Customer Service Associate

About us

THE CLAW is a leading arcade and recreation company that specializes in providing a unique claw machine experience. Our store is dedicated to providing a wide range of claw machines filled with plushies and toys that appeal to customers of all ages. Our arcade is the perfect destination for family gatherings, date nights, and quality time with friends.

As a company, our mission is to bring happiness to our customers. We believe in clawing the happiness out of every moment and creating a wonderland for all ages. Our core values are centered around teamwork, diversity, honesty, passion, customer commitment, motivation, engagement, flexibility, and entertainment. We pride ourselves on fostering a friendly and collaborative work environment that allows our employees to grow, learn, and succeed.

Overall Objective

Associates are responsible for delivering exceptional customer service and creating an enjoyable customer experience. This involves welcoming and approaching customers professionally and courteously, explaining the arcade and game rules, demonstrating how to play, assisting customers with issues, celebrating wins, and offering upgrade options. The Associate must maintain a positive attitude, and work in a fast-paced environment. By providing excellent service, the Associate contributes to the Arcade's success and ensures customers have a memorable experience. Assist management in all required tasks that play a critical role in the overall operational success for the store.

Essential Duties and Responsibilities

• Actively assist in maximizing sales volume and achievement of key performance indicators:

1. Accurately know store goals on a daily basis.

2. Cooperatively work as a member of a team to accomplish goals set forth in the store.

3. Consistently follow company policy and customer service strategies outlined by THE CLAW

• Operate and maintain claw machines to ensure proper functionality and customer satisfaction.
• Provide excellent customer service by answering questions, addressing concerns, and resolving issues promptly and professionally.
• Process transactions, handle cash and credit card payments, and maintain accurate financial records.

Other Duties and Responsibilities

• Thoroughly maintain general housekeeping on a daily basis, i.e.: vacuuming, cleaning of all fixtures and doors, trash removal, stocking product, etc.
• Collaboratively assist management in various other non-selling tasks such as shipment processing, stock counts, etc.
• Professionally communicate amongst co-workers to ensure the highest level of customer service, operational efficiencies, and teamwork.
• Appropriately maintain a positive and professional approach to work and interactions with customers and co-workers at all times.
• Thoroughly adhere to scheduling guidelines, dress code, etc. as outlined in the employee handbook and operations manual.
• Conscientiously exercise good judgment in resolving customer service issues.
• Proficiently replenish merchandise on a timely basis.
• Thoroughly possess knowledge of sales floor and stockroom organization.
• Other duties and/or special projects as assigned.

Minimum Qualifications – Education & Experience

• High school diploma or GED equivalent.
• Basic math skills related to partial cashier role (cash handling)

Minimum Qualifications – Skills & Abilities

• (Preferred) Proficent in anime topics, or anime costume play lovers.
• Intermediate computer skills.
• Ability to read, write and speak English at a proficient level.
• Prior experience in arcade, retail, or customer service preferred.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Attention to detail and ability to multitask.