Company Name: T.J.Maxx
Location: Pittsfield, MA

Customer Experience Coordinator:
This is a part-time position, at 15 to 25 hours per week.

Duties and Responsibilities:

• Provides prompt, courteous and knowledgeable service to all external and internal customers at all times.
• Ensures front line associates provide prompt, courteous and knowledgeable service to all customers.
• Resolves Customer Experience issues appropriately and competently.
• Authorizes exceptions to customer service policies where appropriate and necessary to satisfy customers (e.g., price adjustments, merchandise holds, refunds, etc.)
• Expedites the customer flow at the front line by properly maintaining required staffing levels at registers, Service Desk, Layaway, and Jewelry and opening up new lines immediately by always knowing who to call for “back up”.
• Assigns registers and coordinates breaks and lunches for all associates in the store.
• Performs service desk tasks (ringing in returns) however, this should only be performed during low customer traffic and slow sales periods.

Shrink/Front Line Controls:

• Ensures operational controls at the front line, Service Desk, Layaway and Jewelry are in accordance with company guidelines and policies (e.g., key control, refunds/merchandise credits, check/charge procedures, approvals, voids, cash pick-ups, lock and unlock registers) and minimizes theft opportunities.
• Maintains change fund and provides change to registers efficiently and discreetly.
• Audits and approves all necessary front line paperwork (e.g., cashier assignment sheet, cashier incentives)
• Assists the Operations ASM in administering corporate and store-based asset protection programs and initiatives.

Training:

• Trains and develops associates on Customer Experience standards, register procedures and proper front line procedures and controls, utilizing appropriate resources and tools.
• Assesses training needs and follows up appropriately with management.
• Provides ongoing recognition and constructive feedback to associates.
• Observes associates in their ability to provide quick, friendly, and knowledgeable service to the customer. Coaches the associate where applicable.

Communication:

• Communicates accurately and effectively with management and associates when setting and addressing priorities.
• Provides ongoing constructive feedback to management on associate performance.
• Accepts and responds appropriately to constructive feedback from management.
• Communicates to all associates through daily/weekly meetings, bulletin boards, recognition programs, information on Customer Experience and related scores in the following areas:
• Voids, bad check compliance and Key Performance Indicators – Customer comment verbatim and letters
• In-store discussions with customers

Housekeeping/Maintenance:

• Ensures that all housekeeping/maintenance needs and recovery issues are addressed and reacted to promptly; alerts management to any equipment malfunctions.
• Monitors supplies and communicates needs to management.
• Ensures that store shopping carts areas are filled and carts are available for customer use.
• Ensures hold and return merchandise is ticketed and promptly removed from the Service Desk.
• Ensures recruitment table is neat and all supplies needed (applications, pens, etc.) are available.

Individual/Interpersonal:

• Addresses, prioritizes and organizes workload and manages time effectively.
• Adapts to changes in work schedules, routines and policies.
• Takes initiative; works well independently.
• Accomplishes goals agreed upon with minimum supervision.
• Adheres to company values/policies.

To apply, if interested, please visit 690 Merrill Rd Pittsfield MA 01201 to request and complete an application