We're looking for customer service representatives to join our growing team! The ideal candidate has prior experience answering customer questions, knowledge of computer and software applications, and strong problem-solving skills. Some of the duties may include serving as the first point of contact for customers, troubleshooting problems and handling phone calls.

Responsibilities:

· Ensure success you need to employ prudence and tact in interacting with others, and be focused on customer and staff retention.

· Preferred candidates are able to perform to a high level of accuracy, and are meticulous and organized.

· Ensures front entrance areas and common public areas such as walk ways, vestibules, and rest rooms are maintained by appropriate personnel so they are clean, neat and safe.

· Ensures sufficient quantity of grocery carts are available for customers; brings in grocery carts from parking lots as necessary.

· Act as the escalation point for customer care, both internally and externally.

· Hire, motivate and develop direct reports; promote a high level of employee engagement.

· Support and occasionally fill in for CSRs in the service center or district.

· Ensure customer expectations are met and always act with the customer’s best interest in mind; advocate for best-in-class customer experiences and a customer-focused culture.

· Manages background music in store to ensure appropriate genre and volume.

· Follows established protocol and guidelines for opening and closing cash registers each day.

· Notifies Supervisor, Store Director and/or Maintenance Associate of any equipment needing repair.

· Supporting the customer by solving problems through root cause corrective action.

· Maintaining documentation pertaining to customer service department activities.

· Provide full support to the customer business objectives while following best customer service practices.

· Work directly with customers to research and resolve complex customer inquiries; identify root causes and develop effective solutions.

· Delegates work assignments effectively.

· Coaching, training, motivating, and retaining the best talent in a performance driven organization.

· Receives and manages incoming phone calls to the store.

· Assists customers with questions about our products, availability and location of them within the store.

· Maintains accurate department records to ensure documentation of activities is available.

· Maintains proper internal controls for all customer financial transactions.

· Responsible for the balancing and reconciliation of all Cashier tills.

· Verifies and audits cash controls according to established procedures to identify and prevent cash losses.

· Coordinate and supervise the daily activities of the local CSR team to achieve a superior level of customer satisfaction; ensure customer service standards and procedures are followed.

· Promotes team work, coaches, develops and trains department associates; minimizes turnover, promotes efficiency, and controls labor costs.

· Optimize supply chain to improve lead times, reduce inventory held at the customer's location, and ensuring parts are stocked where the customer needs them, when they need them.

· Investigating and solving customer service complaints.

· Assisting with development and implementation of compliance policies, and explaining these to staff and customers.

· Works in conjunction with departments on special orders for customers.

· Works in conjunction with departments in replenishment and merchandising displays in Customer Service check stand area.

· Notifies Scanning Department of all scanning issues and concerns.

· Notifies Store Leadership of loss prevention issues in accordance with company policies and legal requirements.

· Process engineering for continuous improvement and streamlined logistics.

· Manage recruiting, training, and performance management of customer service associates

· Trains and develops employees in problem resolution, job quoting, market research and account management

· Develops employees and evaluates work performance; recommends personnel action and applies performance management/leadership techniques to assure positive employee relations

· Provides guidance toward solving work related problems, applying acceptable performance and quality standards

· Maintain documentation such as correspondence and operational records, and communicate promotional offers to customers.

· Monitor daily activities of customer service operation.

· Training staff in areas of customer service and company policies.

· Propose new ideas, concepts, and features, providing supporting data and projected results.

· Analyze, evaluate and communicate best practices with the objective of driving improvements to the customer experience.

Qualifications

- Strong proficiency in English

- Experience in data entry and customer service

- Excellent phone etiquette and communication skills

- Ability to speak multiple languages, especially Spanish

- Previous experience in sales and upselling is a plus

- Familiarity with outbound calling and analysis skills

- Computer skills for handling customer inquiries and retaining customers in a grocery store setting

Job Type: Full-time

Pay: $16.20 - $20.40 per hour

Benefits:

• 401(k)
• 401(k) matching
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Education:

• High school or equivalent (Preferred)

Experience:

• Customer service: 1 year (Preferred)

Language:

• English (Preferred)

License/Certification:

• Driver's License (Preferred)

Location:

• Fort Worth, TX (Preferred)

Ability to Relocate:

• Fort Worth, TX: Relocate before starting work (Preferred)

Work Location: In person