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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 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.
- 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 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.
Skills
- Customer service
- Sales
- Membership program execution
- Merchandise returns and exchanges
- Customer inquiries
- Member service
- Communication
- Problem-solving
- Teamwork
- Adaptability
- Positive attitude
- Goal achievement
- Understanding of membership options
- Handling credit card applications
- BOPIC order assistance
Location
- Onsite
Work Type
- Full-time
Experience Level
- Preferred prior front line/customer service or previous sales experience
Salary/Compensations
- $17.50 - $21.44
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 (three medical plans, optional dental, vision, HSA, flexible spending account)
- 401(k) Retirement Savings Plan with company match
- Employee Stock Purchase Plan with 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.