Job Title: Customer Experience Lead

Job Family: BMUSA Store Operations

FLSA Status: Non-Exempt Job Code: 5530

Date Created/Updated: June 2022

Summary:

To operate cash terminals in a store, process customer payment, undirected, and do related work as required. This is an entry level, hourly position that will report directly to the Customer Experience Manager.

Duties and Responsibilities:

Cash Office

• Assist in Cash Office, Returns, Customer Service & Finance Team Members
• Ability to swipe, void or otherwise assist with customer checkout.
• Operate cash terminal and verify purchase price.
• Process customer payments.
• Process finance and Leasing customers and assist in contracts
• Handle customer inquiries.
• Detect common signs of shoplifting, theft, and other security risks involving customers and co-workers and to promptly communicate potential problems to store management or security.

Returns

• Properly and accurately process and document customer returns of merchandise and exchanges.
• Accurately prepare transfer forms to track merchandise. Prepare merchandise for safe transport to the BrandsMart Service Corporation Center.

Customer Service

• Assist the Customer Service staff.
• Handle all customer calls pertaining to complaints or problems quickly and in a courteous and efficient manner. Each customer problem or complaint must be logged in a Customer Inquiry Sheet maintained in the customer service office.
• Correctly identify a customer’s difficulty and be able to provide a solution with a minimum of direct supervision.
• Solve customer problems by utilizing a variety of solutions.
• Expedite repair orders or the estimate process or shorten the normal repair time requires a diversity of skills including the knowledge of procedures followed by BrandsMart Service Company, each manufacturer, and the extended warranty provider.
• Assist Front Counter Representatives in the explanation of policies and procedures along with solving walk-in customer problems and concerns.

Required Education, Experience, and Certifications:

• Any combination of education and experience equivalent to graduation from high school or any other combination of education, training, or experience that provides the required knowledge, skills, and abilities to accurately perform the above requirements.
• Prior retail experience is preferred.
• Some supervisory experience is preferred.
• No special license is required.

Required Skills and Competencies:

• Ability to read English (or some other language as may be required for a specific store) sufficiently to read customer checks, customer identification, and similar written materials.
• Basic math skills, including addition and subtraction, necessary to verify cash register functions and make change.
• Ability to grasp and lift or otherwise move goods weighing up to 20 pounds at ten feet to the back of the cash area.
• Ability to stand and/or sit continuously perform essential job functions for six-to-eight-hour shift with one fifteen minute and one half-hour break.