Job description
SUMMARY/OBJECTIVE
The Customer Experience Specialist will play an integral role in supporting a sales and service culture. They will enhance our brand as a retailer with an engaged workforce dedicated to providing exceptional service and a clean and inviting shopping environment. A successful Customer Experience Specialist actively engages with customers and has a customer first mindset. The Customer Experience Specialist is empowered to make positive decisions that are in the customer’s best interest and will collaborate with Customer Experience team members to work collectively to service our customers. This requires working in service with one another and the customer, prioritizing workload, and contributing to accomplishing the team’s key objectives.
KEY RESPONSIBILITIES
- Acknowledges and actively engages with customers in a courteous, helpful, and respectful manner; promptly and politely responds to customer inquiries and requests for support.
- Effectively communicates with leadership and team members, requesting assistance as needed.
- Influences team to communicate the benefits of current programs and collect customer email addresses at register to enhance marketing outreach.
- Observes customer interactions; processes transactions, packages purchases, replenishes supplies.
- Coordinates checkout assignments, breaks and lunches, organizes register back up as needed.
- Responds to checkout area requests (register key turns as needed); performs voids, price adjustments, cash pick-ups/deposits, register audits, currency orders, and check/credit verifications.
- Answers incoming phone calls and responds to or redirects inquiries.
- Ensures housekeeping standards maintained, including but not limited to, sweeping, trash removal, and clean up product spills.
- Organizes and straightens merchandise areas on the sales floor; replenish products as needed.
- Returns misplaced product, customer returns, product gathered in checkout area to correct area.
- Demonstrates safe work methods and practices, including reporting safety issues promptly.
- Performs responsibilities efficiently, accurately, and effectively following policies and procedures.
- Performs additional duties, as necessary including but not limited to cart retrieval, merchandising, replenishment, signing, and pricing.
IMPORTANT CHARACTERISTICS AND BEHAVIORS FOR SUCCESS
- Acts with urgency to resolve issues impacting service or sales.
- Treats all customers and team members with respect and dignity; always exhibits professional behavior.
- Collaborates and builds relationships with others to accomplish the job and deliver desired results.
- Takes personal ownership for understanding, implementing, and supporting change.
- Takes the initiative to seek out new tasks when daily tasks and assigned work is complete, reaches out for guidance.
- Demonstrates commitment to the organization by maintaining regular, punctual attendance, is reliable and follows through with responsibilities.
QUALIFICATIONS AND REQUIREMENTS
- Must be a minimum of 18 years old.
- Prior related experience in retail desired.
- Ability to work a flexible schedule to support business needs.
PHYSICAL REQUIREMENTS
- Occasionally be able to lift, push, pull and carry up to 40 pounds.
- Physical ability to perform tasks that may require prolonged standing, sitting, and other activities necessary to perform job duties.
- May involve reaching, bending, twisting, stooping, kneeling, and climbing ladders.
ABOUT CTS
CTS is a value brick and mortar home goods retailer with a specialty in seasonal products. The Christmas Tree Shops experience revolves around a trend-right, always-changing mix of merchandise that makes each customer visit a shopping adventure of anticipation and delight. The 50-year-old company has roots in the Northeast with the first store located on Cape Cod, Massachusetts, and today operates 80 stores in 20 states.
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