Customer Service

Additional Considerations (if Any)

At Hy-Vee, our people are our strength. We promise “a helpful smile in every aisle” and those smiles can only come from a workforce that is fully engaged and committed to supporting our customers and each other.

About the role

Job Title: Customer Service Department: Grocery
FLSA: Non-Exempt
General Function: Responsible for processing mail, Western Union orders, utility bills, cashing checks, selling money orders, collecting dry cleaning orders for customers.

Responsibilities

• Provides prompt, efficient and friendly customer service by exhibiting caring, concern and patience in all customer interactions and treating customers as the most important people in the store.
• Smiles and greets customers in a friendly manner, whether the encounter takes place in the employee’s designated department or elsewhere in the store.
• Makes an effort to learn customers’ names and to address them by name whenever possible.
• Affords assistance by:
• Escorting customers to the products they’re looking for
• Securing products that are out of reach
• Loading or unloading heavy items
• Making note of and passing along customer suggestions or requests
• Performing other tasks in every way possible to enhance the shopping experience.
• Answers the telephone promptly and provides friendly, helpful service to customers who call.
• Works with co-workers as a team to ensure customer satisfaction and a pleasant work environment.
• Weighs postal packages, runs mail through meters, processes certified, express, UPS, registered, and insured mail.
• Processes Western Union orders.
• Sells money orders, cashes payroll, personal, ADC, and social security checks.
• Sells hunting and fishing licenses.
• Breaks down and puts money in utility drawers.
• Signed on postal department, breaks down, and turns off postal register.
• Processes paid outs.
• Sends faxes for customers.
• Counts the days’ coupons.
• Processes refunds for customers and department approved refunds.
• Answers the telephone for the store using appropriate telephone techniques.
• Utilizes the intercom system for paging, etc. using appropriate procedures.
• Removes trash in a timely manner.
• Maintains strict adherence to department and company guidelines related to personal hygiene and dress.
• Adheres to company policies and individual store guidelines.
• Reports to work when scheduled and on time.

Secondary Duties And Responsibilities

• Signed on and off lottery machines.
• Affords assistance with dry cleaning where applicable.
• Affords assistance at the registers where necessary.
• Sells and redeems lottery tickets.
• Processes bottle refunds.
• Affords assistance in other areas of store as needed.
• Performs other job related duties and special projects as required.

Knowledge, Skills, Abilities And Worker Characteristics

• Must have the ability to solve practical problems; variety of variables with limited standardization; interpret instructions.
• Must have the ability to do arithmetic calculations involving fractions, decimals, and percentages.
• Must be able to file, post, and mail materials; copy data from one record to another; interview to obtain basic information; guide people and provide basic direction.

Education And Experience

High school or equivalent experience and over six months up to one year of similar or related work experience.

Physical Requirements

• Must be able to physically perform medium work exerting up to 50 pounds of force occasionally and up to 20 pounds of force frequently.
• Visual requirements include clarity of vision at distance of less than 20 inches and more than 20 feet with or without correction, depth perception, color vision, and field of vision.
• The following physical activities are necessary to perform this job: Stooping, reaching, lifting, pushing, pulling, standing, walking, talking, and hearing.

Working Conditions

This position is continuously exposed to dirt and noise. This is a fast paced work environment with significant pressure.

Equipment Used to Perform Job

• Fax
• telephone
• equipment used in the postal area
• lottery and money order machines
• Western Union equipment
• computer
• cash register
• intercom

Contacts

• Daily contact with customers
• Weekly contact with suppliers/vendors
• Monthly contact with federal/state governmental or regulatory agencies