Guest Service Representative (Full Time)

Why Homes Alive Pets?

This isn’t your average pet store. Our stores are community hubs built on a belief in a higher standard for pet care – and our team is the reason why. We take a brand-agnostic, knowledge-over-upselling approach, focusing entirely on getting to know each guest and their pet, and empowering confident decisions.

Our mission is to add value to every life. That means our guests and their pets, our co-workers, our brand partners and vendors, and our communities.

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Job Title

Guest Service Representative

Direct Report

Store Manager

Department

Store Operations

Location

[Insert Location]

Summary

Guest Service Representatives are the first point of contact for our guests and strive to ensure every guest has a positive experience. This is a generalist role: Guest Service Representatives operate the till, offer honest, brand-agnostic advice about products and pet care, stock shelves and manage overstock, and keep the store clean, organized, and welcoming.

The ideal Guest Service Representative has excellent communication and people skills, experience in guest service or a willingness to learn, and a passion for pets. Training in our products, pet care, and nutrition is provided.

Qualifications

Required

• Ability and willingness to repeatedly lift up to 50 lbs.
• Ability and willingness to work in the freezer (down to -18°C) for extended periods of time. Freezer jackets and equipment are provided.
• Ability and willingness to work at height, including operating the WAVE (a mechanical worker assist vehicle) to retrieve product. WAVE training is provided.
• Comfortable working around dogs and cats, as guests regularly bring their pets into the store.

Preferred

• Experience with dogs and/or cats, and knowledge of pet care and nutrition, especially raw food.

Skills & Attributes

• Positive & Hardworking Attitude. A willingness to go the extra mile to give every guest the best possible experience.
• Strong Communication. Ability to communicate clearly and confidently with guests and co-workers.
• Resilience. Ability to remain calm and navigate high-stress situations.
• Teamwork. Works collaboratively and pitches in wherever the store needs help.
• Time Management & Attention to Detail. Stays on top of tasks and completes them accurately.
• Trustworthiness. Handles cash, product, and guest information with integrity.

Job Responsibilities

Guest Service Representatives are responsible for a variety of store functions, including but not limited to:

Guest Service

• Greet guests, learn the needs of each guest and their pet, and offer honest, brand-agnostic advice focused on the right product rather than the upsell.
• Operate the till and accurately handle cash.
• Process returns and exchanges.
• Hand off Buy-Online-Pickup-In-Store and same-day orders, as needed.
• Help guests carry product out to their vehicles as requested.
• Assist with online order fulfilment as needed.

Stocking & Store Appearance

• Keep shelves fully stocked, clean, and organized.
• When shelf product runs low, restock from the back-of-store warehouse, rotating product first-in, first-out (FIFO).
• Keep overstock organized so product is easy to find and rotate.
• Organize and rotate frozen product in the warehouse and display freezers.
• Continuously check expiry dates and remove outdated product from shelves.
• Clean shelves and face product (arrange products in an organized and appealing manner).
• Ensure product information (e.g. price tags, sale and Petcoins signs) is visible and up to date.
• Place digital sales tags and replace their batteries as needed.

Store Operations

• Assist in completing opening and closing duties.
• Complete routine tasks in stocking and store checklists and tasks delegated by leaders, following procedures for safety, efficiency, clear communication, and inventory accuracy.

Team & Growth

• Take initiative to support co-workers and leaders with projects and tasks, helping build a culture of service.
• Pursue opportunities to learn and grow across Homes Alive Pets, developing into a leader who models humility and service to others.

A Day in the Life of a Guest Service Representative

Each day as a Guest Service Representative will be dynamic and unique. A typical day will involve helping guests find the supplies they need for their pets, sharing information about pet care and nutrition, and assisting them at the till. You will also stock shelves, keep overstock organized, and spend dedicated time in our warehouse and display freezers organizing and rotating frozen product. Throughout the day, you will help keep the store clean and presentable, with shelves that are full and well organized. And since guests often bring their pets into the store, you will get plenty of opportunities to interact with dogs and cats (and even hand out treats!).

Schedule

• Full-time Guest Service Representatives are scheduled to work between 30 and 40 hrs./week.
• Shifts may be morning, afternoon, or evening, Monday to Sunday, and are determined at the discretion of the Store Manager.
• Availability to work evenings, weekends, and holidays is required.
• Closing shifts may run until 10:30 pm to complete closing duties.
• The first Tuesday of each month is 10% Tuesday and is a blackout day for time off. Shifts that day may fall anywhere between 6:00 am and 11:30 pm.

Compensation

$16.25

Benefits

• Dental care
• Disability insurance
• Extended health care
• Life insurance
• Paid time off
• Vision care
• Staff discounts