Customer Service Manager – Full Time

*Job Title**:* Customer Service Manager *FLSA*: Non-Exempt
*Department:* Grocery * Revision Date*: 05/2015
*General Function*:
As a Customer Service Manager, this position will be responsible for setting the department standards for customer service, employee relations, cleanliness, sanitation, and professional appearance. You will coordinate the efforts of the Customer Service department to deliver friendly, prompt, and efficient service. Additionally you will ensure a positive company image by providing courteous, friendly, and efficient customer service to customers and team members.
*Reporting Relations:*
Accountable and Reports to: Store Director; Assistant Director; Store Operations, Perishables, Health Wellness Home; Managers of Store Operations, Perishables, Health Wellness Home; Assistant Managers;
Direct Reports: Department Employees
*Primary Duties and Responsibilities*:
1. Maintains a positive attitude; creates an atmosphere of friendliness and fun through flexibility and teamwork. Generates a friendly atmosphere by encouraging employees to greet and speak to customers; providing prompt, courteous, and efficient service to customers and sets a good example.
2. Sets the department standards for customer service, employee relations, cleanliness, sanitation, and professional appearance.
3. Provides prompt, efficient and friendly customer service by exhibiting caring, concern and patience in all customer interactions and treating customers as the most important people in the store.
4. Smiles and greets customers in a friendly manner, whether the encounter takes place in the employee’s designated department or elsewhere in the store
5. Makes an effort to learn customers’ names and to address them by name whenever possible.
6. Assists customers by: (examples include)
escorting them to the products they’re looking for
securing products that are out of reach
loading or unloading heavy items
making note of and passing along customer suggestions or requests
performing other tasks in every way possible to enhance the shopping experience.
7. Answers the telephone promptly, and provides friendly, helpful service to customers who call.
8. Trains, and supervises all department employees
9. Determines weekly work schedule and establishes a daily work plan for the department.
10. Handles and satisfies customer issues.
11. Weighs postal packages, runs mail through meters, processes certified, express, UPS, registered, and insured mail.
12. Processes Western Union orders.
13. Processes utility bills, through computer systems and registers.
14. Signs on and off lottery machines.
15. Sells and redeems lottery tickets.
16. Sells money orders, cashes payroll, personal, ADC, and social security checks.
17. Sells hunting and fishing licenses.
18. Breaks down and puts money in utility drawers.
19. Signs on postal department, breaks down, and turns off postal register.
20. Processes paid outs.
21. Sends faxes for customers.
22. Counts the day’s coupons.
23. Processes refunds for customers and department approved refunds
24. Utilizes the intercom system for paging, etc. using appropriate procedures.
25. Understands and troubleshoots equipment and ensures maintenance is performed.
26. Maintains strict adherence to department and company guidelines related to personal hygiene and dress.
27. Adheres to company policies and individual store guidelines.
28. Reports to work when scheduled and works expected number of hours.
*Secondary Duties and Responsibilities:*
1. Assists customers with dry cleaning where applicable.
2. Processes bottle refunds.
3. Assists in other areas of store as needed.
4. Performs other job related duties and special projects as required
*Supervisory Responsibilities:*
Instructs, assigns, reviews and plans work of others. Maintains standards, coordinates activities. Has the authority to recommend employee discipline, transfer, discharge, and salary increases.
*Education and Experience:*
High school or equivalent experience and over six months up to one year of similar or related work experience.
*Physical Requirements:*

* Must be able to physically perform medium work exerting up to 50 pounds of force occasionally and up to 20 pounds of force frequently.
* Visual requirements include clarity of vision at distance of less than 20 inches and more than 20 feet with or without correction, depth perception, color vision, and field of vision.
* The following physical activities are necessary to perform this job: Stooping, reaching, lifting, pushing, pulling, standing, walking, talking, and hearing.

*Knowledge, Skills, Abilities and Worker Characteristics:*

* Must have the ability to solve practical problems; variety of variables with limited standardization; interpret instructions.
* Ability to do arithmetic calculations involving fractions, decimals, and percentages.
* Possess the ability to compose original correspondence; interpret written work instructions; interview job applicants; follow technical manuals and have increased contact with people.

*Working Conditions*:
This position is continuously exposed to dirt and noise. This is a fast paced work environment with significant pressure.
*Equipment Used to Perform Job:*
Fax, telephone, equipment used in the postal area, lottery and money order machines, Western Union equipment, computer, and cash register, intercom, copy machine, and machines for utility bills.
*Contacts:*
Has daily contact with customers, weekly contact with suppliers/vendors, and monthly contact with federal/state governmental or regulatory agencies.
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