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OVERVIEW
The role of the Courtesy Officer is to ensure the safety of our customers and associates along with the protection of company assets. Customer service is an absolute priority. The Courtesy Officer is the first and last impression of the WSS brand and must always be friendly and engaging to all who enter and leave the store. To be effective at this job, Courtesy Officers must be detail-oriented team players with strong leadership and decision-making skills. Strong verbal and written communication skills are essential, as a Courtesy Officer must fill out reports, question shoplifters and speak with police. They must be in good physical condition, as this position requires a lot of walking and standing. The Courtesy Officer is an important part of the store team and will promote honest, open communication with store management and other team members.
RESPONSIBILITIES
Customer Focused
- Provide excellent customer service; greet all customers entering and leaving our store
- Oversee and lead the team to carry out tasks to ensure proper displays, pricing, and cleanliness throughout the store
- 5 points of our caring culture: Always acknowledge every customer, always provide a warm and friendly greeting, always be aware of customers that are around you and always put them first ahead of any task, Always be respectful and offer to help and Always thank them
- alert for the opportunity to assist customers. When customers are observed leaving without making a purchase, politely ask “Were you able to find what you were looking for?” Contact a team member to assist with omnichannel when applicable.
- Always make direct eye contact. Always provide an engaging friendly greeting. Always provide an engaging, friendly “thank you.”
Integrity
- Courtesy Officers are honest and trusted by our employees and customers to safeguard them while at our stores. We don’t compromise on integrity and stand above reproach. Courtesy Officers follow corporate guidelines and applicable state laws when dealing with customers, employees and those suspected of stealing
Teamwork
- Promote teamwork by educating store associates and new hires on safety and their role in preventing loss. Assist store in recovering and matching mismates.
Striving for Excellence
- Courtesy Officers are required to be a positive image for the brand. Excellence is not something innate, and rather is something that you can develop and strive for as a professional. By going the extra mile, empowering yourself, and being organized, it will be easier to strive for and achieve excellence
Respect
- We respect our customers, our neighbors and each other at all times.
- Monitor CCTV
- Inspect all trash/boxes removed from the store
- Meet uniform and grooming standards
- Perform security check of store at opening and closing
- Report all unsafe conditions to Store Manager and Corporate Safety Manager as required
- Report all incidents, arrest, and injuries to Asset Protection Area Manager immediately
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The employee must be able to:
- Bend and twist at the waist, stoop, crouch, crawl, climb, balance, kneel or squat while maneuvering boxes into place as needed
- Stand or walk at least 8 (eight) hours in each day
- Lift up to 50 lbs. from ground level to above shoulders repeatedly over the course of the shift
- Climb a step stool or ladder
- Communicate effectively in person and on the phone
Position Type and Expected Hours of Work
To perform this job successfully, an individual must be able to perform each essential responsibility satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
Open Communication:
- Strong interpersonal and communication skills. Ability to read, write, and interpret instructional documents such as safety rules, departmental policy, and procedure manuals. Ability to effectively communicate with customers, peers, and management in person and over the telephone. Accurately and neatly complete all paperwork and forms in a timely manner.
Entrepreneurial Spirit:
- Ability to multi-task, being attentive to customers while remaining flexible to the needs of the business. Ability to work as part of a team and take initiative independent of direct supervision
Reduction of Loss:
- Assist store team in reducing loss via pilferage, mismates, unsafe actions or situations and other vulnerable areas. Verify managers safe counts with store management team. As permitted, move around sales floor providing customer service and preventing loss. Monitor any suspicious activity after the store is closed to the public. Visually inspect all employees and their packages upon exiting the store.
Accepting exchanges/returns:
- After a Courtesy Officer has determined that a customer would like to exchange merchandise and the merchandise is in good condition, they will give the receipt back to the customer and direct him/her into the store. If it has been determined that a customer would like to exchange merchandise that does not meet our exchange requirements, call the MOD to assist the customer. If a customer would like to return merchandise, call the MOD to assist the customer.
Other Skills:
- Enthusiastic, friendly, punctual, and energetic with a genuine desire to provide exceptional service to our customers.
Work Hours:
- Available to work a variety of hours, including nights, weekends, and holidays.
Required Education/ Experience
- Must be 18 years or older
- High school Diploma or GED equivalent required
- Previous security and customer service experience a plus
About WSS
WSS is the premier footwear retailer in the U.S. doing business in neighborhood-based stores. Consumers trust WSS for the best brands, greatest values and largest selection of athletic, dress, fashion and casual footwear for the entire family. Our large store format enables us to showcase thousands of styles from top name brands like Nike, Jordan, Vans, Converse, Adidas, Puma, Skechers, etc. In addition, WSS carries high quality private brands augmenting the breadth of selection to deliver amazing value to our customers.
WSS is an Equal Opportunity Employer, committed to a diverse and inclusive work environment.
RESPONSIBILITIES
Customer Focused
- Provide excellent customer service; greet all customers entering and leaving our store
- Oversee and lead the team to carry out tasks to ensure proper displays, pricing, and cleanliness throughout the store
- 5 points of our caring culture: Always acknowledge every customer, always provide a warm and friendly greeting, always be aware of customers that are around you and always put them first ahead of any task, Always be respectful and offer to help and Always thank them
- alert for the opportunity to assist customers. When customers are observed leaving without making a purchase, politely ask “Were you able to find what you were looking for?” Contact a team member to assist with omnichannel when applicable.
- Always make direct eye contact. Always provide an engaging friendly greeting. Always provide an engaging, friendly “thank you.”
Integrity
- Courtesy Officers are honest and trusted by our employees and customers to safeguard them while at our stores. We don’t compromise on integrity and stand above reproach. Courtesy Officers follow corporate guidelines and applicable state laws when dealing with customers, employees and those suspected of stealing
Teamwork
- Promote teamwork by educating store associates and new hires on safety and their role in preventing loss. Assist store in recovering and matching mismates.
Striving for Excellence
- Courtesy Officers are required to be a positive image for the brand. Excellence is not something innate, and rather is something that you can develop and strive for as a professional. By going the extra mile, empowering yourself, and being organized, it will be easier to strive for and achieve excellence
Respect
- We respect our customers, our neighbors and each other at all times.
- Monitor CCTV
- Inspect all trash/boxes removed from the store
- Meet uniform and grooming standards
- Perform security check of store at opening and closing
- Report all unsafe conditions to Store Manager and Corporate Safety Manager as required
- Report all incidents, arrest, and injuries to Asset Protection Area Manager immediately
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The employee must be able to:
- Bend and twist at the waist, stoop, crouch, crawl, climb, balance, kneel or squat while maneuvering boxes into place as needed
- Stand or walk at least 8 (eight) hours in each day
- Lift up to 50 lbs. from ground level to above shoulders repeatedly over the course of the shift
- Climb a step stool or ladder
- Communicate effectively in person and on the phone
OVERVIEW
The role of the Courtesy Officer is to ensure the safety of our customers and associates along with the protection of company assets. Customer service is an absolute priority. The Courtesy Officer is the first and last impression of the WSS brand and must always be friendly and engaging to all who enter and leave the store. To be effective at this job, Courtesy Officers must be detail-oriented team players with strong leadership and decision-making skills. Strong verbal and written communication skills are essential, as a Courtesy Officer must fill out reports, question shoplifters and speak with police. They must be in good physical condition, as this position requires a lot of walking and standing. The Courtesy Officer is an important part of the store team and will promote honest, open communication with store management and other team members.
