Position Overview
The Team Member positions represent the front lines of the organization in our retail locations, can be either full or part time, and reports to the Center Manager. The Team Member is on their feet all day serving customers through our various profit centers of shipping, printing, packaging, freight, mailboxes, and other small business services. The iterations of advancement in this role are Training Member, Team Member, Advanced Team Member, Senior Team Member, and Team Leader. Management opportunities would be the next step in advancement.
The ideal candidate simply loves customer service, will have sales experience, strong computer skills, a friendly and genuinely helpful demeanor, a professional appearance, and will be a fast, proactive learner who makes every effort and takes every initiative to learn all aspects of the business.
Mission
The mission of the Team Member is to extravagantly serve our customers in all profit centers, create a pleasing environment by executing daily cleaning tasks, enhance the culture of joy inside the store by how they work with their team, and continually grow and develop new skills by undertaking various training opportunities. Service, Environment, Joy, Grow. This will take place through the following areas of responsibility:
Serve
- Becomes proficient in all customer offerings; extravagantly serves in person, online, and over the phone in printing, mailboxes, packaging, shipping, freight, and small business services. For many people this requires much study in the areas of print, freight, and international shipping.
- Learns to ask questions in a consultative manner to customers rather than just taking orders; helps to identify customer problems and solutions from TUPSS. Engages in conversations with customers to uncover possible needs and educate on how we can help. Learns to answer questions to objections and close a sale.
- Consistently educates our customers of other services we offer that they may not know about. There is a selling component to this job – not pressuring customers to buy something, but simply educating customers of how we can be a solution to their needs that they may not be aware of.
- Looks for ways to serve customers beyond what is generally expected, such as taking the time to help a customer with a UPS issue that may not be directly related to our store, or helping a customer retrieve packages from their car in the parking lot, or learns a mailbox holder’s name and greets them with their mail in hand as they walk in the door – these are examples of what we mean by extravagant service.
- Follows all company service procedures including items such as completing print job tickets and print proofs, packaging according to the Packaging Guidelines, greets customers within 5 seconds of entering, utilizes the Shipping and Packaging scripts, and many others.
Environment
- Religiously completes daily and weekly duties on the relative cleaning and operational checklists. This includes duties such as cleaning windows and doors, bathrooms, counters, organizing shelves, inventory, cabinets and drawers, vacuuming, trash take out, etc.
- Takes ownership of the presentation of their environment, from their individual POS station to each section of the store they are working in, always cognizant of customers perceptions in how our environment is presented.
- Helps maintain the visuals and merchandising of the store – marketing collateral, signage, retail inventory, and overall organization.
- Ensures all personal devices are kept in team member cubby and only used during official breaks out of view of customers.
Joy
- Shows a clear bent towards being a team player. Constantly looking for ways to help out the other team members.
- Brings a positive and joyful attitude to work each day to the extent that other team members look forward to working together
- Proactively participates in team conversations (in person and on Slack), team training, team meetings, etc. Chooses engagement when at work, rather than disengagement.
- Learns customer names and intentionally develops relationships and creates warm interactions with our customers.
- In summary, learns to work by and promote our core values. Demonstrates our values in attitude, speech, decision making, and actions.
Grow
- Consistently participates in individual training through the Learning Center, HQ communications, HQ classes (Print, Freight, Sales & Service, etc), webinars, and other sources of growth.
- Meets with a manager once a week for a quick touchpoint
- Attends bi-weekly team meeting for team training and team building. This is the primary method of developing our team.
- Works through skills and competencies in our advancement path to develop towards a Senior Team Member or Team Leader.
- Demonstrates initiative and proactiveness in training. Seeks out learning new skills and asks for training in areas needing growth.
Qualifications
- Work ethic – must demonstrate the qualities of hard work and diligence. Does not show signs of laziness.
- Friendliness – this is a customer facing position that must show a joyful enthusiasm towards customers all day. A qualified candidate really loves people and loves to serve at their core. Able to speak with a tone that is warm, pleasant, and inviting. (Not harsh, cold, or quick.)
- Teachable – is willing to adapt to and even promote and enhance our organizational culture, as described by our core values.
- Tech proficient – ability to operate various software and to type a minimum of 40 words per minute.
- Reliable – ability to show up to work on time, every time, and to not miss any shifts.
- Physical – ability to stand on feet 8 hours a day and to lift and carry a 50 lb package.
Compensation and Benefits (for Full-Time Employees)
- Competitive Wage/Salary (See Job Offer Letter)
- Paid Time Off (20-80 hours)
- Paid Holidays (6)
- 3% Employer Matching 401(k) program
- Leadership Development Courses
- See full list of benefits here.
