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About the Role

Responsible for executing membership acquisition, renewals, upgrades, and cross-selling of BJ’s Loyalty Programs. Also handles merchandise returns, exchanges, pick-ups, and general customer service inquiries, providing excellent and efficient member service.

Responsibilities

• Carry out job functions and responsibilities as assigned.
• Support the application of club policies, procedures and compliance.
• Act with honesty and integrity, leading with the member in mind to address concerns and escalate appropriately.
• Ensure a safe and positive environment for members and colleagues.
• Embrace inclusion and diversity by working together with collaboration and respect.
• Work as a team to achieve goals.
• Move with speed and agility in all actions.
• Innovate and adapt to changing environments.
• Maintain a friendly and positive attitude.
• Deliver service excellence through all points of contact.
• Resolve and deescalate to address every member concern.
• Ensure a safe and positive environment and experience for members.
• Commit daily to GOLD Member Standards: Greet, Anticipate, Appreciate (GAA).
• Maintain Fast, Friendly, Full, Fresh, Clean club standards.
• Work as a team to deliver GOLD club standards daily.
• Work with commitment and pride to deliver a Grand Opening look daily.
• Ensure all items are stocked and promotional plans are executed.
• Maintain visible and accurate signage.
• Keep the club clean and organized, inside and out.
• Understand how to access and read production and/or financial performance reporting for your department.
• See the connection between consistent execution and its positive impact on the business.
• Promote the BJ’s value proposition regarding acquisition, retention, perks, and the Member experience.
• Convert potential members by actively and effectively pitching all membership programs in accordance with company policies and practices.
• Sell BJ’s membership products to potential new and existing members with high energy and determination.
• Drive toward goal achievement, defined by business established benchmarks and results.
• Exhibit clear understanding of all BJ’s Membership options and Co-Brand credit card.
• Deliver superior customer service to Members by serving as a first line point-of-contact regarding membership, credit card applications, general questions, issues, merchandise returns, exchanges, product look up, and pick-ups.
• Follow tax exempt/resale membership policies in regard to retention processes and procedures, including monitoring membership renewals and tax-exempt/resale status.
• Resolve Member concerns in a courteous and timely manner.
• Escalate issues to PIC and MOD when necessary.
• Assist with BOPIC (Buy Online and Pick Up In Club) orders for members.
• Maintain all club policies and procedures.
• Perform other duties as assigned, including working in other departments as needed.
• Maintain regular, predictable, full attendance.

Requirements

• Prior front line/customer service or previous sales experience preferred.
• Results driven with proven success in goal achievement.
• Basic math skills preferred.
• Computer proficiency preferred.
• Familiarity with AI tools, including ChatGPT, is recognized and valued.

Skills

• Customer service
• Sales
• Membership program execution
• Merchandise returns and exchanges
• Customer inquiries
• Member service
• Teamwork
• Communication
• Problem-solving
• Adaptability
• Positive attitude
• Goal achievement
• Understanding of membership options
• Handling credit card applications
• BOPIC order fulfillment

Location

• Onsite

Work Type

• Full-time

Experience Level

• Entry Level
• Some Experience

Salary/Compensations

• $17.25 - $21.25

Benefits

• Weekly Pay
• Free BJ’s Memberships
• Generous Paid Time Off (vacation, personal, sick days, holidays, bereavement, jury duty leave)
• Flexible and Affordable Health Benefits (medical, dental, vision, HSA, flexible spending account options)
• 401(k) Retirement Savings Plan with company match
• Employee Stock Purchase Plan with a 15% discount

About the Company

• BJ’s Wholesale Club is powered by more than 30,000 team members who make a real impact every day.
• Our team is built on purpose and opportunity.
• At BJ’s Wholesale Club, our team members are at the heart of everything we do.
• We offer a comprehensive benefits package designed to support your health, well-being and future.