Customer Service Administrator

Job Details

Job Location
River Valley Co-op Northampton - Northampton, MA

Position Type
Full-time 30

Salary Range
$20.00 - $22.50 Hourly

Job Shift
Open Availability

Description

River Valley Co-op Our Mission: River Valley Co-op staff members are all empowered ambassadors for our cooperative's mission of creating a just marketplace that nourishes the community.

Cooperative values and the larger cooperative movement inspire us to work together for a more sustainable and just future. As a team, we work to leverage our grocery retail's economic impact for positive social change in the food system, our environment, and our community. We are committed to social justice and developing our anti-racism and multicultural skills throughout our organization.

Our cooperatively-owned business values working together in partnership with our local food producers, other vendors and service providers, community organizations, employees, and our customers to serve our community food needs in ways that sustainably support our mutual needs and aspirations. We prioritize building and sustaining our business operations capacity to generate positive impacts for our employees, business partners, customers, local economy, the common good of our community, and the environment.

Our friendly store operations specializing in fresh, local, organically grown, and natural foods, builds community resilience and grows our local economy. We work hard and have fun doing it, act with honesty, kindness, and respect, and strive to improve every day.

Position: CUSTOMER SERVICE ADMINISTRATOR

Full-time 30-34 hours. Requires open availability, including evenings and weekends.

Status: Reports to Customer Service Manager

Pay Level: IV, non-exempt.

Location: Northampton, MA

Purpose: The purpose of this position is to maintain the owner records, including updates to the information, household members, and payments. This position also maintains our Food For All records, including creating cards and updating information. The Customer Service Administrator communicates with Owners and Customers by phone and email and supports our brand through exceptional, flexible, and compassionate service. The Customer Service Administrator supports Co-op Ownership through period tabling events, where ownership is encouraged, and new owner applications are processed on-site. Additionally, the Customer Service Administrator position processes the day's revenue in our Cash Office, including counting cash, verifying other tenders, preparing bank deposits, processing paperwork, and completing required reporting.

Essential Duties & Responsibilities

CUSTOMER SERVICE

It is the primary responsibility of every staff member of the Co-op to serve our owners and customers with a superior shopping experience by using excellent customer service skills. This includes but is not limited to, friendly, helpful interactions with owners and customers, a willingness to assist all customers and owners find the items they are looking for no matter where they may be in the store, and explaining store policies and procedures clearly, completely and concisely to customers.

OWNER SERVICES

• Serve as the point person to owners regarding their owner equity and records in the co-op.
• Maintain ownership and equity records in an accurate, orderly, and timely fashion. Ensure that all records in databases, the Point of Sale system, paper files, and accounting software all match and reconcile.
• In partnership with the Customer Service Manager, Director of Marketing and Finance, follow up with installment payments to ensure payments are on time and membership is current.
• Respond to Customer requests for ownership changes promptly, including household members, personal information, and requests for equity refunds.
• Serve as a resource both internally and to customers regarding ownership.
• Prepare New Owner Packets.
• Maintain referral records during Owner drives.
• In partnership with Marketing Outreach Assistant Manager, participate in Owner tabling events.
• Maintain our Food For All data, including card creation, information update, application processing and renewal, and customer communication to ensure all cards are picked up, which supports our program guidelines.

CASH OFFICE

• Count and process daily cash and prepare deposits.
• Count the safe and report any discrepancies immediately to the Customer Service Manager or Store Management.
• Process and deposit checks.
• Research discrepancies in all tenders. Report large discrepancies immediately to the Customer Service Manager or Store Management.
• Complete required paperwork and reports.
• Maintain adequate cash on hand including change orders and keep all associated items stocked as necessary.
• Maintain the Till Accuracy system and provide reports to the Customer Service Manager weekly.
• Audit and prepare reports weekly for other cash handling functions, including voids, returns, coupons, and no sales to the Customer Service Manager.
• Work with management on establishing bank deposit practices.
• Process large gift card batches.

ALL STAFF DUTIES

• Abide by all Co-op policies and procedures as outlined in the Employee Handbook and other co-op documents.
• Regular predictable attendance.
• Keep the office orderly and clean.
• Maintain a positive attitude.
• Perform all other duties as assigned by the Customer Service Managers.

Qualifications

ESSENTIAL

• High school diploma or equivalent.
• Computer literacy, specifically Microsoft and Google Suites; ability to adapt to a new computer and electronic software, hardware, and devices.
• Cash handling experience.
• Experience serving the public.
• Optimistic and able to develop exceptional working relationships with others.
• Capacity to maintain confidentiality concerning the customer database and cash office operations.
• Demonstrated ability to work independently.
• Working in all situations to be personable, helpful, and cooperative with internal and external customers.
• Demonstrated ability to follow directions and follow through on commitments.
• Demonstrated ability to be organized and able to handle multiple demands.
• Familiarity with the cooperative method of business.
• Willingness and ability to meet the changing requirements of the position
• Ability to project a friendly, outgoing personality.
• Attendance at the department and all-staff meetings.
• Regular and predictable attendance.
• A sense of humor.

FUNCTIONAL

• Effective communication skills to listen and give clear directions in English.
• Ability to articulate ownership benefits and details.
• Read and comprehend simple instructions, short correspondence, and memos.
• Write simple correspondence.
• Must be an expert on the benefits of co-op ownership and effectively present information in one-on-one or small group situations to customers and employees.
• Add, subtract, multiply, and divide using whole numbers, common fractions, and decimals.
• Ability to use office equipment; computer, Point of Sale, scanner, fax, copier.
• Ability to sit for extended periods.
• Ability to use hands or fingers to handle or feel.
• Specific vision abilities required by this job include close vision and distance vision.
• Repetitive use of hands for grasping, pushing, pulling, and fine manipulation.
• Work a regular schedule with the flexibility to cover as needed.
• Ability to travel to other locations.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functional job duties.

PREFERRED

• Demonstrated ability to work with customers and co-workers from various cultural backgrounds.
• Ability to speak and understand Spanish or other languages.

River Valley Co-op is an equal opportunity employer encouraging excellence through diversity.