Customer Service Lead, Pet

Description

Summary/Objective

The sales associate embodies Zamzow's mission to provide "service beyond customer expectations" by providing a customer friendly environment, including greeting and acknowledging every customer, maintaining outstanding standards, solid product knowledge and all other components of customer service. Sales Associates work to determine customer needs and share product knowledge to suggest the appropriate merchandise to make them successful, and by effectively employing suggestive selling techniques to increase individual sales.

Provi

Essential Functions

• Create an environment that enables customers to feel welcome, important and appreciated by greeting and acknowledging every guest and answering questions regarding products.
• Directs customers by escorting them to products; helps customers make selections.
• Maintain an awareness of all product information, merchandise promotions, test merchandise and advertisements.
• Assist in floor moves, merchandising, display maintenance and store housekeeping to maintain the professional image and appearance of the store, to include sweeping/mopping the floors, dusting, washing the windows, facing the merchandise on the shelves, etc.
• Assist in processing and replenishing merchandise; participate in receiving and monitoring floor stock; ensure re-wraps are done promptly.
• Adhere to all company policies, procedures and practices, including signing, pricing, and loss prevention.
• Accurately and efficiently complete all sales transactions and maintain proper cash and media accountabilities at POS registers.
• Communicate customer requests to management.
• Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

Live Animal Specialist:

Specializes in selling in the live animal department of Zamzow’s.

Requires the following additional job duties:

• Interact and connect with customers to provide the education needed for a lifetime of care for live animals sold at Zamzows
• Ensure that store animals, birds, reptiles and fish receive the highest quality care, are maintained in habitats that are clean, safe and secure and that all reasonable and required steps are taken to maintain their good health.
• Prepare diet and feed animals.
• Maintain a log of animal medication, treatment, and general well-being of all animals and fish. Alert store management immediately if any animal, reptile, bird or fish is abused, in need of medical attention or other special care.
• Maintain a current and accurate record of uses and losses with regard to pet supplies, live animals, fish, etc.
• Place orders in partnership with Store Manager and Pet Room Coordinator.

Requirements

Required qualifications:

• Customer focus: Makes customers the first priority, actively seeks out customers, greets all customers, offers assistance; able to develop and maintain a strong return customer base
• Product knowledge: High level of knowledge of products, services, and procedures
• Problem solving: Seeks to fully understand the customers' needs, provides customer with the best solution, contacts other associates/ leaders as needed until customer's need is met
• Respect: treats customers in a sincere, appreciative manner
• Communication: Strong communication skills, both written and verbal, to effectively work with customers and employees

Required education and experience:

• High school diploma or GED
• 1-3 years of sales experience: assisting customers with purchases and using selling techniques (add-ons, upselling, etc.)

Preferred education and experience:

Familiarity with Zamzow’s products

Pet Specialist additional requirements:

• Basic knowledge and prior experience with fish, birds, reptiles, rodents, and general pet maintenance.
• Basic knowledge of pet health issues and the treatment of such.