Customer Service Shift Leader Part-time - Easthampton

RIVER VALLEY MARKET LLC • Easthampton, MA

9d • $22 - $0 • Onsite

About The Position

The Customer Service Shift Leader is responsible for the day-to-day direction of the Customer Service Team on the sales floor to ensure that shoppers feel welcome and appreciated. This role involves modeling positive behavior during intense periods, assisting in training new staff, and offering guidance to all customer service staff. The Shift Leader also participates in accurate and efficient cash handling processes, including preparing deposits and reconciliation.

Requirements

• Outstanding customer service skills.
• Attention to detail and good organizational skills.
• Ability to be flexible and to adapt to changing conditions quickly.
• Demonstrate objectivity, neutrality, and calmness, with an ability to stay calm under pressure.
• Demonstrate accuracy and thoroughness.
• Practical communication skills in English.
• Ability to read and comprehend instructions.
• Ability to work as a collaborative team player.
• Ability to follow through on systems, procedures, and policies.
• Ability to work efficiently in a fast-paced environment.
• Standing, walking, bending, sitting, reaching.
• Ability to stand for extended periods.
• Using hands or fingers to handle or feel.
• Repetitive use of hands for grasping, pushing, pulling, and fine manipulation.
• Ability to use office equipment with or without accommodation, computer, Point of Sale, scanner, fax, and copier.
• Ability to lift 50 lbs.

Nice To Haves

• Demonstrated ability to work with customers and co-workers from various cultural backgrounds.
• Previous experience working within a union environment.
• Familiarity with Natural foods.
• The ability to speak Spanish, French, or Swahili is a plus.

Responsibilities

• Answer customer questions and resolve complaints/issues, referring unresolved issues to the Manager on Duty or other appropriate staff.
• Issue credits to customers for returned items, adhering to co-op policy and ensuring proper disposal of returns.
• Record shrink promptly and accurately.
• Answer and route phone calls, answer phone questions if possible, and take and route messages.
• Sign up customers for classes or other events.
• Support owner services by assembling new owner packets, signing up new owners and Food for All customers, and updating the Customer database.
• Sell gift cards in person and over the phone, including processing orders for local non-profit organizations.
• Make and manage the break schedule for the day.
• Assist Managers by contacting staff to cover call-outs.
• Train cashiers as assigned by Customer Service Management, including Point of Sale operation, product knowledge, tenders, co-op programs, and register policies.
• Resolve scan discrepancies for Customers and notify the Point of Sale Specialist, Category team, and/or Manager on Duty of any price or item discrepancies.
• Communicate with cashiers and keep them updated on products, policies, and program information.
• Maintain supplies needed for the smooth operation of the department.
• Direct customer service staff during downtime, including sending them to support in other areas of the store.
• Prepare daily deposits and fill out daily cash sheets.
• Set up tills at open, deliver change as needed throughout the day, and pack up tills at the close.
• Work regular cashier shifts as assigned.
• Create and maintain a feeling of welcoming friendliness for all shoppers and community members.
• Process shopper purchases at registers and on Webcart accurately and efficiently, including discounts, coupons, and tenders.
• Package customer purchases with care, paying attention to delicate items, food safety, and customer requests.
• Offer carry-out service to shoppers.
• Maintain personal and lot safety in the parking lot.
• Accept and process Buying Club orders as needed.
• Maintain a clean, tidy, and safe work environment.
• Participate in bi-annual ownership drives.
• Be familiar with the benefits of co-op ownership and provide information to customers.
• Process owner payments.
• Make effective use of downtime, including bagging for co-workers, stocking and packaging products, maintaining full stock levels, assisting on service counters, and participating in store projects.
• Be an active participant in department and store huddles and their equivalent on Beekeeper.
• Attend storewide meetings.
• Communicate effectively with all levels of staff throughout the Co-op.
• Communicate with Customer Service Management regarding any Staff job performance or behavior concerns.
• Abide by all Co-op policies and procedures.
• Maintain a positive attitude.
• Attend and participate in team and storewide meetings.
• Perform other duties as assigned by the Customer Service Manager.

Benefits

• Cooperative values and the larger cooperative movement inspire us to work together for a more sustainable and just future.
• Leverage our grocery retail's economic impact for positive social change in the food system, our environment, and our community.
• Commitment to social justice and developing anti-racism and multicultural skills.
• Building and sustaining business operations capacity to generate positive impacts for employees, business partners, customers, local economy, the common good of our community, and the environment.
• Friendly store operations specializing in fresh, local, organically grown, and natural foods.
• Work hard and have fun.
• Act with honesty, kindness, and respect.
• Strive to improve every day.

What This Job Offers

• Job Type: Part-time
• Career Level: Mid Level
• Education Level: No Education Listed