Customer Service Staff at Green Star Cooperative Market Inc – Ithaca, New York

GreenStar offers excellent time off benefits as well as flexible and affordable health care options

Purpose: To ensure prompt and courteous customer service; provide support to and back up for front end operations, and cashiers; ensure accurate cash handling and communication during shifts. To create a hospitable environment that welcomes coworkers, customers, owners, and members of the community.

Commitment: GreenStar Co-op is committed to being an organization free from discrimination. We seek out, welcome and celebrate people with diverse identities to participate in our community-owned cooperative business structure.

Status: Level II, Support Staff, Supervised by Front End Manager

Responsibilities:

CUSTOMER SERVICE

• Assist customers with product questions in a prompt, and courteous manner, referring them to other staff when necessary.
• Greet/welcome customers as they enter the store.
• Answer customer questions and complaints, or refer to appropriate staff.
• Offer suggestions for purchases and ways to prepare products.
• Issue credits to customers for returned items, transaction errors, or membership-related corrections and process paperwork according to procedure.
• Answer and route phone calls.
• Distribute information and membership materials.
• Answer questions regarding cooperatives and GreenStar membership, and assist customers with the new membership application process, including the FLOWER program.
• Assist members with various applications, labor shift sign-out, drop boxes, surveys, voting and marketing opportunities. Knowledgeable about processes and policies as well as current news and events.
• Work as part of a team to develop a hospitable department space that feels welcoming to all.
• Participate in customer service trainings, all-staff meetings, department meetings, and OBM Huddles to stay informed.
• Knowledgeable about GreenStar’s products and services.
• Help customers place and pickup special orders.

REGISTER SUPPORT

• Open and/or close registers for the day.
• Run registers as needed, with efficiency and courtesy.
• Ensure register is cleared at end of cashier shifts.
• Provide change for cashiers as needed, accurately, efficiently and according to best cash handling practices.
• Provide assistance counting out tills whenever needed, or trouble-shooting incorrect/blended tills.
• Approve any refunds, price overrides, manual member discount overrides, suspended or voided/cancelled transactions as necessary.
• Assist cashiers in troubleshooting difficult transactions.
• Ensure smooth flow of traffic through all open cashier lanes.
• Ensure that the department schedule is followed and store is fully staffed by cashiers in case of problems with posted schedule.
• Flex break schedule as necessary to meet the needs of each day’s specific cashier schedule and actual hours worked.
• Flex department schedule to support other GreenStar locations/departments as necessary.
• Ensure Front End staff maintain professional appearance at register, and follow dress code.
• Keep registers stocked with necessary supplies and cleared of operational accumulations.
• Keep baskets, carts, bags, boxes and other Front End supplies in safe, clean and orderly condition.

CASH HANDLING

• Will work with a sense of urgency and purpose Ensure accuracy and security of all cash and cash equivalents moving through front end during shift.
• Follow all cash handling procedures with transactions, tills, safe, cash box, lock drawers and all contents.
• Ensure that Front End staff follow all cash handling procedures.
• Report any insecurities or deviance from procedure to the Manager on Duty.

COMMUNICATION

• Communicate directly with Manager on Duty during shift regarding all operations, notable incidents, cashier staffing, scheduling and breaks.
• Communicate with Customer Service Desk Staff person on following shift verbally and via logbooks.
• Understand how and when to use all logbooks, paper and electronic.

SAFETY

• Follow GreenStar safety rules.
• Assist other employees in safety needs.
• Report unsafe equipment and conditions.
• Assist with safety training needs.
• Participate in safety training programs, assist with accident investigation.
• Perform other tasks as assigned to ensure a safe and healthy work environment.

OPERATIONS

• Carry out opening and closing Customer Service Desk procedures as established by Front End Manager and in the CSD procedure binder.
• Keep Customer Service Desk and Front End of the store in clean, orderly condition during shift.
• Ensure that returns are properly delivered to departments or disposed.
• Report disorderly customers, shoplifters and any other emergencies to Manager on Duty.
• Fill out all forms accurately and completely.
• Will work with a sense of urgency and purpose
• Be able to access and perform all procedures in the CSD procedure binder.
• Assist with donation requests and pick-up, various Council and member-related forms, applications and voting materials.
• Ensure the cleanliness and order of areas displaying printed materials produced by GreenStar and from other organizations at and near the Customer Service Desk.
• Stay current on all required storewide and departmental trainings.
• Assist Front End Manager in documenting and updating procedures and checklists pertaining to CSD and cashier duties.

STOREWIDE AND OTHER DUTIES

• Attend Human Resources trainings, all-staff meetings, department meetings, and OBM Huddles to stay informed.
• Read GreenStar publications to stay informed.
• Respect and comply with storewide personnel policies.
• Describe membership benefits, and how membership investment is made.
• Adhere to scheduled shifts.
• Perform other duties as assigned.

QUALIFICATIONS AND SKILLS

• Experience serving the public.
• Experience with cash handling, POS, and/or register systems.
• Experience with multi-line telephones and paging.
• Ability to project an outgoing, friendly personality.
• Communication – effective interpersonal communication with team members.
• Demonstrated ability to follow through on commitments.
• Open to input/feedback on work performance.
• Open to giving input/feedback on Produce department.
• Self-Driven/Motivated throughout shift.
• Knowledge or interest in learning about natural foods, produce, local products.
• Demonstrated ability to handle multiple demands, stay calm, and prioritize.
• Ability to stand for long periods of time.