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Self Service Captain

Function: Retail Locations
Location: Store 1524, Havertown, PA US
Date posted: 4/30/2018 2:41:43 PM
Type: Part-time
Permanent / Contract: Regular
Job number: 1045180

Primary Responsibilities

  • Greet every copy & print customer as they approach the department
  • Ask every customer “what brings you in today” to qualify the customer need
  • Redirect appropriate copy & print traffic to self-serve enabling more consultation time in full serve
  • Recognize customer needs, drive awareness of services & promotions, and direct them to the appropriate full serve Associate or online support
  •  Proactively reduce customer wait times by assisting with quick transactional work - mail & ship drop off and full serve order pick up
  • Stay present and available in the self-serve area, only going to full serve and mail & ship out of necessity to reduce long customer wait times
  • Maintain a fully functioning self-serve area by clearing paper jams, filling toner and paper as needed, ensuring machines are always operating
  • Maintain a clean self-serve area by being responsible for cleanliness of floors, cabinets, and customer supply stations
  • Selling
    • Direct customers to appropriate person to assist with sale (Triage the line)
    • Greet every customer
    • Thank customer & invite them back
    • Cross-sell
    • Up-sell
    • Communicate value proposition of BDP
    • Suggest current promotions
  • Operations
    • Complete Print Pro module 14
    • Maintain & stock self-serve area
    • Vacuum and sweep as needed
    • Assist customers with self-serve payments
    • Assist customers with self-serve machines (including fax machine)
    • Accept and scan pre-paid package drop offs
    • Call for assistance as needed
    • Verify all SS machines function properly
    • Review all completed orders with customers
    • Read all Copy & Print Wiki articles
    • Read weekly “Copy & Print Priorities” communication
  • Drive results in CopySat, self-serve penetration, and full serve DPT (dollar per transaction)

  • Friendly and engaging, comfortable with regular customer conversations
  • Ability to multi-task to manage multiple customer needs at the same time
  • Previous experience working in a customer service environment
  • Able to work a flexible schedule
  • Ideally, current Sales Associates who want to build a career in Copy & Print


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