Customer Service Associate

Unclassified - Lake City, FL

Full-time

Lake City, FL

About the position

The Customer Service Associate at Southeastern Grocers plays a vital role in enhancing customer confidence and loyalty by delivering accurate, fast, and friendly service at the customer service desk and media services. This position is essential in ensuring that customer concerns are addressed satisfactorily, either through resolution or by escalating issues to the appropriate management level. The associate is expected to adhere to company guidelines, policies, and procedures while maintaining a professional demeanor at all times. In this role, the associate will provide continuous attention to customer needs, greeting and assisting customers promptly and courteously. They will be responsible for addressing customer complaints and resolving them to the customer's satisfaction, all while maintaining composure and professionalism. If issues cannot be resolved immediately, the associate will escalate them to management with a positive attitude. The associate will also coordinate daily store cash and accounting functions, ensuring compliance with company policies and management instructions. The Customer Service Associate must maintain a thorough knowledge of front-end operations and stay updated on any changes in policies and procedures to support service levels effectively. They will manage self-checkout lanes according to company standards, ensuring that each lane is properly opened and that cash maintenance requirements are met. Troubleshooting front-end equipment issues and maintaining a clean and safe work area are also key responsibilities. The associate will exhibit professional telephone etiquette and ensure that customer inquiries are directed to the appropriate department or associate. Additionally, they will handle returned merchandise, perform cashier duties, and assist with pricing as necessary. Overall, the role requires a commitment to maintaining confidentiality and reporting any illegal activities or policy violations to management.

Responsibilities

• Provide continuous attention to customer needs; greet, assist and thank customers in a prompt, courteous and friendly manner.
• Address customer issues/complaints and resolve to full satisfaction of customer immediately, within company guidelines while maintaining composure and professionalism; appropriately escalate issues to management with a positive attitude.
• Coordinate daily store cash and accounting functions in accordance with company guidelines, policies and procedures and management instruction.
• Maintain knowledge of front end operations and stay current on changes in policies and procedures in order to preserve and proactively support department service levels and accountability.
• Manage ACM lanes according to company standards and policies; ensure each self-checkout lane is properly opened, appropriate reports are printed and cash maintenance requirements are performed.
• Troubleshoot problems with front end equipment through self-help icon on computer desktop or by contacting the retail service help desk as needed.
• Stock front end products; restock and use supply items efficiently to eliminate waste and to maintain the lowest supply cost.
• Exhibit professional telephone etiquette and ensure connection to the appropriate department or associate.
• Maintain confidentiality of information.
• Put up discarded or returned merchandise.
• Perform cashier associate duties, as necessary.
• Perform pricing duties, as necessary.
• Keep work area clean, orderly and free from safety hazards; report faulty equipment and hazards to management.
• Notify management of associate theft, customer shoplifting, unauthorized mark-downs, property defacement or any action that is illegal and/or against company policy.
• Perform other job-related duties as assigned.

Requirements

• Must be 18 years of age.
• High school diploma or equivalency.
• Ability to read, write and speak English proficiently.
• Ability to understand and follow English instructions.
• Authorization to work in the United States or the ability to obtain the same.
• Successful completion of pre-employment drug testing and background check.

Nice-to-haves

• Demonstrate strong customer service communication skills, effectively addressing and resolving customer concerns with positive business impact.
• Possess a proficient working knowledge of office, front end systems and equipment.
• Possess proficient computer skills.
• Possess demonstrated skills in the ability to perform and deliver customer service expectations.
• Demonstrate good organizational skills.
• High standard of integrity and reliability.