Customer Service Rep

This entry-level service position is responsible for selling retail-related products to membership and the public. The incumbent performs basic duties according to well-defined policies and procedures. The incumbent reports to the Retail Operations management team. The position requires flexibility of schedule (days/evenings and weekends).

Duties, Responsibilities, Authority, and Accountabilities

• Performs duties associated with, but not limited to, running the retail store including taking payments from customers, providing excellent service to customers, cleaning duties, stocking shelves, and others as requested.
• Operates store according to the procedure:
  • Reports to shop location as per weekly schedule, or as dispatched by Team-leader/Assistant Team-leader/s.
  • Opens and closes shop in accordance with policies, processes, and procedures.
  • Takes payments from the customers, making proper changes as required and authorized.
  • Operates POS system, and credit card terminal.
  • Makes requests for valid status cards and ensures that proper procedures are followed when selling non-taxed gas, cigarettes, or other non-taxed products.
  • Checks records to ensure a status person has not purchased beyond personal maximum allowance.
  • Upon request/authorization, performs regular cash drops and fills out accompanying form/s.
  • Ensures safety, security, and health procedures are met daily.

Provides service

• Interacts with public, providing excellent service.
• Selling tax-exempt tobacco and gasoline while knowing the governmental compliance reporting that goes with such service.
• Selling merchandise including coffee and other food items
• Stays calm and courteous when dealing with difficult clients, quoting policy and calling for supervisor assistance as required.
• Answers phone in a professional, courteous manner.
• Works to Retail operations’ customer service standards including:
  • being helpful to fellow employees, SN members, and the public,
  • going the extra mile to solve customer problems,
  • presenting a consistently professional image of Nch’ḵaỷ in all interactions and communications.
• Performs other customer service tasks as required by Team-leader/Assistant Team-leader/s or Management.

Stocks merchandise

• Stocks shelves per Team-leader/Assistant Team-leader/s or Managements direction.
• Ensures displays are tidy, organized, and eye-pleasing.
• Ensures that station and shops are properly supplied, making requests for more merchandise from Team-leader/Assistant Team-leader/s as required.
• Ensures perishable products are rotated and refrigerated.

Cleans, sweeps, and keeps tidy, buildings and properties

• Cleans shop. e.g. emptying garbage pails, cleaning countertops, and washrooms, dusting, removing garbage, and keeping operation tidy.
• Mops, sweeps, etc.
• Reports problems with safety, vandalism and security to Team-leader/Assistant Team-leader/s as soon as possible.

Completes duties associated with inventory

• Counts or rotates stock properly, as instructed by Team-leader/Assistant Team-leader/s.
• Checks in all shipments for accuracy against the delivery ticket e.g., proper quantity, price, and quality as instructed.
• Counts inventory as instructed.
• Closes out obsolete items as directed.
• Ensure all merchandise is properly priced.
• Provides gas inventory measurement based on the operational need of the store.

Adheres to workplace health & safety policies, safe work practices, and procedures.

• Organizes and de-clutters work area to maintain a safe workspace.
• Reports immediately all unsafe conditions to the supervisor.
• Reports promptly all injuries to the supervisor or first aid attendant and obtains required medical attention.
• Co-operates in accident investigations.
• Informs supervisor of any medication or medical condition that may cause impairment and create undue risk to the employee or anyone else.
• Offers recommendations that may help to improve safety in your workplace.

Participates as part of Retail Operations team

Contributes meaningfully to the discussion

• - informs a group of activities, the status of team goals, and upcoming events.
• Provides Team-leader/Assistant Team-leader/s with daily updates on workload and other location details.
• Makes requests for suitable equipment, manuals, and reference material to accomplish tasks.
• Participates with retail team in strategic decisions relating to the improvement of division and implements agreed solutions.
• Co-operatively learns new techniques as directed by Team-leader/Assistant Team-leader/s and incorporates into daily accountabilities.
• Attends and contributes at meetings requested by management.

Other

• Perform other duties as required.

Reporting Responsibilities and Authorities from Supervisor

• North Vancouver Retail Team Leader

Knowledge, Skills, and Experience

• Must be flexible of schedule (days/evenings and weekends) and cannot switch to Monday to Friday day shift.
• Good organizational and time-management skills.
• Strong team player with solid communication skills.
• High levels of integrity and ability to handle confidential information.
• Ability to work independently within established guidelines and procedures and as a member of a team.
• Willingness to be flexible and adaptable to changing priorities.
• Strong multi-tasking and organization skills.
• Ability to set and manage priorities to meet deadlines.
• Strong people skills and the ability to interact with colleagues and senior management to maintain quality.