Experience Specialist/ops ASSOC NF2*

Marine Corps Community Services Job Opportunity

Marine Corps Community Services (MCCS) is seeking dedicated individuals to join our team. MCCS supports and enhances the quality of life for Marines, their families, and others in the Marine Corps Community. We offer a team-oriented environment with a diverse group of military personnel, civilian employees, contractors, and volunteers. Our goal is to keep the organization functioning smoothly and effectively.

Responsibilities include leading the customer service desk or central checkout operations in collaboration with the Experience Manager, Sales Manager, Store Manager, or Marine Mart Manager. You will complete all sales and return transactions using the Point of Sale system. Additionally, you will assist in the execution of corporate service programs, promotions, and other events, as well as daily and weekly Dress Blue Experience standards at all customer touchpoints. You may also assist store leadership with special events to ensure customer experience criteria are met.

You will report to the Experience Manager, Sales Manager, Store Manager, or Marine Mart Manager. You must understand and operate within all service policies and maintain an "I can DO that!" mentality when a customer problem occurs. You will proactively identify and resolve customer problems and concerns before they happen. You will understand and articulate all MCX value stories, programs, and promotions. You will act as a coach for team members on training related to service, returns and exchanges, service recovery, and corporate service programs and promotions. You will model key behaviors related to Dress Blue Experience metrics and serve as a role model for team members looking to advance their career.

You will observe service transactions and coach team members to increased levels of performance and effectiveness. You will take advantage of all training opportunities to develop service skills. You will develop a general understanding about the brands and products sold within the store. You will partner with team members to provide answers to product questions from customers. You will relay customer comments and concerns to Sales Specialist and Sales Manager. You will identify opportunities to produce add-on sales at the front line through suggestive and consultative selling. You will ensure all sale, ad, and promotional items are signed and placed according to brand standards. You will ensure assigned service areas are merchandised to brand standards with proper product placement. You will communicate product outs to the Experience Manager, Sales Manager, Store Manager, or Marine Mart Manager. You will identify and reduce all risks of loss and/or theft. You will ensure the front line operation is led appropriately in the absence of an Experience Manager, Sales Manager, Store Manager, or Marine Mart Manager, ensuring proper staffing coverage and service standards are met.

You will actively engage in organizational training opportunities that develop personal and professional skills related to time management, emotional intelligence, interpersonal skills, career planning, public speaking, and small group leadership. You will provide world-class customer service with an emphasis on courtesy. You will deliver a Dress Blue Experience to all customers throughout the store. You will proactively engage all customers in conversation. You will address customers by rank when appropriate. You will assist customers and communicate positively in a friendly manner. You will take action to solve problems quickly. You will alert the higher-level supervisor or proper point of contact for help when problems arise. You will adhere to safety regulations and standards. You will promptly report any observed workplace hazards, and any injury, occupational illness, and/or property damage resulting from workplace mishaps to the immediate supervisor. You will adhere to established standards of actively supporting the principles of the EEO program and prevention of sexual harassment. You may require food handling safety training, handling, and certification. You may require training and handling of Western Union and other customer services offered. You may require light custodial duties, light lifting of merchandise, stocking, setting planograms, price changes, inventory counts, and corrections. You may have keyholder responsibility. You may handle special orders, merchandise requests, or receiving of products. You will perform other duties as assigned. This is a white-collar position where occasional lifting up to 20 lbs. may be required.

Requirements include one year of experience working within a customer-focused environment, preferably within a retail or business operations organization. Experience observing, coaching, and training front line employees is preferred. A positive attitude with a genuine desire to work in a team environment is required. You must be able to read and train operating standards and procedures for service, service recovery, and RPOS systems as well as work within the position to execute these standards properly and coach others within the team to do so with a high degree of skill and confidence. You must be able to work in a high-performance atmosphere with commitment to service and sales goals. Knowledge of safety and environmental standards for fuel is required. Attention to detail is required.

Applicants are assured of equal consideration regardless of race, age, color, religion, national origin, sex, GINA, political affiliation, membership or non-membership in an employee organization, marital status, physical handicap which has no bearing on the ability to perform the duties of the position. This agency provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please notify the agency. The decision on granting reasonable accommodation will be on a case-by-case basis. It is Department of Navy (DON) policy to provide a workplace free of discrimination and retaliation. The DON No Fear Act policy link is provided for your review.

As part of the employment process, Human Resources Division may obtain a Criminal Record Check and/or an Investigative Consumer Report. Employment is contingent upon the successful completion of a National Agency Check and Inquiries (NACI). For all positions requiring access to firearms or ammunition, the Federal Government is prohibited from employing individuals in these positions who have ever been convicted of a misdemeanor crime of domestic violence, or a felony crime of domestic violence adjudged on or after 27 November 2002. Selectees for such positions must submit a completed DD Form 2760, Qualification to Possess Firearms or Ammunition, before a final job offer can be made. Direct Deposit of total NET pay is mandatory as a condition of employment for all appointments to positions within MCCS. Required documents include education/certification certificate(s), if applicable, and if prior military, DD214 Member Copy. This activity is a Drug-free workplace. The use of illegal drugs by NAF employees, whether on or off duty, cannot and will not be tolerated. Involuntarily separated members of the armed forces and eligible family members applying through the Transition Assistance Program must submit a written request/statement and present ID card with "TA" stamped in red on the front of the card. Individuals selected from this announcement may be changed to part-time or full-time at management's discretion without further competition. All online applications must be received by 1159PM Eastern Time (ET) on the closing date listed in the job posting.