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Customer Service Professional/Representative

Summary/Objective
Under the direction of the Store Manager, the Customer Service Professional is responsible for store sales growth, customer engagement, and customer retention. Actively provides premier customer service and internal marketing, including cross sell activities, public relations, and telephone communications to all customers (internal and external) and anyone they come in contact with while working for the Gunderson Group. All responsibilities will be accomplished in accordance with the mission, strategic plan, goals and all policies and procedures of Gunderson Group, INC.

Essential Functions
Expands customer sales and service through high quality customer engagement and sales initiatives. Demonstrates consistent excellence in Mystery Shop, observations, and cross sell techniques, on the telephone and in-person service. Product sales meet the needs of each customer as well as actively highlighting the Gunderson Cleaner marketing plan. Increases customer retention by providing personalized customer experiences and building positive relationships with and among customers and staff. Creates a supportive, uplifting working environment. Maintains accountability of all operations through thorough knowledge of POS system. Knows/reviews all Standard Operating Procedures in accordance with Gunderson Group policies and procedures. Completes related reports as required. Communicates clearly and professionally with customers, supervisor, and co-workers as needed. Respects the confidentiality of all customers and staff at all times. Maintains an organized and safe environment by returning all supplies and equipment to its appropriate place. Attends all mandatory staff meetings and all required staff trainings. Acts as a positive role model while implementing Gunderson Group policies and procedures. Follows all policies and procedures as set forth in the Gunderson Group Inc. Employee Handbook and Code of Conduct. Performs other duties as requested.
Competencies
Collaboration:
Works effectively with people of different backgrounds, abilities, opinions, and perceptions. Builds rapport and relates well to others. Seeks first to understand the other person's point of view, and remains calm in challenging situations. Listens for understanding and meaning; speaks and writes effectively. Takes initiative to assist in developing others.
Operational Effectiveness:
Makes sound judgments, and transfers learning from one situation to another. Embraces new approaches and discovers ideas to create a better member experience. Establishes goals, clarifies tasks, plans work and actively participates in meetings. Follows budgeting policies and procedures, and reports all financial irregularities immediately. Strives to meet or exceed goals and deliver a high-value experience for members.

Personal Growth
Pursues self-development that enhances job performance. Demonstrates an openness to change, and seeks opportunities in the change process. Accurately assesses personal feelings, strengths and limitations and how they impact relationships. Has the functional and technical knowledge and skills required to perform well; uses best practices and demonstrates up-to-date knowledge and skills in technology.
Supervisory Responsibility
This position has no supervisory responsibilities.
Work Environment
KNOWLEDGE, SKILLS AND ABILITIES:
Must be at least 18 years of age. High school diploma or equivalent preferred. Requires an interest and proven experience in sales and customers service. Computer and data entry skills and knowledge and experience with Microsoft Word and Excel preferred. Requires strong organizational skills and the ability to manage multiple tasks while maintaining an attention to detail and timeliness. Requires ability to professionally and effectively communicate with customers, staff and supervisors; maintain confidentiality and exchange accurate information. Familiarity with basic office equipment, including copy machines, and computer equipment preferred. P Sales and Service training required within 60 days of hire.
PHYSICAL ABILITIES AND WORKING CONDITIONS:
Regularly moves about or positions self to interact with customers. Ability to work independently with general supervision, as well as part of a team. The ability to perform all physical aspects of the position is required, including the ability to ascend/descend stairs, sit, stand or move actively for extended periods of time. Requires the ability to lift up to 50lbs. Must accommodate a rotating schedule that will include nights and weekends. Work may be completed in an office setting and may include the frequent use of a computer and other office machinery. Must possess reliable transportation for travel to program sites, meetings and trainings when required.

EFFECT ON END RESULTS:
Store sales and customer retention goals are met and maintained on a monthly basis through consistent cross sell and store sales and retention rates that meet or exceed goals. By providing a positive experience Gunderson Cleaners will grow and we can continue to provide high quality product and services to meet the needs of our communities and assist in achieving the strategic goals of Gunderson Group, Inc
Physical Demands
The ability to perform all physical aspects of the position is required, including the ability to ascend/descend stairs, sit, stand or move actively for extended periods of time. Requires the ability to lift up to 50lbs.
Position Type and Expected Hours of Work
Must accommodate a rotating schedule that will include nights and weekends. Work may be completed in an office setting and may include the frequent use of a computer and other office machinery. Must possess reliable transportation for travel to program sites, meetings and trainings when required.
Travel
Some travel is expected for this position. However, travel is primarily local and during the business day.
Required Education and Experience
Must be at least 18 years of age. High school diploma or equivalent preferred. Requires an interest and proven experience in sales and customers service
Preferred Education and Experience
1. Sales experience.
Additional Eligibility Qualifications
None required for this position.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.


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