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About the Role
BJ's Wholesale Club is seeking a dedicated individual to execute acquisition, renewal, upgrade, and cross-selling initiatives for BJ's Loyalty Programs. This role also involves managing merchandise returns, exchanges, pick-ups, and addressing general customer service inquiries, all while providing excellent and efficient member service.
Responsibilities
- Executing Acquisition 365, renewing, upgrading, and cross-selling BJ’s Loyalty Programs.
- Managing merchandise returns, exchanges, pick-ups, and general customer service inquiries.
- Providing excellent and efficient member service.
- Carrying out job functions and responsibilities as assigned.
- Supporting the application of club policies, procedures, and compliance.
- Acting with honesty and integrity, leading with the member in mind to address concerns and escalate appropriately.
- Ensuring a safe and positive environment for members and team members.
- Embracing inclusion and diversity through collaboration and respect.
- Working as a team to achieve goals.
- Moving with speed and agility.
- Innovating and adapting to change.
- Maintaining a friendly and positive attitude.
- Delivering service excellence through all points of contact.
- Resolving and de-escalating issues to address every member concern.
- Ensuring a safe and positive environment and experience for members.
- Committing daily to GOLD Member Standards.
- Greeting, Anticipating, and Appreciating members (GAA).
- Providing fast, friendly, full, fresh, and clean service.
- Working as a team to deliver GOLD club standards daily.
- Working with commitment and pride to deliver a GOLD Grand opening look daily.
- Ensuring all items are stocked and promotional plans are executed.
- Maintaining visible and accurate signage.
- Keeping the club clean and organized, inside and out.
- Understanding how to access and read production and/or financial performance reporting for the department.
- Seeing the connection between consistent execution and its positive impact on the business.
- Promoting the BJ’s value proposition regarding acquisition, retention, perks, and the Member experience.
- Converting potential members by actively and effectively pitching all membership programs.
- Selling BJ’s membership products to potential new and existing members with high energy and determination.
- Driving toward goal achievement defined by business established benchmarks and results.
- Exhibiting clear understanding of all BJ’s Membership options and Co-Brand credit card.
- 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.
- Following tax exempt/resale membership policies in regard to retention processes and procedures.
- Monitoring membership renewals and tax-exempt/resale status.
- Resolving Member concerns in a courteous and timely manner.
- Escalating issues to PIC and MOD when necessary.
- Assisting with BOPIC (Buy Online and Pick Up In Club) orders for members.
- Maintaining all club policies and procedures.
- Performing other duties as assigned, including working in other departments as needed.
- Maintaining 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 Programs
- Merchandise Returns
- Exchanges
- Pick-ups
- Customer Inquiries
- Communication
- Problem-Solving
- Teamwork
- Adaptability
- Positive Attitude
- Attention to Detail
- BOPIC Order Fulfillment
Location
- Onsite
Work Type
- Full-time
Experience Level
- Entry Level
- Some Experience
Salary/Compensations
- $17.75 - $21.74
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 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 purpose is to help families save on what matters most.
- We are a team 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.