Customer Service Staff

GreenStar Cooperative Market•Ithaca, NY

13d

About The Position

GreenStar offers excellent time off benefits as well as flexible and affordable health care options Purpose: To ensure prompt and courteous customer service; provide support to and back up for front end operations, and cashiers; ensure accurate cash handling and communication during shifts. To create a hospitable environment that welcomes coworkers, customers, owners, and members of the community. Commitment: GreenStar Co-op is committed to being an organization free from discrimination. We seek out, welcome and celebrate people with diverse identities to participate in our community-owned cooperative business structure. Status: Level II, Support Staff, Supervised by Front End Manager

Requirements

Experience serving the public.
Experience with cash handling, POS, and/or register systems.
Experience with multi-line telephones and paging.
Ability to project an outgoing, friendly personality.
Communication – effective interpersonal communication with team members.
Demonstrated ability to follow through on commitments.
Open to input/feedback on work performance.
Open to giving input/feedback on Produce department.
Self-Driven/Motivated throughout shift.
Knowledge or interest in learning about natural foods, produce, local products.
Demonstrated ability to handle multiple demands, stay calm, and prioritize.
Ability to stand for long periods of time.

Responsibilities

CUSTOMER SERVICE
Assist customers with product questions in a prompt, and courteous manner, referring them to other staff when necessary.
Greet/welcome customers as they enter the store.
Answer customer questions and complaints, or refer to appropriate staff.
Offer suggestions for purchases and ways to prepare products.
Issue credits to customers for returned items, transaction errors, or membership-related corrections and process paperwork according to procedure.
Answer and route phone calls.
Distribute information and membership materials.
Answer questions regarding cooperatives and GreenStar membership, and assist customers with the new membership application process, including the FLOWER program.
Assist members with various applications, labor shift sign-out, drop boxes, surveys, voting and marketing opportunities. Knowledgeable about processes and policies as well as current news and events.
Work as part of a team to develop a hospitable department space that feels welcoming to all.
Participate in customer service trainings, all-staff meetings, department meetings, and OBM Huddles to stay informed.
Knowledgeable about GreenStar’s products and services.
Help customers place and pickup special orders.
REGISTER SUPPORT
Open and/or close registers for the day.
Run registers as needed, with efficiency and courtesy.
Ensure register is cleared at end of cashier shifts.
Provide change for cashiers as needed, accurately, efficiently and according to best cash handling practices.
Provide assistance counting out tills whenever needed, or trouble-shooting incorrect/blended tills.
Approve any refunds, price overrides, manual member discount overrides, suspended or voided/cancelled transactions as necessary.
Assist cashiers in troubleshooting difficult transactions.
Ensure smooth flow of traffic through all open cashier lanes.
Ensure that the department schedule is followed and store is fully staffed by cashiers in case of problems with posted schedule.
Flex break schedule as necessary to meet the needs of each day’s specific cashier schedule and actual hours worked.
Flex department schedule to support other GreenStar locations/departments as necessary.
Ensure Front End staff maintain professional appearance at register, and follow dress code.
Keep registers stocked with necessary supplies and cleared of operational accumulations.
Keep baskets, carts, bags, boxes and other Front End supplies in safe, clean and orderly condition.
CASH HANDLING
Will work with a sense of urgency and purpose Ensure accuracy and security of all cash and cash equivalents moving through front end during shift.
Follow all cash handling procedures with transactions, tills, safe, cash box, lock drawers and all contents.
Ensure that Front End staff follow all cash handling procedures.
Report any insecurities or deviance from procedure to the Manager on Duty.
COMMUNICATION
Communicate directly with Manager on Duty during shift regarding all operations, notable incidents, cashier staffing, scheduling and breaks.
Communicate with Customer Service Desk Staff person on following shift verbally and via logbooks.
Understand how and when to use all logbooks, paper and electronic.
SAFETY
Follow GreenStar safety rules.
Assist other employees in safety needs.
Report unsafe equipment and conditions.
Assist with safety training needs.
Participate in safety training programs, assist with accident investigation.
Perform other tasks as assigned to ensure a safe and healthy work environment.
OPERATIONS
Carry out opening and closing Customer Service Desk procedures as established by Front End Manager and in the CSD procedure binder.
Keep Customer Service Desk and Front End of the store in clean, orderly condition during shift.
Ensure that returns are properly delivered to departments or disposed.
Report disorderly customers, shoplifters and any other emergencies to Manager on Duty.
Fill out all forms accurately and completely.
Will work with a sense of urgency and purpose
Be able to access and perform all procedures in the CSD procedure binder.
Assist with donation requests and pick-up, various Council and member-related forms, applications and voting materials.
Ensure the cleanliness and order of areas displaying printed materials produced by GreenStar and from other organizations at and near the Customer Service Desk.
Stay current on all required storewide and departmental trainings.
Assist Front End Manager in documenting and updating procedures and checklists pertaining to CSD and cashier duties.
STOREWIDE AND OTHER DUTIES
Attend Human Resources trainings, all-staff meetings, department meetings, and OBM Huddles to stay informed.
Read GreenStar publications to stay informed.
Respect and comply with storewide personnel policies.
Describe membership benefits, and how membership investment is made.
Adhere to scheduled shifts.
Perform other duties as assigned.