Retail

Retail customer service representative job description

The Retail Customer Service Representative handles customer inquiries, resolves complaints, and processes returns and exchanges at the service desk. This entry-level role is focused on turning negative experiences into positive ones and ensuring every customer leaves satisfied.

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Customer Service Representatives serve as the go-to resource for customers who need help beyond what the sales floor can provide. The role requires patience, problem-solving skills, and the ability to stay calm under pressure.

This position is a strong fit for candidates with a service-oriented mindset who want to develop communication and conflict resolution skills. No prior retail experience is required.

Requirements

High school diploma or equivalent required.

0-1 years of experience in customer service, retail, or a similar role preferred.

Strong verbal communication skills and a patient, empathetic approach.

Ability to resolve conflicts professionally and calmly.

Comfortable using point-of-sale and customer management systems.

Detail-oriented with the ability to follow store policies consistently.

Flexible availability including weekends and peak shopping periods.

Responsibilities

Respond to customer questions, concerns, and complaints in person, by phone, and via email.

Process returns, exchanges, and refunds according to store policies.

Investigate and resolve customer issues, escalating to management when necessary.

Assist customers with product information, order status, and store services.

Manage the service desk area, keeping it organized and staffed during business hours.

Document customer feedback and recurring issues for management review.

Coordinate with other departments to resolve inventory or pricing discrepancies.

Process online order pickups and verify customer identification when required.

Maintain knowledge of current promotions, return policies, and store procedures.