Customer Experience Representative - Dry Cleaner

Full job description

TEAM MEMBER - CUSTOMER EXPERIENCE

JOB SUMMARY: Customer experience (CX) team members are the face of Marquis Cleaners. This position interacts daily with customers to build relationships, adequately assess clothing care needs, and to enter accurate information into the our system to capture care and location of items.

KEY SKILLS: In-depth, comprehensive knowledge of Marquis Cleaners values, practices, and procedures; strong communication skills; enjoys and knows how to build relationships with clients; excellent customer service skills including customer-focused approach and the ability to successfully solve problems for clients/customers; ability to document customer service issues and bring appropriate issues to management; ability to maintain high levels of productivity while carrying out daily tasks; consistently maintains a professional appearance, demeanor, and approach to the work; seeks out and responds constructively to feedback; takes responsibility for personal growth and development within the organization; always acts responsibly and with integrity; is self-motivated and dedicated.

REPORTS TO: CX Supervisor and Training Specialist

Specific Duties:

Provides exceptional customer service by exceeding expectations, educating customers on Marquis services, and making customers feel comfortable and important.

Executes accurate drop off transaction to include a correct drop ticket (promise date).

Details orders correctly – carefully checks all pockets and buttons, removes tags, barcodes correctly, and enters accurate number of items and information into system.

Maintains knowledge of the drycleaning process, clothing terms, fabric content, and clothing care labels.

Recognizes items needing special care and enters them properly in the system (handles exceptions well) and efficiently processes special requests.

Answers telephone in professional manner and provides accurate information.

Consistently ensures cash drawer accuracy, handles billing questions and credit card payments.

Deals with many customer questions and complaints independently.

Provides a smooth pick up transaction to include accurate financial exchange and the scanning of all items/orders to ensure customer receives all of their order and their correct items.

Demonstrates a willingness to stay late when the work requires extra time.

Assists in bagging certain items (eco bags, coats, comforters).

Proficiently opens and closes stores.

Racks clothing carefully and according to procedures.

Assists Team Leader in keeping store clean and organized.

Additional responsibilities as requested by Team Leader and/or CX Supervisor & Training Specialist.

QUALIFICATIONS: Some customer service experience; ability to work in a fast-paced environment; strong written and verbal communication skills; at least a basic knowledge of computers to include comfort with touch screen applications; experience with point of sale systems is a plus.

Job Type: Part-time

Pay: $16.00 - $20.00 per hour

Schedule:

• Day shift

Work Location: In person