Customer Experience Manager

We are Aaron’s - an industry leader in the sales and lease-to-own retail industry, known for quality brand names and superior customer service. We provide our team members with the opportunity to reach their full potential in a team-oriented, high-energy, recognition-based environment with competitive pay and benefits. This is much more than a job – it is a career with purpose. 

Job Title: Customer Experience Manager

Summary: 

Under the direction of the Store Manager, has the general responsibility to manage all aspects of the store cash handling operations including cashier tills and deposits. The Customer Experience Manager will act as a liaison between various departments including the cash office, customer service and returns. They must be able to handle customer inquiries, while providing solutions in the best interest of both BrandsMart USA and the customer. The CEM must be able to communicate with multiple departments, buyers, management, and retail store personnel to find resolutions for customer inquiries. 

Duties and Responsibilities: 

• Efficiently and accurately controlling cash handling operations 

• Record till overages and shortages 
• Preparing tills for the following day 
• Preparing bank deposits 
• Making change order deposits 

• Cashier · Operate cash terminals and verify purchase price · Process payments · Clean and maintain cash office · Detect common signs of shop lifting, theft, and other security risks and promptly communicate potential problems to store management Returns · Knowledge of BrandsMart USA return and exchange policies · Handle all customer inquiries quickly in a courteous and efficient manner · Must be able to provide a solution with minimum supervision · In specific locations, receive and document customer repairs. Prepare transfer forms to track merchandise and for safe transport to the BrandsMart Service Center Customer Service · Handle incoming customer calls pertaining to customer inquiries quickly in a courteous and efficient manner. · Assist customers with delivery related inquiries · Must be able to provide a solution with minimum supervision

Required Education, Experience, and Certifications: 

• 2+ years cash handling experience in a retail environment 
• High school diploma required 
• College degree preferred 

Required Skills and Competencies: 

• Ability to read English (or another language as may be required for one specific location) sufficiently to read invoices, repair orders, faxed requests, and similar written materials. 
• Basic English language writing skills for completion of orders, request (intercompany and faxed requests) and other necessary correspondence as may be required. 
• Fluency in spoken English (or another language as may be required for a specific location) for communication with customers and other persons sufficiently to be understood and to be able to accurately comprehend responses. 
• Basic math skills, including multiplication, addition, subtraction and division, necessary to verify amounts and costs of merchandise and quantities as may be required. 

• Ability to grasp and lift or otherwise move goods weighing up to fifty pounds at a distance of twenty feet. 
• Sufficient manual dexterity in at least one hand to be able to operate all computer terminals and other electronic equipment and manually complete paperwork such as sales orders, transfers and customer inquiries. 
• Ability to stand and continuously perform essential job functions with minimal direct supervision for a complete selling shift which can be as much as a ten and one quarter hours, with as much as two thirty minute meal breaks and three fifteen minute breaks. 

The above statements are intended to describe the general nature and level of work performed by team members assigned to this classification. The statements are not intended to be an exhaustive list of all job duties performed by team members assigned to this classification.