Retail Associate – Customer Service Representative/Sales Assistant Help Needed

Arvidson Pools & Spas is a locally owned, family-run business and has been part of the community for three generations. The company was founded in 1958 as a construction company in McHenry, Illinois, by Bengt Arvidson, who immigrated from Gammelstad, Sweden. In the 1980s, the company began its expansion and is currently a three-store enterprise with locations in Crystal Lake, Palatine, and St. Charles.

Job Summary

The purpose of this position is to provide any appropriate or necessary services and activities required to properly operate the retail store and satisfy the needs and wants of customers.  The work includes customer relations and sales, laboratory testing, maintenance and upkeep of the facility, and inventory control and stocking. This is for our St. Charles location.

Responsibilities & Activities

  1.  Handles customer relations.
    1. Greets customers as they come into the store and assists them in whatever way is required.  Locates parts, discusses solutions to problems, contacts other individuals as appropriate to find the answers needed, and provides relevant information.
    2. Gently guides each customer through the decision-making process involved with the sale of merchandise in the store.  Provides information, describes features, benefits & advantages, explores objections, and reinforces buyer’s decision to purchase.
    3. Attempts to answer calls to the retail store and/or resolve issues or problems as able.  Directs callers to the proper person when unable to solve problems and/or answer callers’ questions on their own.
    4. Listens to callers’ and customers’ problems and tries to keep fellow workers and management apprised of issues requiring their knowledge.
    5. Assists customers when their purchases are too large to bulky to carry out alone.  Makes sure that customers requiring pick-up assistance at the rear door are met and cared for.
    6. Remains aware of activities, policies, and challenges of other departments within the division in order to provide the most consistent information and satisfaction to the customer.
  2. Performs laboratory tests as needed.
    1. Accepts water samples from customers, performs all required tests, inquires as to the nature of problems, if any, and records results of tests into the computer for analysis.
    2. Processes results of water tests and utilizes knowledge of swimming pool, spa, or drinking water chemistry to recommend needed products/solutions or other appropriate actions.
    3. Answers questions and assists customers in the practical application of computer solutions.
  3. Performs maintenance and upkeep tasks of retail store.
    1. Ensures that the store is inspected daily and kept clean and neat.  Ensures that floor space, passageways, and doorways are free and clear of obstructions and/or other hazards.
    2. Vacuums or cleans floor, dusts, washes windows, cleans counters, washes shelves, cleans off dirty products, etc.
    3. Rearrange floor displays with consideration for traffic flow and maximum product display.
    4. Works with others to maintain a fresh, varied, and pleasing appearance to the store.
    5. Maintains proper chemical balance on display units (pools & spas).
    6. In general, does things “you know, like, straightening up.” –K.G.
  4. Performs inventory control and stocking functions.
    1. Ensures that the store is kept stocked and priced daily.
    2. Ensures that merchandise is properly entered into the computer at the time of purchase for accurate inventory records and billings.
    3. Assists Operations Manager in properly identifying depletions in stock and the need to reorder.
    4. Assists customers with special orders, determines part numbers, availability, probably delivery dates, and fills out order forms, takes deposits, and processes order entry requests through the Operations Manager.
  5. Performs miscellaneous tasks as needed or assigned.
    1. Assists in the training of new workers as requested.
    2. Performs opening and/or closing procedures of the store (final inspection, lights out, doors closed, register balanced, alarm activated) as assigned.
    3. Performs outside maintenance tasks or additional in-house cleaning and office tasks as requested.
    4. Attends conventions, seminars, and other educational or industry-related events as requested.

Scope & Nature

  1.  This position is one of several, reporting directly to the Retail Branch Manager.  It has daily contact with customers as well as regular contact with other employees of the company – especially the Administrative Staff & Operations Manager.  Also has contact with callers to the company, outside salespersons, manufacturer’s reps, and delivery persons.
  2. This position has a very important impact on the impression of customers concerning the professionalism, knowledge, and desirability of doing business with the company.  This position directly impacts customer satisfaction with products as persons in this job are often looked to and counted on by customers for guidance and advice in solving problems.  The position impacts the ability of retail operations to run smoothly, efficiently, and accurately through the use of computer systems and proper stocking, ordering, and inventory procedures.
  3. This position works under moderate supervision and is expected to perform the activities and responsibilities of the position on their own initiative with infrequent review and assistance by the manager.  Although the Branch Manager is usually available for guidance and difficult decisions, this position is expected to function more or less independently and is guided in the work by knowledge of company policies and procedures.
  4. The work of this position requires a pleasant personality, ability to get along with others, poise, flexibility, dependability, willingness to pitch in where needed, and solid, clear communication skills.  The person in this position must be able to work at varying speeds and degrees of intensity without becoming flustered and ineffective.  The position requires an individual with the initiative to complete work assignments on their own, and be able to recognize and prioritize additional tasks that must be performed as well.  Smoking is not allowed in any part of the building due to chemical hazards.
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