Customers.
• Provides visible "command" presence, including prominent greetings with eye contact, at Store entrances/exits and on the sales floor in Company vest/required black attire, monitoring for potential safety issues.
• Removes clutter and ensures safe, clear egress to emergency exits.

• Provides great Customer service by prominently greeting Customers, making eye contact, smiling, and answering questions in a friendly and courteous manner.
• Treats all Customers and Associates with respect.
• Demonstrates courtesy, friendliness, and professionalism at all times. Recognizes Associates using Company recognition programs.
• Regularly involves with internal and external partners, including conference calls, scheduled district meetings, educating Associates, and providing recognition.
• Executes other duties as assigned to support Loss Prevention initiatives.

• Represents and supports the Company brand at all times.
• Maintains a professional appearance in accordance with Company dress code.

• Monitors entrances, exits, and the sales floor for potential theft by identifying suspicious behavior.
• Gathers theft indicators and uses internal or external intelligence to impact shortage trends, effectively communicating to Store Leadership and Loss Prevention Leadership.
• Adheres to Company policy for external theft response.
• Executes all Company Best Practices and maximizes productivity by minimizing steps and touches while working.

• Increases store awareness of effective processes to minimize operational shortage. Trains and educates Associates on shortage reduction initiatives.
• Observes and validates proper checkout procedures for Customers and Associates.

• Manages Work Processes.
• Business Acumen.
• Plans, Aligns & Prioritizes.
• Builds Talent.
• Collaborates.
• Leading by Example.
• Communicates Effectively.
• Ensures Accountability & Execution.

• High School education or equivalent required; AA degree preferred.
• One year of retail supervisor experience or similar training is preferred.
• One year of loss prevention/security training is preferred.
• Active Security Guard License preferred.
• Ability to work effectively in a fast‑paced environment.
• Strong communication skills.
• Demonstrated ability to build and maintain relationships with the Store team.
• Excellent Customer service skills.
• Proven ability to effectively resolve conflicts.
• Must be able to comply with all applicable federal and state laws and regulations for security positions, including background screening, physical examination, fingerprinting, and/or drug and alcohol testing.

• Consistent timeliness and regular attendance.
• Ability to spend up to 100% of working time standing, walking, and moving around the Store.
• Must be able to raise or lower objects more than 25 lbs. from one level to another (including upward pulling).
• Must be able to regularly bend, stoop, or crouch (frequency and duration will vary per daily business need).
• Certain assignments may require other qualifications and skills.

• None.

Ross is an equal employment opportunity employer. We consider individuals for employment or promotion according to their skills, abilities, and experience. Ross is committed to complying with all applicable laws prohibiting discrimination based on race, color, religious creed, age, national origin, ancestry, physical, mental or developmental disability, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), veteran status, military status, marital or registered domestic partnership status, medical condition, genetic information, gender identity, sexual orientation, and any other category protected by federal, state or local laws.