Job Summary

Serves as team Leader of the Customer Service area. Leads a group of associates performing customer service functions such as refunds exchanges price adjustments layaways etc.

Duties and Responsibilities :

Leads a group of customer service associates. Handles difficult nonrouting issues trains new associates and implements an ongoing training program for all customer service associates.

Ensures associates are aware of changes to store policies procedures etc. Provides input to associate work performance reviews keeps supervisor informed of status of work operations problems etc.

• Performs all or a combination of the following functions Special orders for authorized merchandise including items from mail order catalogs provides layaway services and resolves routine customer complaints.
• Refunds or exchanges merchandise for authorized patrons checks merchandise for damage or ticket switching ensuring sales receipts accompany refund or exchange requests contacts appropriate personnel to return merchandise to the sales floor or stockroom.
• Requests for refunds and adjustments as well as customer complaints that are unusual in nature to be referred to higher grade associate. T
• akes orders in connection with the repair of items such as electrical appliances and gardening equipment.
• Maintains log of items sent to designated companies indicating name of individual serial number of item date brought in and other pertinent information.
• Follows up with companies and notifies customer when repair is made.
• Checks merchandise transfers and insures requested items are boxed and shipped out.
• Arranges for necessary transportation to branches. Completes merchandise transfers including extending cost and totaling amounts indicated.
• Maintains inventory stock cards on furniture and or appliances to reflect the warehouse inventory balance. Posts to appropriate records the number and category of merchandise sold from documentation provided by sales personnel.

• Documentation includes transfer of proper inventory balance. Documentation includes transfer of furniture and appliances to various locations of the Exchange.
• Provides customers with specific product information based on knowledge of manufactures catalogues and data obtained from company representatives.
• Completes appropriate documents for payment by deferred payment plan DPP indicating initial and subsequent payments. Checks for proper identification and entitlement for use of the DPP as required.
• May operate a cash register in accordance with established cash control procedures. Completes daily cash report and is responsible for own cash fund.
• Performs other related duties as assigned.
• Works under the general supervision of a designated supervisor who provides instructions and procedures and is available for assistance and guidance in connection with problems.

Work is reviewed in terms of adherence to applicable procedures and efficiency of accomplishment of assigned customer services functions

GENERAL EXPERIENCE

6 months responsible experience in clerical office or retail sales store work of any kind in which the applicant has demonstrated the ability to perform satisfactorily in the position to be filled.

AND SPECIALIZED EXPERIENCE

6 months progressively responsible experience in retail sales performing the kind of duties which constitute the principal work of the position to be filled.

SUBSTITUTION OF EDUCATION FOR EXPERIENCE

Study completed in a college university or junior college above the high school level may be substituted on the basis of one-half academic year of study for 6 months of experience.

At any level specialized experience may be substituted for required general experience.

Last updated : 2024-04-24