CUSTOMER SERVICE REPRESENTATIVE – FutureCare Alliance Inc.

In this dual role, the CSR/Cashier will be responsible for providing exceptional customer service while efficiently handling transactions at the checkout counter and addressing customer inquiries and concerns. The CSR/Cashier will ensure that the store’s shelves are properly replenished with merchandise and labelled to maintain an appealing and organized display for customers. Additionally, the CSR/Cashier, depending on their role for the shift will rotate products to ensure older items are sold first (known as FIFO – First In, First Out), remove damaged or expired goods, and assist with inventory management tasks. This role requires the candidate to be trustworthy and possess the ability to work efficiently without sacrificing accuracy.

Education & Experience

• A minimum of five (5) subjects CXC including English and Mathematics
• A minimum of 2 years’ retail Cashier experience.
• Experience in the sale of pharmaceuticals is not a requirement but would be an asset.
• Must have experience in handling cash transactions, operating a cash register or point-of-sale (POS) system, and providing accurate change.

Knowledge & Skills

• Ability to interact with customers in a friendly, helpful, and professional manner.
• Willingness to work flexible schedule, including extended days, holidays, evenings, and weekends.
• Must be disciplined and be able to work in a team-based environment.

• Customer Service Orientation
• Strong Communication Skills
• Strong interpersonal skills.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Strong problem-solving skills

This position is “hands on” and includes but not limited to the following essential duties:

• Greet customers, answer inquiries about products, services, and store policies, and aid in locating items within the store.
• Process transactions for purchases made by customers, handle cash, credit, or debit card payments, cheque or any other payment method and provide accurate change where applicable.
• Operate the cash register or POS system efficiently, scanning items, entering prices, and processing discounts or promotions.
• Balance cash register drawers along with the Manager on Shift at the beginning and end of shifts, reconcile sales receipts with cash and card transactions. Keep cash drawers locked and secured at all times.
• Restock shelves with merchandise, monitor inventory levels, and report any shortages or discrepancies to management.
• Ensuring that all products are properly stocked, labeled, and priced.
• Stay informed about the products and services offered by the store, including over-the-counter medications, health and wellness products, and other items.
• Inform customers about ongoing promotions, discounts, or loyalty programs, and encourage them to participate.
• Keep the checkout area clean and organized, including wiping down surfaces, emptying trash bins, and ensuring that display areas are tidy.
• With authorization from the manager process returns or exchanges according to store policies, inspecting items for damage or defects, and issuing refunds or store credit.
• Relay important information to customers, such as store hours, upcoming events, or changes in store policies.
• Handle customer complaints or concerns professionally, escalating issues to management when necessary to ensure customer satisfaction.
• Adhere to all legal and regulatory requirements, including age restrictions for certain products and privacy laws regarding customer information.
• Assist with setting up product displays, arranging merchandise attractively to promote sales, and rotating stock to ensure freshness and visibility.
• Monitor the store for suspicious behavior or potential theft and take appropriate action to prevent loss or damage to merchandise.
• Follow safety protocols and procedures to ensure a safe working environment for both employees and customers, including proper handling of hazardous materials (where applicable) and adherence to sanitation guidelines.
• Assist with training new CSRs/Cashiers on store procedures, POS operation, and customer service techniques, and provide ongoing support and guidance as needed.
• Answer incoming calls, assist callers with inquiries and transfer calls to the appropriate department or personnel.
• Maintain organization behind the checkout counter, storing necessary supplies, such as bags, receipt paper, and promotional materials, in designated storage areas to maximize efficiency and minimize clutter.
• Work collaboratively with other store staff members, including pharmacists, pharmacy technicians, and fellow CSRs/Cashiers to ensure smooth operations and excellent customer service.

DIRECT REPORTS

• This position does not have direct reports.