Job Description: General Customer Service Representative (General CSR) – Cellpros

Job Title: General Customer Service Representative (General CSR)

Job Summary:

The General Customer Service Representative (General CSR) at Cellpros serves as the welcoming face of the store, creating a positive first impression by greeting customers, addressing inquiries, processing transactions, and maintaining an organized environment. This role ensures prompt, efficient service across Cellpros’ offerings—phone sales, cellphone repairs, and fixes for computers, gaming systems, and other electronics—delivering a seamless and enjoyable customer experience that upholds the brand’s commitment to quality and care.

Key Responsibilities and Daily Tasks:

The General CSR’s duties blend customer interaction with operational support, tailored to Cellpros’ tech-focused retail setting. These responsibilities are broken down into daily tasks:

1. Customer Greeting and Assistance

- Greet customers warmly as they enter, setting a friendly and professional tone.

- Proactively assist by answering questions about phones, repair services, or accessories.

- Provide details on Cellpros’ offerings, such as phone plans, repair turnaround times, or current promotions.

2. Handling Customer Inquiries

- Respond to inquiries in-person, by phone, or online about products (e.g., phone features) and services (e.g., gaming system repairs).

- Guide customers to technicians or managers for specialized needs, ensuring a smooth handoff.

- Address minor issues—like clarifying repair costs—promptly and courteously to maintain satisfaction.

3. Transaction and Payment Processing

- Operate the POS system to process phone sales, accessory purchases, and repair payments accurately.

- Handle cash, card, and digital payments, adhering to proper cash-handling protocols and providing correct change.

- Verify transaction details (e.g., receipts, repair invoices) to ensure precision and avoid errors.

4. Store Maintenance and Organization

- Keep the storefront tidy and organized, ensuring displays of phones and accessories are appealing and up-to-date.

- Monitor repair area presentation, such as clearing clutter from customer-facing spaces.

- Alert management to low stock on items like chargers or parts, supporting inventory readiness.

5. Customer Support and Follow-Up

- Deliver consistent, attentive service, making every customer feel valued during their visit.

- Follow up on requests, such as notifying customers when a repair (e.g., computer fix) is complete.

- Encourage feedback on their experience with Cellpros’ sales or services to refine customer care standards.

6. Team Collaboration

- Partner with technicians and colleagues to manage busy periods, ensuring quick service for all customers.

- Assist with additional tasks as directed, such as restocking phone cases, updating repair logs, or supporting promotional setups.

Daily Tasks Breakdown:

- Morning: Welcome early customers, process initial sales or repair drop-offs, and tidy the front counter.

- Midday: Handle peak inquiries and transactions (e.g., phone purchases, repair payments), assist technicians with customer updates, and refresh displays.

- Afternoon/Evening: Wrap up transactions, follow up on repair statuses, ensure the store is orderly, and prepare for the next shift.

Requirements:

The General CSR role at Cellpros demands skills that align with a fast-paced, tech-driven customer service environment:

- Excellent Communication and Interpersonal Skills: Ability to engage customers and collaborate with team members, fostering a welcoming atmosphere.

- Basic Cash Handling Skills: Proficiency in managing payments and operating POS systems with accuracy.

- Customer-Oriented Approach: Dedication to delivering exceptional service, ensuring satisfaction with sales and repairs alike.

- Ability to Work in a Fast-Paced Environment: Capacity to juggle multiple tasks—greeting, ringing up sales, assisting with repairs—while staying composed.

- Team Player: Willingness to support colleagues and contribute to a cohesive store operation.

- Additional Skills: Basic familiarity with tech products (e.g., phones, gaming systems) is a plus, though training is provided.

- Preferred Qualifications: Prior retail or customer service experience, especially in electronics, is advantageous.

Reporting Structure:

The General CSR reports directly to the Store Manager, receiving guidance on daily priorities and performance expectations. Collaboration with technicians and other staff ensures a unified approach to serving Cellpros customers.

Work Environment:

This role operates in a Cellpros store, blending a sales floor with a repair hub. The General CSR spends time at the front counter and assisting across the store, requiring prolonged standing and occasional light lifting (e.g., phone boxes up to 15 pounds). Flexibility for weekends or evening shifts aligns with customer and repair demands.

Compensation and Benefits:

Competitive hourly wage ($18-$22 per hour, based on experience and location per 2025 standards), with opportunities for performance incentives, health benefits, employee discounts on phones and repairs, and potential growth into leadership roles within Cellpros.

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