Job Overview

Responsible for Executing Acquisition 365, renewing, upgrading, cross-selling My BJs Perks.  Also responsible for merchandise returns, exchanges, pick-ups, and general customer services inquiries. Provides excellent and efficient member service.

Team Members:

•       Carry out job functions and responsibilities as assigned. Support the application of club policies, procedures and compliance.

•       We strive for flawless execution and hold ourselves accountable.

•       Acts with honesty and integrity and lead with the member in mind to address any and all concerns and to escalate any concerns, as appropriate.

•       Ensure a safe and positive environment for our members and each other.

•       Embrace inclusion and diversity, by working together with collaboration and respect. Work as a team to achieve goals.

•       Move with speed and agility in everything we do.

•       Innovate and adapt so we can move as fast as the world around us.

•       Maintain a friendly and positive attitude.

Members:

•       Deliver service excellence through all points of contact.

•       Resolve and deescalate to address every member concern.

•       Ensure a safe and positive environment and experience for the members.

•       Daily commitment to GOLD Member Standards

•       Greet, Anticipate, Appreciate (GAA)

•       Fast, Friendly Full, Fresh, Clean

Club Standards: Work as a team to deliver GOLD club standards daily.

•       Work with commitment and pride to deliver GOLD- Grand opening look daily

•       All items stocked and promotional plans executed

•       Maintain visible accurate signage

•       Clean and organized, inside and out

Know your Business:

• Understand how to access and read production and/or financial performance reporting for your department.

• See the connection between consistent execution and the positive impact it can have on the business.

 

Major Tasks, Responsibilities, and Key Accountabilities

·      Drives and promotes the BJ’s value proposition regarding acquisition, retention, perks, and the Member experience.

·      Converts potential members by actively and effectively pitching all membership programs in accordance with company policies and practices.

·      Exhibits clear understanding of all BJ’s Membership options, and Co-Brand credit card.

·      Delivers superior customer service to Members by serving as a first line point-of-contact regarding membership, credit card applications, general questions, issues, merchandise returns, exchanges, product look up, and pick-ups.

·      Follows tax exempt/resale membership policies in regard to the retention processes and procedures, including monitoring membership renewals and tax-exempt/resale status.

·      Resolves Member concerns in a courteous and timely manner. Escalates issues to PIC and MOD when necessary.

·      Assists with BOPIC (Buy Online and Pick Up In Club) orders for members.

·      Maintains all club policies and procedures.

·      Performs other duties as assigned, including working in other departments as needed.

·      Regular, predictable, full attendance is an essential function of this job.

 

Qualifications

·      Prior front line/customer service or previous sales experience preferred.

·      Results driven with proven success in goal achievement

·      Basic math skills preferred.

·      Computer proficiency preferred.

 

Environmental Job Conditions

·      Most of the time is spent frequently remaining in a stationary position on hard surfaces.  There may be a need to occasionally position oneself to examine or scan merchandise, including bending, handling, pulling, reaching, and/or stooping.

·      Occasionally requires lifting objects up to 30 pounds. May require lifting and moving heavy and/or awkward objects more than 30 pounds with assistance.

·      Located in a comfortable indoor area with infrequent exposure to temperature extremes and loud noises. There may be occasional contact with cleaning agents.