Customer Service Account Representative

The Assistant Manager is responsible for assisting the Store Manager in the profitable operation of the store, meeting company goals and expectations, and developing and supervising the staff while adhering to company standards, policies, procedures, and the code of conduct. In the absence of the Store Manager, the Assistant Manager will coordinate and direct store operations and personnel. The Assistant Manager must always serve customers and manage staff professionally by performing various customer service functions and other tasks and responsibilities that support the efficient operation of the store and manage the development of the staff. The Assistant Manager will also be responsible for maintaining store appearance within company guidelines to convey a professional image while providing protection of company assets.

Essential Responsibilities

Sales

·         Greet and assist customers on the sales floor.

·         Create, manage, and execute plans to increase sales and profits.

·         Keep associates informed of sales promotions and new product.

·         Ensure that customers are serviced at the highest level of satisfaction through quality service, courteous employees, and quick response to needs.

·         Monitor and ensure total customer satisfaction.

·         Resolve customer concerns and ensure corrective action is taken.

·         Coordinate special projects as needed.

 Profit and Loss

·         Assist the Store Manager in establishing a realistic annual operating budget.

·         Contain operating expenses to be within budget and ensure expenses are documented appropriately.

·         Manage and secure the assets of the store at all times.

·         Assist the Store Manager in reviewing, on a continual basis, the general business climate for the organization and adjust staffing, material and service offerings as needed to stay within budget parameters.

 Deliveries/ Returns

·         Oversee and assist in the proper loading of trucks, assuring product is protected and secure from incurred damage during shipping.

·         Organize assignments for Account Managers, Customer Service Representatives and Delivery Drivers.

·         Assist, as needed, in the actual delivery of merchandise to customers' homes.

·         Help ensure product arrives in the customer's home in a timely manner, when expected.

·         Familiarize yourself with product and train others on its proper use, benefits and features.

·         Assist in the retrieval of merchandise from customers' homes.

·         Keep vehicles clean and properly maintained.

·         Operate vehicles in accordance with all state and federal laws.

 Store Environment

·         Maintain the store in rent-ready condition.

·         Restore and refurbish returned merchandise to a rent-ready condition.

·         Monitor and maintain the sales floor in a clean and organized manner.

·         Monitor and maintain the office and storage areas in a clean and organized manner.

 Supervisory Responsibilities

·         Ensure the effective and efficient utilization of company resources.

·         Provide leadership and guidance to associates, to assist in their professional development.

·         Assist the Store Manager with using established procedures to manage associates including selection, training, motivating, evaluating, coaching, and developing people.

·         Assist the Store Manager in organizing and follow up on all activities, including scheduling associates to meet the needs of the store.

·         Monitor and develop the sales skills of all associates.

·         Basic knowledge of HR policies and procedures.

·         Communicate with the Store Manager to take corrective action on an employee as necessary - according to the company's written policies and procedures.

·         Assist with maintaining an effective program for sound employee relations.

 Common Responsibilities

·         Take care of all customers through direct action or, indirectly, by assisting others.

·         Work with other employees to attain company goals.

·         Participate in focus group, safety and other location meetings.

·         Recommend other employees for commendation for achievement.

·         Report violations of company policies and the misappropriation of company assets.

·         Abide by all safety policies and procedures.

·         Perform other related duties as assigned.

·         Proficiency of the essential job functions of the Assistant Manager, while possessing additional management skills.

·         Excellent verbal and written communication skills in the English language.

·         Friendly, with exceptional customer service skills.

·         Self-motivated.

·         Excellent problem-solving skills.

·         Ability to precisely follow instructions.

·         Ability to work independently.

·         Excellent organizational skills.

·         Interpersonal skills.

·         Basic knowledge of computers.

·         Ability to effectively communicate by telephone.

·         Must have a valid state driver's license and maintain a good driving record throughout employment.

Physical Demands

Ability to pass the DOT driver's physical exam.  Physical capacity to safely lift 70 lbs. or move 200 lbs., infrequently, with a dolly or the assistance of another person without injury or merchandise damage. 

 Work Environment

Office setting with controlled heating and cooling.  Possibly driving or riding to a customer's home for delivery or pick up of product.  Moderate level of stress.

 Required Education

Two years of college or two years of retail sales or management.

 Required Experience

Two years of retail sales/ management preferred.