Customer Service

Customer Service

At Hy-Vee, our people are our strength. We promise "a helpful smile in every aisle" and those smiles can only come from a workforce that is fully engaged and committed to supporting our customers and each other.

Job Description:

The general function of this role is to process mail, Western Union orders, utility bills, cash checks, sell money orders, collect dry cleaning orders for customers. Additionally, always maintaining a positive company image by providing courteous, friendly, and efficient customer service to customers and team members.

Core competencies include: partnerships, growth mindset, results oriented, customer focused, and professionalism.

Reporting relations include: accountable and reports to District Store Director, Store Manager, Assistant Managers of Store Operations, Perishables, and Health Wellness Home. Positions that report to you: None.

Primary duties and responsibilities include:

• Provides prompt, efficient and friendly customer service by exhibiting caring, concern and patience in all customer interactions and treating customers as the most important people in the store.
• Smiles and greets customers in a friendly manner, whether the encounter takes place in the employee's designated department or elsewhere in the store.
• Makes an effort to learn customers' names and to address them by name whenever possible.
• Assists customers by escorting them to the products they're looking for, securing products that are out of reach, loading or unloading heavy items, making note of and passing along customer suggestions or requests, performing other tasks in every way possible to enhance the shopping experience.
• Answers the telephone promptly and provides friendly, helpful service to customers who call.
• Works with co-workers as a team to ensure customer satisfaction and a pleasant work environment.
• Weighs postal packages, runs mail through meters, processes certified, express, UPS, registered, and insured mail.
• Processes Western Union orders.
• Sells money orders, cashes payroll, personal, ADC, and social security checks.
• Sells hunting and fishing licenses.
• Breaks down and puts money in utility drawers.
• Signs on postal department, breaks down, and turns off postal register.
• Processes paid outs.
• Sends faxes for customers.
• Counts the days' coupons.
• Processes refunds for customers and department approved refunds.
• Answers the telephone for the store using appropriate telephone techniques.
• Utilizes the intercom system for paging, etc. using appropriate procedures.
• Removes trash in a timely manner.
• Maintains strict adherence to department and company guidelines related to personal hygiene and dress
• Adheres to company policies and individual store guidelines.
• Reports to work when scheduled and on time.

Secondary duties and responsibilities include:

• Signs on and off lottery machines.
• Assists customers with dry cleaning where applicable.
• Assists customers at the registers where necessary.
• Sells and redeems lottery tickets.
• Processes bottle refunds.
• Assists in other areas of store as needed.
• Performs other job related duties and special projects as required.

Knowledge, skills, abilities, and worker characteristics include: the ability to solve practical problems, variety of variables with limited standardization; interpret instructions, the ability to do arithmetic calculations involving fractions, decimals, and percentages, the ability to file, post, and mail materials; copy data from one record to another; interview to obtain basic information; guide people and provide basic direction.

Education and experience: high school or equivalent experience and over six months up to one year of similar or related work experience.

Physical requirements include: the ability to physically perform medium work exerting up to 50 pounds of force occasionally and up to 20 pounds of force frequently, visual requirements include clarity of vision at distance of less than 20 inches and more than 20 feet with or without correction, depth perception, color vision, and field of vision. The following physical activities are necessary to perform this job: stooping, reaching, lifting, pushing, pulling, standing, walking, talking, and hearing.

Working conditions include: this position is continuously exposed to dirt and noise. This is a fast paced work environment with significant pressure.

Equipment used to perform job includes: fax, telephone, equipment used in the postal area, lottery and money order machines, Western Union equipment, computer, and cash register, intercom.

Contacts include: daily contact with customers, weekly contact with suppliers/vendors, and monthly contact with federal/state governmental or regulatory agencies.