Retail Floor Associate

**Job Summary**

The Retail Floor Associate is the first point of customer contact in the retail store and provides outstanding customer service by developing rapport with retail and professional customers. The Retail Floor Associate develops a working knowledge of products sold by the Company and provides customers with tailored education and product selection assistance and/or fitting within the scope of their knowledge and training. The Retail Floor Associate is a physically demanding position.

**Job Subsets**
- Solutions Associate (Entry Level Competency)
- Solutions Specialist (Intermediate Competency; advancement awarded subsequent to assessment by Training Specialists)
- Senior Solutions Specialist (Advanced Competency; advancement awarded subsequent to assessment by Training Specialists; must demonstrate advanced knowledge in all Company products and services and ability to transfer this knowledge to others; responsible for training all RFA subsets in presence or absence of RFTL, RFM, and Training Specialist; non-supervisory role)
- Other

**Organizational Status**

The Retail Floor Associate reports to the Retail Floor Team Lead and the Retail Floor Manager and collaborates with other personnel.

Strong inter-personnel collaboration within the Customer Service Department is essential to providing outstanding customer service.

**Hours**

Variable, shift work

As negotiated and required by the Company

**Work Environment**
- Indoors, rare outdoors
- Well-lit retail environment most times; occasional warehouse environment; rare unpredictable outside environment
- Standing for prolonged periods, walking, climbing stairs, using phone, computer, and other electronic devices, manual hand dexterity crouching/kneeling/bending/reaching/pushing/pulling/grasping/lifting/sitting
- PPE: Gloves should be worn when handling boxes and box cutters, gloves should be worn during and handwashing observed before and after customer fittings, high-vis vest should be worn when exposed to any motorized vehicle or machine (Alberta Occupational Health & Safety Code)

**Work Performed**
- Contributing to outstanding customer service by positively greeting, developing rapport with, and providing superior product education to every customer
- Compassionately assessing customer needs, suggesting tailored solutions, and providing product safety, care, and warranty information
- Upselling and cross-selling appropriate products and services to customers
- Assisting customers by correctly sizing and fitting orthopedic bracing, shoes, orthotics, compression garments, hernia belts, mobility aids, and other products within scope of expertise _(training dependent)_
- Adjusting medical equipment to ensure it properly and safely serves the customer
- Assisting customers with order fulfillment through multiple channels (retail, phone order, curbside, backorder, e-commerce, and other)
- Participating in structured training, independently advancing product knowledge, and sharing knowledge with team members to better serve customers
- Ensuring all customers have been properly fitting with non-returnable items and are informed of Company policies surrounding returns and exchanges before finalizing transactions
- Answering incoming calls and assisting customers over the phone
- Troubleshooting customer concerns and complaints
- Assisting health professionals with in-store product trials, when required
- Collaborating with personnel in all departments and alternate locations to maintain the highest level of operational excellence and provide a superior customer experience
- Building customer loyalty by personally providing exemplary customer service during each customer interaction
- Learning and using cloud-based ERP, POS, hand scanners, and other technology (software and hardware)
- Accurately handling payment (all types) for goods, invoices, and rentals through the POS
- Accurately handling product returns/exchanges according to Company policy (with the assistance of senior personnel when required), correctly allocating returned product for return to shelf or return to vendor, and accurately completing and submitting return documentation
- Accurately handling invoices, receipts, and required proof of purchase
- Accurately processing equipment rentals, ensuring all rented equipment meets Company standards for quality and cleanliness, documenting the state of returned equipment and allocating it to relevant personnel for replacement or repair, and escalating rental-related issues to the Retail Floor/Operations Manager
- Creating, maintaining, and locating documentation required for sales orders, third-party billing, compression garment fitting, delivery and returns, financing, and rentals
- Contributing to the maintenance of accurate customer accounts and inventory items in the ERP by documenting errors or omissions and bringing them to the attention of appropriate personnel
- Maintaining a clean workspace and ensuring all promotional material