|Category|| Call Centre / CustomerService |
The Guest Service Representative (GSR) is responsible for delighting Thorntons' Guests with a fast, friendly, fresh, clean, and in-stock shopping experience. GSRs assist in maintaining brand standards through the execution of tasks within the Store Operating System, providing a craveable fresh food and beverage offering in a food-safe environment, and supporting store goals and initiatives. Requirements Essential Job Functions (Responsible to) •Believe in Zero: Delight Guests by providing service with a "How may I help you" attitude. De-escalates Guest service issues by making an impression that will LAST (Listen, Ask, Solve, Think) •Practice safe working habits that align with company safety rules. Advise store management of any maintenance or safety problems •Adhere to all city, county, state, and other applicable laws and regulations as it relates to restricted sales such as alcohol, tobacco and lottery •Preparation of fresh food while meeting and maintaining food safety requirements and standards, i.e., time and temp logs, dating procedures, washing and sanitizing dishes. Obtain necessary certifications as required •Deliver the Budget: Follow all cash handling procedures as outlined in the Cash Handling Policy. Assure proper sale and accounting of money orders/lottery during shift. Accurately account for price overrides, store use of merchandise, voids, returns and waste. Ensure that Store Management is made aware of all sales, cash, or operating discrepancies •Keep coolers, impulse lane merchandise, store shelves, and displays fully stocked and fronted •Use suggestive selling techniques to suggest items to Guests that complement their purchases. Encourage Guest participation in the Refreshing Rewards loyalty program •Clean windows, floors, shelving, counters, and restrooms per Store Operating System Game Plans. Clean and maintain equipment and ready high-margin products such as coffee, fountain drinks, etc. Clean the fuel dispensers, parking lot and grounds surrounding the store, including trash duties, in all-weather elements •Favorite Place to Work: Live Thorntons' Core Values and contribute to an environment that is welcoming and belonging for Team Members and Guests •Be responsible for your shift by following the attendance policy and staying familiar with all company policies as outlined in Thorntons' Team Member Handbook •Deliver Growth: Embrace new company initiatives and technologies. Provide a craveable fresh food offering by maintaining PAR levels per store expectations •Perform additional duties as assigned. Key Relationships •Region Manager •Human Resource Manager •General Manager •Store Manager •Guest Service Representatives Skills •Follows direction and seeks clarification when required •Seeks appropriate support to solve problems in a timely manner •Demonstrates self-control in stressful situations •Adaptability and flexibility to respond to a variety of situations •Possesses an open and approachable demeanor with a positive and constructive tone •Actively listens, asks questions, and provides clear, concise information to others via verbal or written communication •Takes pride in delivering high-quality Guest service •Treats Team Members with respect and values the differences that individuals bring to the team •Meets performance expectations associated with the role Knowledge •Principles and processes for providing Guest Service. This includes Guest needs assessment, meeting quality standards for services, and evaluation of Guest satisfaction •Principles and methods for showing, promoting, and selling products or services Experience •All experience is considered Equipment/Special Expertise •NA Required or Preferred Qualifications/Certifications •High School Diploma or GED •Food Certifications Other Considerations •Must be able to climb a ladder to clean windows, stock shelves, make price changes, etc. •Pursuant to New York City law, must be fully vaccinated against COVID-19 (meaning you have completed the initial vaccine series, booster shots not required) and, if hired, present proof of vaccination by start date. Physical Requirements •Must be able to climb a ladder to clean windows, stock shelves, make price changes, etc. •Daily Standing, Pushing, Pulling, Reaching, Bending, Squatting, Climbing, Walking and Lifting up to 50 lbs. •Occasional Sitting and Driving required. •Exposed to extreme weather conditions and temperatures •Long periods of standing •Exposure to gasoline fumes and cleaning products Additional Information Thorntons LLC is committed to being an Equal Opportunity Employer, and providing reasonable accommodations to qualified candidates and employees pursuant to applicable law. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, military and veteran status, gender identity or expression, genetic information, or any other characteristic protected by federal, state, or local law. If you require reasonable accommodation as part of the application process please contact 9 am - 5 pm EST M-F.