Guest Services Representative processes pending customer orders; answers incoming telephone calls and provides clerical and organizational support to the showroom staff, all with a pleasant customer-focused attitude.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This individual must be at least 16 years of age.
Essential Duties and Responsibilities
ESSENTIAL DUTIES AND RESPONSIBILITIES:
(Other duties may be assigned as needed)
Processes pending customer orders and customer returns, verify inventory status, schedules pick-ups and deliveries. Process cash, check and credit card transactions and finance paperwork. Balances books and determines deposit.
Answers incoming phone lines and assess caller s needs and contact appropriate person by using paging system or directing the caller to internal departments.
Operate and maintain cookie shop while complying with health department standards and procedures; includes baking cookies and making coffee for customers.
Order and maintain all supplies for the showroom and cookie shop.
Type memos, correspondence, reports, and other documents for all showroom staff.
Collects and distributes mail, faxes, and messages.
Organize and prepare for all customer events; process mass mailers and traffic them appropriately.
Assists Sales Manager and showroom staff in various support functions such as verifying product information on invoices and customer account balances.
Maintain daily reports including, profit margins, financed orders, sold not delivered, daily journals, thank you cards and special orders by creating reports for managers.
Attends and participates in all training, sales and guest service meetings and offsite events.
Performs general showroom maintenance.
Adheres to safe lifting techniques, follows proper training for learned job hazards and ergonomic risk factors, participates in departmental stretching program, and overall maintains a safe working environment.
Supervisory Duties and Responsibilities
Require skills to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Must have the ability to write routine reports and correspondence to the showroom staff including sales and managers. Need to be able to speak competently before groups of customers or employees. Demonstrate the ability to communicate in English, both verbally and in written format.
Education and/or Experience
Must have or be currently working towards a high school diploma or general education degree (GED); and three months related customer service experience and/or training.
Mathematical aptitude to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Also requires skills to compute rates, ratios, and percentages and to draw and interpret bar graphs.
Must be able to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to talk; hear; stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and the ability to adjust focus.
The location of this position may vary as business needs change.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.
OTHER SKILLS AND ABILITIES
Proficiency with PC and 10 key calculator. Minimum typing skills is 30 words per minute. Knowledge of Excel, and Microsoft Word is helpful. Must have strong organizational skills and be able to handle detail-oriented work. Candidate must demonstrate ability to work effectually with the general public.
SUPPORT COMPANY STANDARDS:
Answer the telephone using proper phone etiquette
Comply with the check acceptance policy
Ask for customers e-mail address 100% of the time
Accuracy i.e., delivery or pickup dates, down payments, finance paperwork
Demonstrates customer-focused behaviors consistent with company guidelines
Maintain a professional well-groomed appearance
Communicate effectively with customers both verbal and written
Greet all customers
Ability to determine customers needs using proper inquiries
Quote accurate credit terms and prices
Estimate dates of delivery to customer, based on knowledge of firms own production and delivery schedules
Recognize and overcome customer objections
SUPPORT A POSITIVE WORK CLIMATE WITH MANAGEMENT & CO-WORKERS ACROSS THE ORGANIZATION:
Comply with policies and procedures
Demonstrate a positive mental attitude
Promote positive morale
Train others when needed
Willingness to adjust scheduled hours to meet store needs.
EMBRACE PERSONAL TRAINING, EDUCATION AND DEVELOPMENT:
Attend and participates in all training, guest service and sales meetings, as scheduled
Mentor and coach peers as needed
Communicate new procedures and expectations to peers
Learn changes/new skills
Secret Shops will be conducted to ensure selling skills are demonstrated according to company structured selling methods.
Provide feedback to peers, management and the organization
Help conduct interviews of new staff
Conduct self-performance appraisals
Conduct sales meeting as directed by Guest Services Manager