Guest Services Clerk

About the role

Takes ownership in order to take care of guest needs directly either by face-to-face, electronically, or telephone and responds to guest inquiries promptly.

Responds to guest inquiries regarding offers, promotions, and events.

Adopts the guidelines established by Hometown Grocers to resolve the complaints from guests.

Accurately and efficiently process transactions and accurately maintain all cash and media at Service Counter registers.

Distributes cashier tills and partner with cashiers throughout the day to ensure associate and guest needs are being met.

Records details of comments, inquiries, complaints, and actions taken.

Provides guests with exchanges, refunds, discounts, coupons, or other offers related to their retail store account activity.

Performs guest verifications, processing orders, applications, forms, and requests.

Hands additional service, including but not limited to DMV, Lottery, Rug Doctor, and ticket sales.

Directs unresolved issues and requests to the appropriate designated resource.

Contributes to the maintenance and development of standards, procedures and policies regarding guest service.

Supports and executes superior guest service.

Performs other duties as assigned.

Ensures all quality standards are being met, including quantity expectations at 100% by 10 am and 5 pm.

Regular, timely attendance in compliance with the work schedule, and adequate notice to find a replacement for occasional absences.

Responsibilities

• Takes ownership in order to take care of guest needs directly either by face-to-face, electronically, or telephone and responds to guest inquiries promptly.
• Responds to guest inquiries regarding offers, promotions, and events.
• Adopts the guidelines established by Hometown Grocers to resolve the complaints from guests.
• Accurately and efficiently process transactions and accurately maintain all cash and media at Service Counter registers.
• Distributes cashier tills and partner with cashiers throughout the day to ensure associate and guest needs are being met.
• Records details of comments, inquiries, complaints, and actions taken.
• Provides guests with exchanges, refunds, discounts, coupons, or other offers related to their retail store account activity.
• Performs guest verifications, processing orders, applications, forms, and requests.
• Hands additional service, including but not limited to DMV, Lottery, Rug Doctor, and ticket sales.
• Directs unresolved issues and requests to the appropriate designated resource.
• Contributes to the maintenance and development of standards, procedures and policies regarding guest service.
• Supports and executes superior guest service.
• Performs other duties as assigned.
• Ensures all quality standards are being met, including quantity expectations at 100% by 10 am and 5 pm.
• Regular, timely attendance in compliance with the work schedule, and adequate notice to find a replacement for occasional absences.

Qualifications

• Minimum availability must include 16 hours a week with a minimum of 8 hours per day during available days.
• Ability to process information/merchandise through register system.
• Ability to communicate with associates and guests.
• Ability to read, count, and write accurately.
• Ability to operate all equipment necessary to perform the job.
• Knowledge of wide range of goods and services of Hometown Grocers.
• Strong communication, interpersonal, and guest service skills.
• Should have sound practical judgment of priorities.
• Interest in helping and working with guests.

Physical Demands and Work Environment

• The physical demands and work environment described below are representative of those that must be met by an associate to successfully perform the essential functions of this job.
• The associate must possess the ability to stand in place for long periods of time; walk in the store; bend, stoop and kneel regularly.
• Requires fine finger and broad manual dexterity, and eye-hand-foot coordination in order to operate equipment.
• Physical ability to stand for extended periods and to move and handle boxes of merchandise and fixtures throughout the store, which entails lifting, and perform all functions as set forth above.
• Ability to work varied hours/days, including nights, weekends, and holidays, as needed.

Work Schedule

The Guest Services Clerk is an hourly position that may be part-time or full-time. The work schedule may include mornings, afternoons, evenings, weekends, and holidays within the individual’s availability.