Merchant Card Customer Service Manager manages a team of merchant card customer service representatives. Establishes service standards and monitoring processes to identify and resolve performance issues with team or service systems and procedures. Being a Merchant Card Customer Service Manager provides development and training that ensure the team is prepared to provide efficient service. Coordinates with other internal functions to provide any technical or other services that are needed. Additionally, Merchant Card Customer Service Manager recommends changes to products or services to fulfill customer needs and to address new or unmet business needs. Requires a bachelor's degree. Typically reports to a head of a unit/department. The Merchant Card Customer Service Manager typically manages through subordinate managers and professionals in larger groups of moderate complexity. Provides input to strategic decisions that affect the functional area of responsibility. May give input into developing the budget. To be a Merchant Card Customer Service Manager typically requires 3+ years of managerial experience. Capable of resolving escalated issues arising from operations and requiring coordination with other departments. (Copyright 2024 Salary.com)
PRIMARY OBJECTIVE:
Manages front end operations in retail store to ensure positive customer relations and accurate, prompt checkout.
COMPANY WIDE RESPONSIBILITIES
1. Contributes toward ensuring a positive shopping environment for customers and a positive working environment for employees.
2. Ensures proper product handling to control shrinkage and waste.
3. Follows all company, store, and department policies and procedures.
4. Complies with federal and state regulations.
ESSENTIAL RESPONSIBILITIES
Essential responsibilities include the following. Other duties may be assigned.
1. Provides friendly and efficient customer service by demonstrating sincerity, patience and respect in all customer interactions.
2. Throughout the store, greets customers in a genuine and friendly manner. Learns customer names and uses them respectfully in greetings.
3. Assists customers throughout the store by:
- Escorting them to products they are looking for
- Loading or unloading heavy items and assisting with products that are out of reach
- Offering product and/or recipe suggestions and recommendations
- Responding to customers’ questions and requests in a timely manner
- Treating them as the most important people in the store 4. Sincerely thanks customers for their business and choosing our store.
5. Demonstrates teamwork to ensure customer satisfaction and a pleasant working and shopping environment.
6. Manages front end activity to ensure positive customer relations and accurate, prompt checkout.
- Communicates department priorities to front end staff and delegates responsibilities. - Ensures front end policies and procedures are known and adhered to, including proper product handling, proper tender and coupon handling, scanning error procedures, and price checks.
- Ensures front end cleanliness, maintenance, and sanitation.
7. Develops and implements weekly work plan for front end.
- Oversees completion of the weekly schedule to plan for best customer service while maximizing productivity.
- Monitors planned to actual and makes front end coverage adjustments to customer volume in accordance with store target.
8. Directs front end security procedures and monitors front end safety.
- Ensures front end security policies and procedures are known and adhered to; including admittance to secured areas and security tape.
- Secures cash assets and performs random cash/coupon audits.
9. Assists lead customer service representative with labor scheduling, bookkeeping, and management reports.
10. Reviews weekly management reports; checks accuracy of bookkeeping reports and deposits; reviews voids, refunds, and daily cashier exception reports.
11. Assists with training front end staff on policies, procedures, customer service, and job responsibilities.
12. Operates cash register; ensures proper handling of tender and coupons.
13. Orders supplies and forms for bookkeeping office; maintains office cleanliness and office equipment.
14. Encourages teamwork through cooperative interactions with co-workers.
SUPERVISORY RESPONSIBILITIES
Directly supervises front end employees. Direct supervision responsibilities include hiring, firing, disciplinary action, performance reviews, coaching, developing work plans, training, and providing work direction.
QUALIFICATIONS
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.
EDUCATION AND/OR EXPERIENCE
High school diploma or general education degree; one to six months related experience or training; or equivalent combination of education and experience.
MATHEMATICAL SKILLS
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
LANGUAGE SKILLS
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
REASONING ABILITY
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
FUNCTIONAL REQUIREMENTS
While performing the duties of this job, the employee is regularly required to use the hands to handle, finger or feel objects, tools or controls, and to talk or hear. The employee is frequently required to stand, walk, and reach with hands and arms. The employee is occasionally required to stoop, squat, kneel, bend, turn, or crouch. The employee must frequently lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, depth perception, and ability to adjust focus.
WORKING CONDITIONS
Work is performed in a retail store environment where there is regular exposure to outdoor temperatures through the front-end entrance, and occasional exposure to wet surfaces, refrigerated storage areas, damp or humid conditions, and heated surfaces. The noise level is moderate, consistent with a retail store environment, and does include occasional noise of power tools and equipment.
IMPORTANT DISCLAIMER NOTICE:
Within each essential functional requirement, “Frequent” represents approximately 15% of the work shift or at least ten repetitions per work shift; “Occasional” represents approximately 15% of the work shift or fewer than ten repetitions per work shift. The job duties, elements, responsibilities, skills, functions, experience, education factors, and the requirements and conditions listed in this job description are representative only and not exhaustive of the tasks that an associate may be required to perform. The Employer reserves the right to revise this job description at any time and to require associates to perform other tasks as circumstances or conditions of its business, competitive consideration or the work environment change.
Position functions may vary by store location.
Job Type: Full-time
Pay: From $19.75 per hour
Benefits:
Experience level:
Shift:
Weekly day range:
Ability to Relocate:
Work Location: In person
Clear All
0 Merchant Card Customer Service Manager jobs found in Appleton, WI area