Customer Service Representative (CSR)

Addresses all customer concerns in a proactive and timely manner according to company standards
Develop standard procedures and policies to better serve customer base
Accurately report on variances and establish earlier warnings for variance.
Initiates and conducts review meetings for new customer repair and overhaul programs
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.
Evaluate and develop plan to remedy single point of failures and drive prevention of future customer issues.
Maintains a safe and clean environment to ensure health code and OSHA requirements are met.
Analyzes customer and associate feedback to identify areas needing improvement and develops processes and/or procedures to address those issues in conjunction with the Store Director.
Performs duties of Customer Service staff as required.
Supervise a frontline team of ten-fifteen representatives.
Coordinates the resolution of all customer issues related to pricing, schedule, cost, quality, warranty, invoicing, and technical matters
Evaluate customer support results and prepare action plan for improvements
Resolve problems that affect the service, efficiency, and productivity of the customer service associates
Provide customers with product information, availability, lead-time and making product/repair recommendations
Receives and forwards customer feedback (comment cards, complaints, suggestions, etc.) to the appropriate department and Store Manager.
Establish ongoing reporting and key performance indicators for measuring success.

Provide consistent and timely updates and reporting with the right data to enable decision making.
Overseeing and assessing customer service staff activities, providing them with regular performance-related feedback.
Analyze, develop and monitor metrics and key performance indicators; provide appropriate reporting to senior management.
Proactively work with Operations, Sales, Marketing and Communications to continuously improve business practices and processes.
Communicate & assist the other Department Managers with customer discrepancies
Communicates any changes in customer requirements to the organization

Job Types: Full-time, Part-time, Temporary

Pay: $19.00
– $26.00 per hour

Benefits:
401(k)
Employee discount
Paid time off
Schedule:
Monday to Friday
Supplemental Pay:
Commission pay
Signing bonus
Ability to commute/relocate:
Bunkie, LA 71322: Reliably commute or planning to relocate before starting work (Preferred)
Education:
High school or equivalent (Preferred)
Work Location: One location