Job Title: Customer Service Representative

Department: Home Outlet

Reports To: Store Manager or Assistant Manager

Location: Walpole, MA

Position Summary

The Customer Service Representative (CSR) plays a key role in creating a positive shopping experience for Home Outlet customers. This position is responsible for greeting and assisting customers, providing knowledgeable product recommendations, processing sales transactions, and maintaining store presentation standards. The CSR supports overall store operations while ensuring a safe and welcoming environment for all.

Key Responsibilities

Customer Experience & Sales

- Greet customers in a friendly, professional manner in-store and by phone.

- Provide information regarding product availability, pricing, and use.

- Deliver outstanding customer service with the goal of driving repeat business.

- Assist in selling merchandise and support team members in achieving sales goals.

Store Operations

- Accurately process customer purchases using the point-of-sale system.

- Cut materials such as carpet, vinyl, and padding to customer specifications.

- Assist customers in safely loading purchased materials into their vehicles.

- Move merchandise from the receiving area to sales floor and ensure correct placement.

- Tag products with pricing labels in accordance with store guidelines.

- Maintain a clean, safe, and organized store environment by straightening displays and covering materials as needed to prevent weather damage.

- Perform regular inventory counts and update inventory records accordingly.

- Operate forklifts and other equipment safely and in compliance with company procedures.

Qualifications

Education & Experience

- High school diploma or GED required.

- Previous retail or customer service experience preferred but not required.

Skills & Competencies

- Basic reading, writing, and math skills.

- Ability to communicate clearly and professionally with customers and team members.

- Strong interpersonal skills with a customer-first mindset.

- Ability to work collaboratively in a team-oriented environment.

- Comfortable with basic technology and point-of-sale systems.

Performance Behaviors

- **Customer Focus:** Responds promptly to customer needs and feedback; maintains a positive, solution-focused attitude.

- **Communication:** Speaks clearly and professionally; listens actively and seeks clarification when needed.

- **Dependability:** Follows instructions, takes responsibility for actions, and meets deadlines consistently.

- **Problem Solving:** Approaches challenges calmly; works to resolve issues without assigning blame.

- **Motivation:** Demonstrates initiative and drive; strives for excellence in customer service and teamwork.

- **Safety Awareness:** Follows safety guidelines; uses equipment responsibly and reports unsafe conditions.

Physical Requirements

Regularly required to talk, hear, stand, walk, and reach with hands and arms. Must be able to climb ladders and lift/move items up to 80 pounds. Ability to perform physical tasks for extended periods in a retail environment.

Work Environment

Exposure to moderate noise and moving mechanical parts. Must be comfortable working in varying environmental conditions (e.g., warehouse or outdoor loading areas). Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.