Customer Support Associate

Job Description:

Create a customer-centric shopping experience by effectively overseeing front-end operations and meeting customer expectations. Lead in managing omnichannel processes and maintaining store recovery standards to ensure the fulfillment of our Brand Promises. Offer welcoming and attentive customer support.

• Assist in the leadership and management of ensuring adherence to Standard Operating Procedures (SOPs) and Company schemes under the supervision of the Store Manager. Guarantee compliance with applicable laws and standards, enforce Company policies, and establish accountability for the store's results and environment
• Ensure that all front-facing policies and procedures are complied with; meet your Key Performance Indicators (KPIs) and guide your team in accomplishing their role-specific KPIs
• Direct and supervise the implementation of class and in-store events in alignment with the Company's strategies
• Be at the forefront of overseeing the omnichannel methodologies
• Direct the execution of programs focused on shrink reduction and enhancing safety at the workplace
• Support in matching cash transactions with bank deposits for accuracy
• Aid in inventory control tasks such as managing Return to Vendor (RTV) procedures and coordinating Advance Shipping Notice (ASN) activities as appropriate
• Aid in familiarizing new employees with the company's procedures and policies
• Educate, monitor, and guide the customer service team (including sales floor and cashier employees) to reach their goals; take part in the appraisal process; aid in the development of your team; apply the leadership skills to further your own growth
• Assume the duties and functions of the Manager on Duty (MOD) role
• Shows a willingness to communicate with others in an embracing and respectful way, staying upbeat and courteous, particularly during tough situations. Encourages a dedication to the organization's goals and principles, presents a positive perception, and acts as a role model for others to emulate
• Recognize customers, guide them in locating the item, and propose solutions
• Be involved in the truck unloading and stocking procedures to ensure conformity with truck standards and completion within budget constraints
• Handle the implementation and execution of programs focused on reducing theft and ensuring the well-being of employees
• Develop expertise in both the sales pitch and the fabrication process of Custom Framing
• Responsibilities in stores without a Framing Manager also encompass guiding the provision of premium custom framing solutions to customers in a timely manner through efficient scheduling and management of framing projects alongside the Store Manager

Other duties as assigned

Preferred Knowledge/Skills/Abilities

Job Requirements in Terms of Experience:

• Preference is given to individuals with previous experience in overseeing retail activities

Physical Requirements

Work Environment

• Capability to stay on one's feet for an extended period
• Mobility within the store premises
• Consistent bending, hoisting, moving, accessing, and elongating
• Carrying hefty crates and reaching high-level racks by using a ladder or equivalent gear
• Should you need aid in fulfilling these essential job functions, please contact your supervisor to facilitate engaging in the interactive process to identify potential reasonable accommodations.

• In a public retail store setting, customer service is paramount; the climate in public areas is regulated, though this may not apply to some stock rooms; occasional outdoor responsibilities like collecting carts or unloading shipments may be assigned; the frame shop is furnished with a glass cutter and heat press; shifts may involve nights, weekends, and early mornings

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At The Michaels Companies Inc, our mission is to ignite the joy that arises from creative pursuits. Positioned as the top creative hub in North America, we manage a vast retail network of more than 1,300 stores located across 49 states and Canada, along with our online outlets Michaels.com and Michaels.ca. Furthermore, The Michaels Companies, Inc. controls Artistree, a producer of custom framing merchandise, and MakerPlace by Michaels, a specialized marketplace for handcrafted goods. With origins dating back to 1973 and headquartered in Irving, Texas, Michaels is recognized as the ultimate destination for all creativity enthusiasts. For further insights, please refer to our official website

At Michaels, we give great importance to the welfare of our teams, and to support this, we offer a wide range of benefits to both full-time and part-time employees. These benefits consist of medical, dental, and vision insurance, paid leave, educational aid, significant employee discounts, and various other perks. To find out additional information, please check out mikbenefits.com.

Embracing a culture of inclusivity, Michaels values the individual contributions of all team members and creators, empowering them to excel together.

Michaels is firmly committed to the total inclusion of every qualified person. In line with this commitment, Michaels will ensure that appropriate accommodations are made for individuals with disabilities. Therefore, if you require a reasonable accommodation to fully engage in the job application or interview process, perform the necessary job functions, and/or access all other employment benefits and privileges, please reach out to Customer Care at 1-800-642-4235 (1800-MICHAEL).

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