Customer Service Representative

Job Description:

Ensure a customer-focused shopping experience through the efficient management and execution of front-end operations and customer expectations. Take charge of omnichannel procedures. Uphold store recovery criteria to fulfill our Brand Promises. Provide amicable customer assistance.

• Support the Store Manager in overseeing and enforcing adherence to Standard Operating Procedures (SOPs) and Company initiatives to guarantee compliance with relevant laws and regulations. Ensure the implementation of Company guidelines and benchmarks, and maintain accountability for the store's performance and its overall condition
• Make sure that all procedures and regulations at the forefront are adhered to; reach your Key Performance Indicators (KPIs) and oversee your team in meeting their individual KPIs
• Organize and oversee the implementation of classroom and in-store activities following the guidelines of Company initiatives
• Take charge of managing the omnichannel operations
• Supervise and implement initiatives for reducing loss and enhancing safety protocols
• Help with the process of balancing cash and reconciling bank deposits
• Provide support with inventory management procedures, including handling Return to Vendor (RTV) and Advance Shipping Notice (ASN) tasks as required
• Help with the orientation process for newly hired team members
• Train, monitor, and mentor the customer service team (including sales personnel and cashiers) to meet objectives; engage in the evaluation and improvement process; facilitate the growth of your team's skills; apply the leadership skills for ongoing personal advancement
• Fulfill the role of Manager on Duty (MOD)
• Engages with others in a receptive and courteous way, maintaining a positive and polite demeanor even when faced with challenging circumstances. Advocates for a dedication to the organization's mission and principles while portraying a favorable impression and setting an example for peers
• Greet clients, assist in finding the item they need, and offer resolutions
• Engage in the unloading and stocking activities for trucks to uphold adherence to truck protocols and accomplishment within financial limits
• Implement and oversee the initiatives aimed at reducing losses and enhancing safety protocols within the organization
• Broaden your proficiency in both selling and creating customized frames
• In certain stores without a dedicated Framing Manager, duties extend to overseeing the provision of top-notch personalized framing services to customers promptly through effective planning and supervision of framing tasks in collaboration with the Store Manager

Additional responsibilities may be delegated

Preferred Knowledge/Skills/Abilities

Desired Experience for the Job:

• Prior experience in managing retail operations is preferred

Physical Requirements

Work Environment

• Capacity to sustain an upright position for extended durations
• Capability to navigate around the store
• Regular bending, lifting, transporting, extending, and flexing
• Moving bulky containers and reaching elevated storage spaces using ladders or comparable tools
• If you require assistance in carrying out these crucial job duties, please reach out to your manager so that we can collaborate with you to explore potential accommodations through interactive dialogue.

• The public retail store environment ensures customer satisfaction; while all public spaces are temperature-regulated, certain storage areas may lack this feature; employees may engage in outdoor tasks such as gathering carts or unloading deliveries; the frame shop is equipped with tools like a glass cutter and heat press; shifts may include nights, weekends, and early mornings

Job candidates in the United States are obliged to meet the legal prerequisites at the federal, state, and municipal levels.

At The Michaels Companies Inc, our aim is to inspire the happiness that comes with being creative. We are the primary hub for creativity in North America, managing more than 1,300 stores across 49 states and Canada, along with online platforms such as Michaels.com and Michaels.ca. The Michaels Companies, Inc. is additionally the proprietor of Artistree, which produces personalized framing products, and MakerPlace by Michaels, an exclusive marketplace for handmade items. Established in 1973 and situated in Irving, Texas, Michaels stands out as the ultimate destination for all kinds of artistic expression. For additional details, kindly visit our website

At Michaels, we place a strong emphasis on the welfare of our staff by offering comprehensive perks to both full-time and part-time Team Members. These perks encompass medical, dental, and vision insurance, compensated leave, educational support, substantial staff discounts, and a variety of other benefits. To learn more, please explore mikbenefits.com.

Michaels promotes equal opportunities for all employees and creators, fostering a collaborative environment where teamwork and innovation thrive.

Michaels is dedicated to the complete integration of every capable individual. In line with this dedication, Michaels will ensure that individuals with disabilities receive appropriate accommodations. Therefore, if an appropriate adjustment is needed to fully engage in the application or interview process, fulfill the crucial job responsibilities, and/or enjoy all employment benefits, kindly get in touch with Customer Care at 1-800-642-4235 (1800-MICHAEL).

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