Job description
Job description
Reporting directly to the Sales Manager (indirectly to the Sales Lead), the Customer Sales Agent is responsible for resolving customer queries, recommending solutions, and product sales. The Customer Sales Agent will be the first point of customer contact, will champion the iPull-uPull brand, and drive business growth by supporting customers with exceptional service.
*Responsibilities
- Proactively engage with customers at the retail location and deliver an outstanding service experience through completing transactions and by identifying opportunities for advice and solutions.
- Focus on product education to deliver an excellent customer experience, drive solutions, and retain business.
- Communicate with customers to identify needs, provide solutions, and make sales. Also liaise with colleagues and managers to find solutions to meet customer needs.
- Interact with customers via phone, email, or in person to handle any customer questions or needs.
- Contribute to team results by listening for opportunities to sell additional products.
- Answer any questions the customer may have about available products and services.
- Anticipate customer needs, following up with previous customers to offer reorders or additional products or services.
- Process customer transactions by accepting payments and completing returns with accuracy.
- Follows all cash handling and point of sale processes and policies, ensuring minimal risk of Company loss.
- Maintain customer records and ensure data is properly updated/recorded in tracking system.
- Proactively take ownership of resolving and preventing customer issues.
- Listen to customer concerns and complaints with the goal of identifying the causes of the problem.
- Refer more complex customer issues to management for resolution, providing background information as necessary.
- Maintain general building cleanliness and organize products.
- Ensure company and customer confidentiality by safeguarding customer data and payment information and preventing the unauthorized access to said information.
- Follows human resources and health & safety policies and procedures and promotes health and safety in the workplace.
- Other duties as required.
Core Competencies
- Customer Focus – Sees the world through the eyes of our customers (internal and external), understanding their needs, exceeds their expectations and sustains long term relationships.
- Driving Results - Defines his or her work in terms of results and pursues success with energy and drive.
- Communication Skills - Effectively expresses ideas and conveys information in business writing, conversations, and interactions with others.
- Collaboration - Demonstrates a sense of urgency by collaborating with others to solve problems and drive results.
- Conflict Management - Uses a calm demeanour and maintains composure when faced with aggressiveness.
- Energy - Displays enthusiasm, optimism, drive, and passion while maintaining a high level of productivity.
- Teamwork & Relationship Development - Works collaboratively with team members in order to achieve a common goal and develops, maintains, and strengthens relationships with others, both inside and outside the Company.
- Time Management and Prioritization - Continuously able to balance resources and re-establish priorities and deadlines based on changing business needs.
- Problem Solver - Able to think outside the box and quickly develop alternative solutions to meet business needs.
- Stress Management - Maintains composure under stress and utilizes prioritization skills to respond effectively to competing demands.
- Confidentiality - Demonstrates integrity, maintaining a high degree of confidentiality when discussing and delivering to business needs.
Qualifications
- Minimum of High School Diploma or GED (or working towards one).
- Minimum 1-2 years of front-line experience in a retail sales environment.
- Strong background in Customer Service, pricing, and maintaining customer relationships.
- Intermediate level proficiency with Microsoft Office applications (Word, Excel).
- Basic knowledge of computer software and office systems.
- Call center or customer service experience preferred.
- Willingness to participate in training before hire and on-the job.
- Ability to thrive in fast-paced environment, multitasking while keeping focus on the customer.
Other Requirements
- Willing to work a flexible schedule.
- Must be able to work in high stress environments.
- Must attend employer-delivered and employer-sponsored training as required.
- Interact with Managers, employees, coworkers, vendors and customers.
- Equipment and tools include: Computer, POS systems, keys, hand tools, heavy equipment, various machinery.
- This non-exempt position will work various hours to meet the needs of customers and business operations. May include days, evenings, overtime, weekends, and holidays.
Working Conditions
- The incumbent will be required to work in both a retail and shop setting.
- Will perform work both indoors and outdoors. Must be able to work outdoors in various weather conditions.
- Must wear applicable PPE at all times (i.e., steel toed boots) when required.
- Low to moderate noise levels consistent within the industry.
- Safety sensitive position in a continuously changing environment.
Physical Requirements
- Maintaining body equilibrium and agility to prevent falling when walking, standing, or crouching.
- Bending the body at the waist, the legs at the knees, and extending arms and hands in any direction in a repetitive manner.
- Standing, walking, and speaking for long periods of time.
- Typing, punching or applying pressure to an object with fingers and palm.
- Perceiving size, shape, temperature or texture by touching with the fingertips.
- Constantly lift up to 10lbs, push/pull up to 10lbs, reach overhead, reach outward, kneel, squat and perform repetitive hand motion.
- Frequently lift 11-20lbs, push/pull 11-20lbs, stand, sit, walk-normal surfaces, walk-slippery surfaces, walk-uneven surfaces, bend, use keyboard/ten key, perform fine dexterity with hands and grasping/holding.
- Occasionally lift 21-50lbs, push/pull 21-50lbs.
- Rarely lift 51-100lbs, push/pull 51-100lbs, climb and crawl.
COVID-19 considerations:
Following Provincial Guidelines
Full-time hours: 40-45 hours per week
Salary: $16.00-$19.00/hr
Pay: $16.00-$19.00 per hour
Benefits:
- Dental care
- Extended health care
- On-site parking
- Vision care
Experience:
- Customer service: 1 year (preferred)
Work Location: In person
