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    Customer Service Specialist

    Pit Stop
    2007 Route 104, Ontario, NY 14519
    Full-time, Part-time
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    Job Description

    Job Title: Customer Service Specialist Reports To: Store Leader and/or Team Leader

    General Description: The Team Member represents the company to its customers and works to achieve goals for customer satisfaction, sales and profitability.

     

    Essential Duties:

    1. Culture

    Expectation: Create a culture that is highly engaging for both peers and customers, where “the customer is the boss” mentality is at the forefront of everything we do. We are proud to be the faces of our communities and we need to prove that daily through personalized experiences for both our peers and external customers.

    • Uphold the values of the mission statement.

    • Consistently provide GREAT customer service

    • Make decisions and set priorities based on the customer experience.

    • Promote a positive and productive environment with open communication where everyone works as a team.

    • Maintain a family-friendly atmosphere at all times.

    • Handle customer complaints immediately by being helpful and courteous. Never argue with a customer. Notify a supervisor with any unresolved complaints.

    • Meet the chain standard by participating in community activities quarterly.

    • Sample merchandise with customers on weekly basis to promote products and drive sales.

     

    2.Brand

    Expectation: To put a consistent emphasis on the overall appearance of the location. The store should be visually inviting, well lit, and clean at all times. All fixtures should follow current planograms to ensure consistency throughout the chain.

    • Create a great first impression by maintaining the exterior appearance.

    • Maintain organization in non-planogrammed areas.

    • Create a clean and safe shopping environment that is visually appealing.

    • Promote products using properly placed and neatly hung current signage.

    • Ensure that food service and bakery products meet established guidelines for preparation and appearance.

    • Maintain the security of the store in accordance with established guidelines.

    • React to maintenance issues in a timely manner. Report issues that cannot be handled at store level to the Store Leader.

     

    3.Daily Grind

    Expectation: To prioritize tasks in a manner that drives business results. Ensure all operational needs are completed on time and within guidelines and/or policy.

    • Utilize Shift Checklists to ensure all tasks are completed on time.

    • Efficiently operate all POS terminals to meet established guidelines.

    • Follow all company guidelines in regard to the sales of age-restricted products.

    • Maintain appropriate cash levels in the register drawer. Performs safe drops as needed.

    • Accurately handle and account for all cash on hand, including the store change bank. Properly complete the Cashier Report at the end of each shift.

    • Utilize Sales Goals sheet to make adjustments in the moment to boost sales.

    • Properly complete cigarette and lottery counts at the beginning and end of every shift.

    • React to maintenance issues in a timely manner. Report issues that cannot be handled at store level to the Store Leader.

    • Answer the telephone in a professional manner.

    • Follow established food safety and sanitation guidelines.

    • Ensure consistency of food service products by following all job aids.

    • Follow company guidelines for receiving merchandise deliveries and entering invoices.

    • Handle delivered merchandise in a timely manner. Stock shelves using the FIFO method.

    • Properly handle unsaleable merchandise per established guidelines.

    • Partner with the Store Leader to conduct all necessary audits when applicable.

    • Report any problems, questions, or concerns to the Store Leader and give input to improve store operations and customer service.

    • Other tasks as assigned

     

    Supervisory Responsibilities:

    None

     

    Qualifications:

    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

     

    Language Skills:

    Demonstrates the ability to read, write and understand materials printed in English, such as safety rules, operating and maintenance instructions, and procedure manuals. Demonstrates the ability to interact and communicate effectively with Customers and Team Members the English language.

     

    Mathematical Skills:

    Demonstrates the ability to calculate figures and amounts. Demonstrates the ability to apply concepts of basic mathematics, including addition, subtraction, multiplication and division. Demonstrates the ability to count back change.

     

    Reasoning Ability:

    Demonstrates the ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Demonstrates the ability to deal with problems involving several concrete variables in standardized situations.

     

    Physical Demands:

    The physical demands described here are representative of those that must be met by all Team Members to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

     

    While performing the duties of this job, Team Members are regularly required to stand, walk, and talk or hear. Team Members are frequently required to sit; use hands to finger, handle, or feel; reach with hands and arms; and stoop, kneel, crouch, or crawl. Team Members must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, and ability to adjust focus. Team Members must be over 18 years old.

     

    Work Environment:

    The work environment characteristics described here are representative of those Team Members encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

     

    While performing the duties of this job, Team Members are occasionally exposed to outside weather conditions. The noise level in the work environment is usually moderate.

    Posting ID: 560753202Posted: 2020-07-14