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Job Description
Job Id:
495
# of Openings:
1
Location: Unclaimed Baggage: Retail
Position: Retail Customer Service Team Member
Position: Retail Customer Service Team Member
Pay Grade 5
Basic Function: The Retail Customer Service Team member serves as a key point of contact for both in-store guests and online customers, delivering a seamless and high-quality experience across all channels. This role requires a positive, professional presence with a strong focus on Southern Hospitality while also managing e-Commerce Customer Support and Retail Guest Service. This team member acts as a brand ambassador, ensuring every guest interaction reflects the values and service standards of Unclaimed Baggage.
General Responsibilities:
Basic Function: The Retail Customer Service Team member serves as a key point of contact for both in-store guests and online customers, delivering a seamless and high-quality experience across all channels. This role requires a positive, professional presence with a strong focus on Southern Hospitality while also managing e-Commerce Customer Support and Retail Guest Service. This team member acts as a brand ambassador, ensuring every guest interaction reflects the values and service standards of Unclaimed Baggage.
General Responsibilities:
Guest Experience (In-Store):
- Greet and engage every guest in a friendly, approachable manner and create a welcoming environment
- Serve as a knowledgeable ambassador of Unclaimed Baggage, answering questions and sharing the story of the brand
- Operate multi-line phone system and overhead paging system
- Process returns, issue store credit, and manage customer accounts within POS systems
- Maintain guest service desk operations, including forms, applications, and store materials
- Support tour group bookings, promotions, and guest services programs
- Monitor guest needs and escalate concerns or issues appropriately
- Maintain a clean, organized, and professional guest services area
Online & E-Commerce Support:
- Provide timely and professional customer support on online sales channels
- Help with the online order in-store pickup
- Respond to customer inquiries, cases, and concerns quickly and effectively
- Monitor and help improve customer feedback and ratings across platforms
- Assist in dual-listed product selection
- Provide feedback on pricing and product performance to internal teams
Operations & Support:
- Maintain accurate records, databases, and required documentation
- Assist with inventory counts and product organization across channels
- Keep workspace clean, organized, and aligned with company standards
- Support both retail floor and e-commerce operations as business needs require
- Work collaboratively with team members across departments
- Perform additional duties as assigned by management
Physical Requirements:
- Ability to sit or stand for extended periods of time
- Ability to work on a computer for extended periods
- Light to moderate lifting, occasionally heavier items
Skills and Specifications:
- Excellent interpersonal and communication skills, both verbal and written
- Strong commitment to guest service and creating a positive experience
- Ability to multi-task, prioritize, and manage time effectively
- Problem-solving and decision-making skills
- Comfortable working both independently and as part of a team
- Proficient in Microsoft Office (Word, Excel, Outlook)
- Ability to learn and navigate POS systems and online sales platforms
- Professional presence with strong attention to detail
- Dependable with a strong attendance record
Educational Requirements:
- High school diploma or GED required
- Computer and typing skills necessary
Scheduled Hours:
- 40 hours per week, usually requiring one to come in at 7:30 am and stay as late as 8:30 pm
- Flexibility in scheduling is required
- Saturdays required, averaging on Saturday off per month
- All major holidays required (excluding Thanksgiving Day and Christmas Day)
- Wednesday and Friday of Thanksgiving week are required
- Annual Ski Event (1st Saturday in November) required
Reporting Relationship: Reports directly to Guest Experience & Culture Manager
ABOUT UNCLAIMED BAGGAGE:
Unclaimed Baggage is the nation’s only buyer and repurposer of lost luggage, offering a second life to a treasure trove of goods that airlines and other travel/hospitality companies have been unable to reunite with their former owners. It’s 50,000 square foot brick-and-mortar retail store in Scottsboro, Alabama draws over a million visitors a year from all 50 states and around the world. Besides clothing, jewelry, footwear, electronics, eyewear and sporting goods, shoppers might find anything from a kimono to a shrunken head, vintage collectibles or a zebra skin, complete with ears and tail. This one-of-a-kind business has attracted media attention for decades in outlets ranging from The Today Show, The Wall Street Journal, Vogue, The New York Times, BuzzFeed, Discovery Channel and more for its ever-changing array of unique items from around the world, all sold at incredible value. The company also runs a philanthropic foundation called Reclaimed for Good, providing worldwide charities with millions of dollars’ worth of items like unsellable medical supplies and equipment, clothing, and eyeglasses. In 2020, this family-owned business celebrated its 50th anniversary and successfully launched its first online store. Within days of it’s launch, www.unclaimedbaggage.com welcomed over a million visitors to it’s site, shopping from every state in the country. Top 10 states by e-commerce customer range from coast to coast every week, showing the strength of this unique brand. Learn about Unclaimed Baggage at www.unclaimedbaggage.com or connect online through Instagram, Facebook and Twitter.
OUR CULTURE
Our Mission is to: “Redeem the lost, unclaimed, and rejected for the glory of God.”
We have the stability of our 50+ year history, combined with a highly entrepreneurial mindset, constantly changing and improving for growth. Our principles are rooted in a distinctly Judeo-Christian worldview. We are not perfect and do not always get it right, but we genuinely seek to honor God in all we do.
We have the stability of our 50+ year history, combined with a highly entrepreneurial mindset, constantly changing and improving for growth. Our principles are rooted in a distinctly Judeo-Christian worldview. We are not perfect and do not always get it right, but we genuinely seek to honor God in all we do.
Our Values in Action are:
- Integrity: Do the right thing
- Excellence: Always reach for better
- Humility: Listen and learn
- Service: Help others win
- Teamwork: Grow stronger together
- Gratitude: Choose to be thankful
- Entrepreneurship: Make it happen
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