Customer Service Specialist

Apply Job Type Full-time Description The Belfast Community Co-op is looking to fill a newly created role: Customer Service Specialist ! The Customer Service Specialist is responsible for ensuring a positive customer experience by contributing to the smooth function of the Customer Service department during a shift. Each shift may include providing supervision, support, and training, troubleshooting technology, opening or closing the store as scheduled, and resolving customer questions and complaints in store, on the phone, or for the curbside program. The Belfast Community Co-op’s mission is to bring locally sourced, reasonably priced, organic and natural products to all while fostering an environment where everyone is truly welcome. This is a full-time position (30+ hours weekly) requiring weekend, early morning, and evening availability and the starting wage is $19.25/hour. A Customer Service Specialist has advanced training in all operations departments and will use this training to assist in creating a retail ready environment, by identifying and correcting areas that need to be addressed, answer customer inquiries, and to inform decision making/problem solving in their day-to-day tasks. ESSENTIAL FUNCTIONS Floor Manager Provide in-the-moment supervision and support to cashiers by assisting with customer service and process adherence Troubleshoot technology and pricing issues by performing basic measures according to SOPs, and escalating as appropriate Resolve customer questions and complaints in a way that aligns with Co-op standards for customer service, asset protection, and staff treatment Facilitate cash movement through the store by completing bank orders, safe counts, and change orders according to established standards for security and accuracy Train others in department functions when directed by the Front End Manager Use on-shift experiences to identify and recommend process improvements Participate in creation and updates of department SOPs and training materials Use Beekeeper to share information with specific and general audiences Perform cashier tasks as scheduled, modeling leadership by upholding department standards for assigned tasks Participate as a member of the team, is proactive in approaching issues, and promptly course-correct when necessary Model leadership in safety by demonstrating best practices and bringing safety awareness to each task and interaction Maintain a strong awareness of the Front End department function and address issues promptly and appropriately, following store-wide standards for documentation, performance coaching, and incident reporting when called for Shop For Me Follow appropriate paths for sharing challenges and making recommendations Provide excellent customer service for the personal shopping experience by selecting quality products and making reasonable substitutions when items are unavailable Answer incoming calls from customers for orders, pickups, and general inquiries Process all transactions accurately and efficiently Monitor Shop for Me queue, shop for and process orders, deliver orders to vehicles using any safety protocols the customer deems necessary Perform upkeep and maintenance of Webcart as needed When required, train other employees in the functions and responsibilities of Shop for Me Facilitate quick turn around of pre-orders by helping with several parts of the process: taking orders, informing customers that their orders have arrived, taking accurate payment for the products Tier 4 Clerk (Advanced Customer Service Clerk) Utilize advanced training to provide excellent customer service in all operational departments of the store Identify deficiencies in the store and independently address and correct them (stocking, safety, cleanliness, line management, etc) Help to cover staffing gaps in any department in which you are trained Stocking (Produce, Packaged Grocery, Bulk): Ensure that product is faced, rotated, and stocked according to department procedures. Prep, stock, and attractively display a well-balanced product mix throughout your shift, according to established department standards. Follows established department guidelines and management direction to ensure that products are prepped and displayed appropriately to meet customer demand and manage shrink. Repack bulk items in an efficient manner following all sanitary protocols Cashiering: Check out customer purchases in a friendly, accurate, and timely manner. Provide all register services according to approved policy. Provide accurate accounting to the bookkeeping department. Balance cash drawer within the guidelines of acceptability. Practice excellent cash handling. Follow Maine State Laws including regulations for the sale of alcoholic beverages GENERAL EXPECTATIONS FOR ALL WORKERS Essential Functions of all Positions: Provide exceptional customer service to internal & external customers, both in person & via phone Wear any required uniform (nametag, apron, chef coat, etc.) so as to be easily identifiable to customers and able to work safely (hair covering, closed toed shoes, etc.) Ask for help from co-workers and provides help to customers and co-workers as needed Work efficiently and safely Take initiative and work as a part of a team Approach work with a positive attitude Collaborate with others to find solutions and accept solutions once determined Continue to learn and develop knowledge as it relates to the position, co-op, and industry Demonstrate regular and dependable attendance Follow department procedures and SOPs Requirements QUALIFICATIONS (knowledge, skills, and abilities) Preferred: Knowledge of ECRS Catapult Culinary/natural foods experience Knowledge of special diets, allergies, dietary restrictions Familiarity with the products carried at the co-op Minimum: Managerial experience in a retail setting Experience handling cash Experience using a Point of Sale (POS) system Demonstrated ability to perform customer service in person and over the phone Problem-solving skills, including assessing complex situations, determining action steps, and communicating evolving plans to a varied audience Strong written and verbal communication Ability to manage multiple time-sensitive tasks PHYSICAL DEMANDS AND WORK ENVIRONMENT The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit, stand, walk, use hands to handle, feel, and for fine manipulation. The employee is frequently required to reach with hands and arms; climb or balance; bend, stoop, kneel, crouch, or crawl. The employee must 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, color vision, and ability to adjust focus. This position requires frequent interaction with the public, in person and over the telephone. WORK AUTHORIZATION The successful candidate must be legally authorized to work in the United States. The Co-op follows all federal and Maine laws related to employment eligibility verification. The Co-op will not request more or different documents than required, refuse legally acceptable documents, or discriminate based on citizenship, immigration status, or national origin where protected by law. BACKGROUND CHECK The Co-op does not ask about criminal history on the initial application or state that applicants with criminal histories may not apply, except where a legal exception applies. Candidates will have an opportunity to explain criminal-history information, including rehabilitation, as required by Maine law. If a third-party consumer report is used, the Co-op will follow all FCRA notice, authorization, and adverse-action procedures. SUBSTANCE-FREE / FIT-FOR-DUTY The Co-op requires workers to report fit for duty and comply with its substance-free workplace policy, including rules on impairment and on use, possession, or distribution while working or on Co-op property, consistent with Maine and federal law. REASONABLE ACCOMMODATION The Co-op provides reasonable accommodations to qualified applicants and employees with disabilities; to applicants and employees with known limitations related to pregnancy, childbirth, lactation, or related medical conditions; and for sincerely held religious beliefs or practices, unless doing so would impose an undue hardship or as otherwise permitted by law. Workers or applicants who need an accommodation should contact Human Resources to begin the interactive process. EQUAL EMPLOYMENT OPPORTUNITY (EEO) EMPLOYER The Belfast Community Co-op does not discriminate in employment. All employment decisions are made without regard to race, color, religion, sex, pregnancy, childbirth, lactation or related conditions, sexual orientation, gender identity or expression, age, ancestry, national origin, familial status, marital status, physical or mental disability, genetic information or predisposition, military or veteran status, citizenship or immigration status where protected, protected workers' compensation activity, protected whistleblower activity, having sought or received an order of protection, or any other status protected by Maine or federal law. The Co-op is an Equal Opportunity Employer. Salary Description $19.25 Hourly