Torchora
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Key Responsibilities and Required Skills for a Front Counter Clerk

💰 $32,000 - $46,000

Customer ServiceRetailAdministrativeHospitality

🎯 Role Definition

As a Front Counter Clerk, you are the face and voice of our organization, serving as the first and primary point of contact for all customers. This pivotal role is responsible for creating a welcoming, efficient, and positive environment. The ideal candidate is a proactive problem-solver with a passion for customer satisfaction, capable of managing a wide array of administrative and transactional duties with precision and a friendly demeanor. Your performance directly impacts customer loyalty and the overall perception of our brand, making you an essential contributor to our success.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Retail Sales Associate
  • Cashier or Barista
  • High School or College Graduate
  • Customer Service Call Center Agent

Advancement To:

  • Lead Front Counter Clerk or Shift Supervisor
  • Assistant Store Manager
  • Customer Service Manager
  • Office Administrator

Lateral Moves:

  • Receptionist / Front Desk Coordinator
  • Administrative Assistant
  • Data Entry Clerk

Core Responsibilities

Primary Functions

  • Greet all incoming customers and visitors with a warm, professional, and welcoming demeanor to set a positive tone for their experience.
  • Efficiently process a high volume of customer transactions, including sales, returns, and exchanges, using a Point of Sale (POS) system with accuracy.
  • Handle various payment methods such as cash, credit cards, and checks, ensuring proper cash handling procedures and end-of-day drawer balancing.
  • Operate a multi-line telephone system, skillfully answering inquiries, screening calls, and directing them to the appropriate personnel or department.
  • Address customer questions, concerns, and complaints with empathy and professionalism, aiming for first-contact resolution and escalating complex issues when necessary.
  • Provide comprehensive and accurate information regarding company products, services, pricing, and current promotional offers.
  • Meticulously schedule, confirm, and manage customer appointments or service reservations using dedicated scheduling software.
  • Process incoming and outgoing customer orders, such as dry-cleaning garments, rental equipment, or service drop-offs, ensuring proper tagging and documentation.
  • Maintain a clean, organized, and well-stocked front counter and lobby area to ensure a professional and inviting atmosphere at all times.
  • Execute daily opening and closing procedures for the front-of-house, including system start-up, cash reconciliation, and securing the premises.
  • Prepare daily, weekly, and monthly reports, including sales summaries, transaction logs, and customer feedback compilations for management review.
  • Manage the inventory of front counter supplies, such as receipt paper, bags, and forms, and place reorders as needed to prevent shortages.
  • Perform various clerical and administrative duties, including data entry, filing, photocopying, and managing incoming/outgoing mail and packages.
  • Proactively engage with customers to identify opportunities for upselling or cross-selling additional products and services that meet their needs.
  • Verify customer identity, age, or eligibility for services and rentals in accordance with company policy and legal regulations.
  • Clearly explain the terms and conditions of service agreements, rental contracts, or layaway policies to ensure customer understanding and compliance.
  • Liaise effectively with back-of-house staff, technicians, or other departments to coordinate service delivery and ensure timely order fulfillment.
  • Accurately tag, track, and manage customer items or records throughout their lifecycle within the business, utilizing tracking systems to maintain order integrity.
  • Update and maintain customer information in the CRM database, ensuring all records are current, accurate, and confidential.
  • Adhere strictly to all company policies and procedures, including those related to safety, security, and data privacy, to protect both customers and the business.
  • Investigate and resolve billing discrepancies, process refunds or credits, and make necessary account adjustments with careful attention to detail.

Secondary Functions

  • Assist management with ad-hoc reports, such as daily sales summaries or customer traffic logs.
  • Provide feedback on customer service processes and contribute to improving the overall customer experience.
  • Collaborate with other departments (e.g., service, operations) to resolve customer issues and ensure fulfillment.
  • Participate in team meetings and training sessions to stay updated on new products, services, and policies.

Required Skills & Competencies

Hard Skills (Technical)

  • Point of Sale (POS) Systems: Proficiency in operating POS terminals for sales, returns, and reporting.
  • Cash Handling: Expertise in accurately managing cash transactions, balancing a cash drawer, and preparing deposits.
  • Multi-line Phone Systems: Skilled in managing high volumes of incoming calls, transferring, and taking detailed messages.
  • Microsoft Office Suite: Competency in using MS Word, Excel, and Outlook for communication, reporting, and data management.
  • Typing & Data Entry: Fast and accurate typing skills for efficient data entry into CRM or other software.
  • Scheduling Software: Experience with appointment booking platforms (e.g., Acuity, Calendly) or industry-specific reservation systems.
  • Basic Mathematics: Strong arithmetic skills for calculating totals, discounts, and change accurately.
  • Inventory Management Systems: Familiarity with tracking and managing stock levels of supplies or products.
  • Office Equipment Operation: Ability to operate standard office machines like printers, scanners, and copiers.
  • CRM Software: Basic understanding of Customer Relationship Management software for looking up and updating client records.

Soft Skills

  • Exceptional Communication: Articulate and clear verbal and written communication skills for interacting with customers and colleagues.
  • Customer-Centric Mindset: A genuine desire to help customers and provide an outstanding service experience.
  • Problem-Solving & Conflict Resolution: The ability to think on your feet to resolve issues and de-escalate customer conflicts calmly.
  • Patience & Empathy: Ability to remain patient and understanding, even with difficult or distressed customers.
  • Attention to Detail: Meticulous in handling transactions, paperwork, and customer information to avoid errors.
  • Multitasking Ability: Capable of handling multiple tasks simultaneously—like greeting customers, answering phones, and processing orders—in a fast-paced environment.
  • Organizational Skills: Strong ability to keep the work area, paperwork, and digital files neat and orderly.
  • Professional Demeanor: Maintaining a positive, friendly, and professional appearance and attitude at all times.
  • Teamwork & Collaboration: Works well with others and contributes to a positive team dynamic.
  • Adaptability: Flexible and able to adapt to changing priorities, new procedures, and different customer personalities.

Education & Experience

Educational Background

Minimum Education:

  • High School Diploma or GED equivalent.

Preferred Education:

  • Associate's Degree or technical certification in a relevant field.

Relevant Fields of Study:

  • Business Administration
  • Hospitality Management
  • Communications

Experience Requirements

Typical Experience Range:

  • 0-2 years of experience in a customer-facing role (retail, hospitality, or service industry).

Preferred:

  • 1+ years of direct experience as a Front Counter Clerk, Receptionist, Hotel Front Desk Agent, or in a similar role with cash handling and direct customer interaction responsibilities is highly preferred.
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