Customer Service Representative / Pawnbroker

Pawnbroker / Customer Service Representative

Summary: Customer service, loan/sales transactions, general store maintenance, and inventory control

Reports to: Store Manager / Assistant Manager

Highlighted Responsibilities:

· Engages with customers promptly, greeting them in a friendly and professional manner, and interacting with them on pawn store business

o Creates a positive and memorable customer experience, working in concert with their team

o Interacts with customers to assess their needs and recommend appropriate financial solutions

§ Purchases merchandise from customers

§ Loans money against customer property in accordance with Store and Company policies, established procedures and practices, and all applicable laws

§ Documents transactions carefully and thoroughly, following procedures carefully and requesting assistance when needed

§ Demonstrates a positive attitude, fosters an environment that is welcoming to customers and pride in the work

§ Demonstrates commitment to asset protection through inventory control, proper safety procedures, documentation, and securing customers’ loans

o Answers incoming calls according to company standards

§ Effectively communications with customer regarding the legal aspects of the pawn and buy transactions

· Displays respect for customers, other employees and visitors; as well as respect for his/her job

o Communicates effectively and professionally

o Arrives on time as scheduled or notifies appropriate supervisor or store personnel in a timely manner of any anticipated tardy arrival or unscheduled day off

o Shows up as scheduled for store meetings and other appointments

o Learns about all pawn store policies, procedures, practices and products

§ Attends initial and ongoing training provided by the company and leaders

§ Actively participates in the on the job training that is provided

§ Demonstrates behaviors taught in the training

§ Stays knowledgeable and continues to update that knowledge as changes occur

§ Practices what they have learned

§ Follows the lead of their supervisors and more senior staff

· Responds positively to instruction, coaching and counseling from peers and leaders in the company

o If asked to change a behavior, does so without repeated reminders

o When goals are assigned, works diligently to accomplish those goals

o Asks questions to better understand anything that is unclear

o Seeks guidance when unsure about proper procedure or practices

o Speaks up if he/she has made a mistake and seeks assistance to correct errors promptly

o Learns from mistakes and works to prevent repetition of errors

· Demonstrates initiative by seeking out additional work whenever possible

· Demonstrates supportive and professional attitude toward all personnel in all locations

· Other duties as assigned

Minimum Qualifications:

· High School Diploma or equivalent

· Minimum 18 years of age

· 2+ years’ experience handling cash/credit transactions; retail or customer service experience helpful

· Customer service focus and strong attention to detail

· Knowledge of jewelry and general merchandise beneficial

· Solid written and spoken communication skills

· Excellent work ethic and strong knowledge of business

· Proficiency with basic computer programs, ability to learn new software/technology

· Must be able to lift 30 lbs.