Retail Customer Service Associate

Consistently delivers a positive customer experience, utilizing consultative skills to anticipate customer needs, suggest alternatives, and provide solutions. Knowledgeable in all areas of the Store’s business, including print, signs & graphics, and shipping.

Responsibilities

• Follows instructions of supervisors and assists other team members in performing store functions
• Assists in the training of store team members
• Demonstrates consultative behaviors to understand each customer’s individualized needs
• Provides customer expertise in printing, signs and graphics, and shipping product lines
• Recommends appropriate FedEx Office products and services
• Provides an outstanding customer service experience using consultative skills
• Resolves customer problems quickly and to satisfaction
• Takes complex customer orders using order systems and provides accurate pricing information
• Assembles parcels and prepares goods for shipping (wrapping, inserting into containers, weighing, affixing labels)
• Sets up and operates printing, binding, and related equipment using customer-supplied media
• Maintains a safe, clean, and orderly retail store
• Ensures confidentiality of customer data and careful handling of documents and packages
• Processes financial transactions using a Point of Sale terminal (POS), including handling cash and making change
• Cleans, repairs, and stocks printing and shipping equipment and supplies
• Stays current on retail store merchandising materials and ensures proper display of products and signage
• Takes preemptive action to prevent errors and waste
• Completes required financial paperwork and may assist with financial reporting
• Follows FedEx Office standard operating procedures and adheres to legal, HR, safety, customer service, and security policies
• Performs multiple tasks simultaneously with minimal supervision
• Looks for opportunities to improve knowledge and skills within the retail store
• Adheres to all FedEx Office team member and retail store standards
• Applies Quality concepts to daily activities and supports FedEx Office Quality initiatives
• Suggests areas for improvement in internal processes along with possible solutions
• Works with management to reduce company costs/wastes and optimize profitability

Requirements

• High school diploma or equivalent education
• 6+ months of specialized experience
• Excellent verbal and written communication skills
• Ability to stand during entire shift, excluding meal and rest periods
• Ability to move and lift 55 pounds
• Consistent ability to bend/twist at the waist and knees
• Consistent ability to communicate effectively with customers, vendors, and team members
• Consistent ability to perform work activities requiring cooperation and instruction
• Consistent ability to function in a fast-paced environment under substantial pressure
• Consistent ability to maintain attention and concentration for extended periods
• Consistent ability to work with minimal supervision
• Consistent ability to report regularly to work and maintain established business hours

Preferred Qualifications

• Quality Driven Management experience

Benefits

• Health Coverage: Full-time employees eligible for medical, dental, and vision on date of hire; part-time employees eligible after 91 days and averaging 17+ hours/week
• Flexible Spending Accounts (FSA): Available on date of hire for full-time employees; part-time eligible after 91 days and averaging 17+ hours/week
• 401(k) Plan: Company match after one year of service; eligibility begins on the first day of the month following one month of service
• Educational Assistance: Up to $5,250 per calendar year for tuition and allowable education expenses (90 days of continuous employment required)
• Paid Time Off:
  • Holiday pay, bereavement time, and accrual programs for vacation and sick time
  • Paid sick time: 1 hour accrued for every 30 hours worked, up to 72 hours (or as required by law)
  • Vacation: Accrual based on position, hours worked, and years of service
    • Part-time: Starts accruing after 1 year at 3.34 hours per 173 hours worked
    • Full-time: Starts accruing immediately (1-2 weeks in first year, increasing with tenure)
  • 4 premium holidays, 2 non-premium holidays, and 2 floating holidays
  • 2 weeks paid parental leave
  • Paid Military Leave: Up to 80 hours (full-time) or 40 hours (part-time) for short-term military leave of 21 days or less
• Adoption Assistance Program: Available to regular part-time/full-time employees with 12 months of continuous service
• Disability Insurance: LTD & STD for regular full-time employees after 180 days of active employment
• Life Insurance: Basic and supplemental life insurance and accidental death and dismemberment (AD&D) available on date of hire (not subject to minimum hours rule)
• Commuter Benefits: Available on date of hire; coverage begins two months after election
• Voluntary Benefits: Available to regular part-time/full-time employees on date of hire

Eligibility requirements apply; some benefits depend on job classification and length of employment. Benefits are subject to change and governed by formal plan documents.

Pay

Starting pay range: $20.75 - $24.37 per hour. Actual starting pay determined by experience, market level, and other job-related factors permitted by law. Eligible for additional pay, premiums, or bonuses.