Customer Service Representative

**Position Status**

**Scope of the Position**

This entry-level service position is responsible for selling retail-related products to members and the public. The incumbent performs basic duties according to well
- defined policies and procedures. The incumbent reports to the Retail Operations management team. The position requires flexibility of schedule (days/evenings and weekends).

**A. Duties, Responsibilities, Authority and Accountabilities**

**Typical Duties**:

- Performs duties associated with, but not limited to, running the retail store including taking payments from customers, providing excellent service to customers, cleaning duties, stocking shelves, and other as requested.

**Operates store according to procedure**:

- Reports to shop location as per weekly schedule, or as dispatched by Team-leader/Assistant Team-leader/s.
- Opens and closes shop in accordance with policies, process, and procedures.
- Takes payments from the customers, making proper change as required and authorized.
- Operates POS system, and credit card terminal.
- Makes requests for valid status cards and ensures that proper procedures are followed when selling non-taxed gas, cigarettes, or other non-taxed products.
- Checks records to ensure status person has not purchased beyond personal maximum allowance.
- Upon request/authorization, performs regular cash drops and fills out accompanying form/s.
- Ensures safety, security and health procedures are met on a daily basis.

**Provides service**:

- Interacts with public, providing excellent service.
- Selling tax-exempt tobacco and gasoline while knowing the governmental compliance reporting that goes with such service.
- Selling merchandise including coffee and other food items.
- Stays calm and courteous when dealing with difficult clients, quoting policy, and calling for supervisor assistance as required.
- Answers phone in a professional, courteous manner.
- Works to Retail operations’ customer service standards including:

- being helpful to fellow employees, SN members and the public,
- going the extra mile to solve customer problems,
- presenting a consistently professional image of Nch’ḵaỷ in all interactions and communications.
- Performs other customer service tasks as required by Team-leader/Assistant Team-leader/s or Management.

**Stocks merchandise**:

- Stocks shelves per Team-leader/Assistant Team-leader/s or Managements direction.
- Ensures displays are tidy, organized and eye pleasing.
- Ensures that station and shops are properly supplied, making requests for more merchandise from Team-leader/Assistant Team-leader/s as required.
- Ensures perishable products are rotated and refrigerated.

**Cleans, sweeps, and keeps tidy, buildings and properties**:

- Cleans shop. e.g., emptying garbage pails, cleaning countertops, and washrooms, dusting, removing garbage, and keeping operations tidy.
- Mops, sweeps, etc.
- Reports problems with safety, vandalism, and security to Team-leader/Assistant Team-leader/s as soon as possible.

**Completes duties associated with inventory**:

- Counts or rotates stock properly, as instructed by Team-leader/Assistant Team-leader/s.
- Checks in all shipments for accuracy against the delivery ticket e.g., proper quantity, price, and quality as instructed.
- Counts inventory as instructed.
- Closes out obsolete items as directed.
- Ensure all merchandise is properly priced.
- Provides gas inventory measurement based on the operational need of the store.

**Adheres to workplace health & safety policies, safe work practices, and procedures**:

- Organizes and de-clutters work area to maintain a safe workspace.
- Reports immediately all unsafe conditions to the supervisor.
- Reports promptly all injuries to supervisor or first aid attendant and obtains required medical attention.
- Co-operates in accident investigations.
- Informs the supervisor of any medication or medical condition that may cause impairment and create undue risk to the employee or anyone else.
- Reports working sober (free from alcohol or drugs).
- Wears personal protective equipment if required, and ensures it is in good condition.
- Offers recommendations that may help to improve safety in your workplace.
- Reports immediately to supervisor if uncertain about how to perform work safely.

**Participates as part of the Retail Operations team**:

- Contributes meaningfully to the discussion -- informs the group of activities, status of team goals and upcoming events.
- Provides Team-leader/Assistant Team-leader/s with daily updates on workload and other location details.
- Makes requests for suitable equipment, manuals, and reference material to accomplish tasks.
- Participates with the retail team in strategic decisions relating to the improvement of division and implements agreed with solutions.
- Co-operatively learns new techniques as directed by Team-leader/Assistant Team-leader/s and incorporates into daily accountabilities.
- Attends and contributes at meeti