70181-LP Customer Service Associate

All 1,000 of our Marshalls stores embrace discovery, from designer luggage to statement shoes. Our assortment of brands is always changing, but our mission to provide the surprises that make the everyday a little more fun is unwavering. Just like working here. Everyone encourages each other and embraces the excitement that can come with change. Each shift is a new opportunity to Discover Different.

Posting Notes: Marshalls Store 1136 || 6197 Livingston Road || Oxon Hill || MD || 20745

ROLES AND RESPONSIBILITIES: LP CSA (TACTICAL UNIFORM)

• • Acts as a visual deterrent to prevent potential loss/dishonesty.
  • Wears a Company-issued Body Worn Camera (if assigned) and engages the camera during approved situations.
• Wears a complete Company approved uniform (tactical vest, black shirt and pants, and black shoes). The Company provides the tactical vest and black shirt. The Associate is responsible for wearing black pants and shoes.
• Establishes and maintains position at the front of the store (TJ Maxx and Marshalls) or in a department (TJ Maxx only).
• Responds to customer requests for assistance by referring customers to Store Management or customer service via a Company-issued radio.
• Properly responds to Merchandise Protection Pedestal Activation.
• Observes and reports any suspicious behavior or critical incidents to Loss Prevention or Store Management.
• Performs a closing safety sweep of the store with a member of management.
• Acts as a witness to shoplifter apprehension attempts with certified Store Detectives.
• Adheres to all Company Policies and Procedures, including Loss Prevention policies.
• Calls police only when directed by the appropriate LP Associate or Store Management in an emergency.
• Documents required incidents in AIIM (case management).

• Job Description:
  • The Customer Service Associate (Tactical Uniform) is a uniformed CSA who focuses exclusively on providing excellent customer engagement at the front of the store. The CSA (Tactical Uniform) uses a Company-issued Body Worn Camera to record specific events involving critical incidents for legal, safety, and training purposes.
• Roles and Responsibilities of CSA (Tactical Uniform):
  • Maintains a proper and professional stance in the designated area at the front of the store.
  • Wears the Company-issued CSA Tactical Uniform consisting of a tactical vest and black shirt.
  • The CSA provides their own black pants and black shoes.
  • Responds to customer inquiries.
  • Properly responds to Merchandise Protection Pedestal Activation.
  • Adheres to proper use of the Body Worn Camera as outlined in policy and procedure.
  • Documents required incidents in case management.

• Establishes and maintains position at the front of the store (TJ Maxx and Marshalls) or in a department (TJ Maxx only).
  • Acts as a deterrent to prevent external theft by using approved Customer Engagement Techniques.

• Wears assigned Company-issued shirt.
• Smiles and greets customers appropriately, demonstrate courtesy and respect.
• Responds to customer requests for assistance by referring customers to Store Management or customer service via a Company-issued radio.
• Properly responds to Merchandise Protection Pedestal Activation.
• Observes and reports any suspicious behavior or critical incidents to Loss Prevention or Store Management.
• Acts as a witness to shoplifter apprehension attempts with certified Store Detectives.
• Adheres to all Company Policies and Procedures to not detain, apprehend, chase, follow, question, or accuse anyone of dishonesty or make a customer feel uncomfortable.
• Remains in their designated area of the store (aside from breaks).
• Documents required incidents in AIIM (case management).

• Job Description:
  • The Customer Service Associate (Non-Tactical Uniform) is a uniformed (non-tactical) CSA who focuses on providing excellent customer engagement at the front of the store or occasionally in a specific department (TJ Maxx only) and supporting external theft deterrence.
• Roles and Responsibilities of CSA (Non-Tactical Uniform):
  • Remains in the designated area at the front of the store (TJ Maxx and Marshalls) or designated department (TJ Maxx only).
  • Wears the designated Company-issued CSA Non-Tactical Uniform consisting of the assigned shirt.
  • Makes verbal contact with any customers within 10 feet of them within 10 seconds using a welcoming tone of voice.
  • Properly responds to Merchandise Protection Pedestal Activation.
  • Uses approved Customer Engagement Techniques to prevent external theft.
  • Directs customers to areas of the store they may ask about.
  • Notifies an Associate and/or Manager via a Company-issued radio when a customer has a question or concern.
  • Asks customers if there is anything they need assistance with.
  • Identifies internal alert signals and reports them to their supervisor.