Front End Customer Service Associate
Company: Lowes Home Improvement
Posted on: September 25, 2018
Job Title: Customer Service Associate - Front End SH0026, SH9999 Job Description General Description/Purpose The primary function of the Customer Service Associate (CSA) Front End is to assist customers with all of their shopping needs. The CSA Front End is required to respond to customer inquiries and support them throughout their shopping experience including promoting customer loyalty plans and/or extended protection/replacement plans where appropriate. Duties also include processing customer sales and returns by operating a cash register, handling internet and pick-up orders, looking up merchandise information for price matches, and providing assistance to other team members as needed. The CSA Front End is also responsible for addressing customer complaints over the phone and in person. The CSA Front End is expected to maintain a safe and secure work environment by conducting daily safety reviews, noting hazards, keeping store areas clean and organized, and monitoring for potential theft or security risks. Lastly, the CSA Front End is responsible for completing all other duties as assigned. Work Schedule Requires morning, afternoon, and evening availability any day of the week. Required to work a Corporate schedule determined by Staffing Department, but may be changed by store management based on the needs of the store. Requests to be scheduled off for a specific day require advanced notification and approval by supervisor. Hourly Full Time or Part Time: Generally scheduled 39 to 40 or 10 to 25 hours per week, respectively; more hours may be required based on the needs of the store. Scope This position reports to a Support Manager Front-End and does not have direct reports. Essential Knowledge, Skills, and Abilities Acting with Honor and Character: Integrity and Ethics Administrative Ability: Administrative Ability; Computer Use; Form, Report, and Log Completion Arithmetic Computation: Arithmetic Computation Basic Equipment Use/Assembly: Equipment Operations Being Organizationally Savvy: Organizational and Department Knowledge Communicating Effectively: English Language Proficiency; Telephone Etiquette; Verbal Communication; Written Communication Conscientiousness/Inspection/Detail Orientation: Attention to Detail; Dependability Customer Service: Customer Need Identification (Curiosity); Customer Service Orientation Decision Making: Decision-Making; Problem Solving Demonstrating Personal Flexibility: Adaptability/Flexibility; Learning; Stress Tolerance Focusing on the Bottom Line: Accountability; Initiative General Product or Service Knowledge: General Product and Service Knowledge Getting Organized: Multi-Tasking; Planning and Organizing; Time Management Keeping on Point: Sense of Urgency Loading/Receiving: Loading Managing Diverse Relationships: Diversity Awareness Policies & Procedures: Lowe's Policies and Procedures; Lowe's Safety and Loss Prevention Policies and Procedures; Return and Exchange Policies; UPC Tags Quality Awareness: Quality Awareness Reading Comprehension: Reading Comprehension Effective Date: 1/17/2017 Page 1 of 3 Job Code: Department: 665, 701, 702, 704, 706, 708 Job Title: Customer Service Associate - Front End SH0026, SH9999 Job Description Essential Knowledge, Skills, and Abilities (Continued) Register Activities: Cash Handling; Register Operation; Transactions Relating Skills: Interpersonal Skills; Listening; Sociability; Teamwork Safety Orientation: Safety Orientation Sales/Selling Orientation: Lowe's Credit Programs; Lowe's Sales Programs Key Responsibilities - Complies with all safety procedures. Detects common signs of shoplifting, theft, and other security risks, and promptly communicates them to management and/or Loss Prevention. - Processes sales transactions by operating registers; scanning and verifying product information in register; demagnetizing security tags and removing hard security tags; inspecting contents of open items; bagging merchandise; and adjusting to different types of transactions according to company guidelines. - Prevents loss by monitoring merchandise entering and leaving the store entrances and exits; assisting customers or employees who trigger the alarm, determining cause, and resolving the issue according to the company training guidelines; notifying management of potential issues and when suspicious activity or incidents occur; and deterring shoplifters. - - Addresses customer questions and complaints in person or over the phone; and transfers calls as necessary. - Greets customers and addresses and/or escalates customer complaints and notifies manager of procedure violations. - Assists associates and other team members. - Sells extended protection plans to customers when appropriate. - Responds to 3-in-Line by ensuring other registers are opened immediately. Prints order tickets and checks them against merchandise; and ensures customer loads (e.g., large ticket items) are properly checked by verifying receipts and signing off on loading tickets. - - Assists customers in loading their purchase into their car or calls code 50 to get assistance from others in the store. - Enrolls customers in the MyLowes program and activates the card. Process returns/refunds for customers; inquires about returned merchandise to find out if it is damaged; and places faulty slips on returned merchandise. - - Answers incoming phone calls and directs calls or takes messages as needed. - Looks up items that do not scan and enters them manually. - Sweeps, cleans glass, and organizes the cash register area. - Enters and submits customer orders, including pick-up-later orders. - Assists customers in picking up internet orders and calls the Assistant Store Manager (ASM) to unlock the cage when necessary. - Looks up competitor prices for products to verify price match; and looks up product information in system (e.g., Genesis). - Places completed internet orders into the cage in the internet bay in receiving or Return to Manufacturer (RTM) area for shipping. Prepares register area for customer transactions at the beginning and end of shift by confirming functionality of registers and scanners and stocking register supplies (e.g., Register tape). - - Assists customers in obtaining pick-up-later orders by loading or unloading merchandise. Effective Date: 1/17/2017 Page 2 of 3 Job Code: Department: 665, 701, 702, 704, 706, 708 Job Title: Customer Service Associate - Front End SH0026, SH9999 Job Description Physical Requirements Lifts up to 25 pounds without assistance; may lift up to 30 pounds with or without assistance. Agility : The ability to bend, stretch, twist, or reach out with the body, arms, or legs to perform job tasks. This includes the ability to move throughout all areas of the store (e.g., sales floor, receiving, register areas, lawn and garden), Lowe's property surrounding the store, or additional work areas. Climbing : The ability to climb, work, and carry items up and down ladders. Hand-Eye Coordination : The ability to coordinate one's eyes with one's fingers, wrists, or arms to move, carry, or manipulate objects or to perform other job-related tasks. Manual Dexterity : The ability to make quick, accurate, skillful, coordinated movements of one hand, one hand in coordination with its arm, or two hands to grasp, place, move, or assemble objects. Physical Strength : The ability to lift, push, pull, or carry objects using hands, arms, back, abdominal muscles, shoulders, legs, or a combination of these muscle groups. Proper Lifting Techniques : The ability to properly lift heavy objects or equipment. This includes the knowledge of correct bending and lifting techniques as needed to properly position and use one's hands, feet, legs, arms, and back to lift objects or equipment, and to push, pull, and carry heavy objects. Protective Equipment : The ability to wear all necessary personal protective equipment to perform job functions. Stamina : The ability to exert oneself physically over long periods of time. This may include performing repetitive or strenuous tasks as well as standing and sitting for long periods. Visual Acuity : The ability to see details (e.g., letters, numbers, codes, color, symbols, marks, labels, signs, video displays including iPads) clearly to accomplish work tasks in a safe and efficient manner. Work Conditions : The ability to perform job activities, with appropriate intermittent relief where applicable, under difficult work conditions such as in extreme cold, heat, inclement weather, at heights, while exposed to constant/intermittent sounds. Minimum and Preferred Qualifications Minimum Qualifications 6 months experience using a computer, including inputting, accessing, modifying, or outputting information. AND 6 months experience using a handheld device (e.g., mobile phone, LRT gun, palm pilot, tablet, iPod) to enter, access, and output information. Preferred Qualifications Associate's Degree in Business, Retail Management, Specialty related to department (e.g., design, appliances), or related field. 6 months experience identifying and selling products based on customer needs, including credit cards, installations, add-on sales, and explaining warranties, product features, and benefits. 6 months retail experience. 6 months experience as a cashier. Lowe's is an equal opportunity employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity or expression, marital status, veteran status, genetics or any other category protected under applicable law. Effective Date: 1/17/2017 Page 3 of 3
Keywords: Lowes Home Improvement, Kokomo , Front End Customer Service Associate, Hospitality & Tourism , Kokomo, Indiana
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