The Customer Support Specialist (CSS) is responsible for all front end processes, including opening, closing, training and delegation of tasks to team members.
They are focused on driving profitability through promoting operational success and maximizing the customer’s experience.
Key Roles and Responsibilities
Provides customers a positive shopping experience
Regularly performs Supervisor functions. Responsible for building opening and closing tasks which includes timely openings, operational readiness, troubleshooting, team management, and building security.
Partners with General Manager (GM), or in GM's absence, District Manager, Store Director / Store Manager on non-standard issues as they arise.
Manages all front end audit and cash compliance responsibilities. Ensures team is trained in the processing of all transactions per policy.
Performs cashier duties accurately while processing all transactions per policy.
Maintains 5S standards (Sort, Straighten, Systematic cleanup, Standardize and Sustain) in all areas excluding receiving.
Maintains conditioning and housekeeping (inside and out) standards
Timely and thorough incident reporting compliance.
Submits facilities, IT, and store communication requests as needed.
Drives productivity by training, coaching, counseling employees, planning, monitoring, and appraising job results.
Performs and trains team on all customer support responsibilities
Operates all equipment in a safe manner per directed procedures.
Ensures a safe working and shopping environment while minimizing shrink and damages.
Plan, delegates, and monitors tasks ensuring they are performed in the most efficient manner adhering to policy and procedures.
Qualifications and Competencies
At least 18 years old
High School Diploma / Equivalent
Ability to work a flexible schedule including nights, weekends, and some holiday
Ability to lift a minimum of 50 lbs., team lift 100 lbs.
Contributes to a customer focused environment while demonstrating excellent service.
Communicates clearly with customers, team and leadership.
Reliable and trustworthy
Ability to work effectively independently and within a team to perform all tasks as assigned.
Maintains a positive attitude; works with a sense of urgency; demonstrates timely and thoroughly execution.
Flexible with an ability to handle multiple tasks where priorities shift with the demands of the business.
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