Job title: Store Protection Specialist

Classification: Non-Exempt

Reports to: Store Manager

Job Summary: The SP Specialist is responsible for establishing and maintaining a

high-level customer service environment in an effort to ensure the safety and security of

customers and team members.

Duties and Responsibilities:

• Welcome customers and visitors by greeting them promptly, politely, and with a warm smile.
• Assist in maintaining and managing traffic flow during busy periods, ensuring a smooth and efficient entrance and exit process.
• Collaborate and communicate effectively with other team members to provide consistently excellent customer service.
• Ensure adherence to company policies and procedures, especially those related to customer interactions and safety protocols.
• Uphold a professional appearance and conduct oneself in a manner consistent with the values, vision, and mission of the company.
• Ensure that no large bags or backpacks are brought in by customers.
• Ensure that a manager or supervisor checks all team members’ bags any time they exit the building and that those bags adhere to the company’s clear bag policy.
• Oversee and/or lead interactions with customers suspected of shoplifting to measure for compliance with company shoplifting policy.
• Establish a presence in the immediate vicinity of the store’s entrance in order to project a strong sense of service as well as a strong deterrent to dishonest activity.
• Conduct semi-regular floor walks to ensure safety and security of customers and team members.
• Complete and submit Daily Activity Log to lp@brook-valley.com and place in binder for 60 days.
• Dress code is business casual.

Qualifications:

1. High school diploma or equivalent; additional education or training in customer

service is a plus.

2. Proven experience in a customer-facing role, preferably in a retail or hospitality

setting.

3. Excellent interpersonal and communication skills, including fluency in multiple

languages if applicable.

4. Strong problem-solving abilities and the capacity to handle difficult or irate

customers with patience and grace.

5. Ability to thrive in a fast-paced environment and handle multiple customer

inquiries simultaneously.

6. Exceptional organizational skills and attention to detail to maintain an orderly

entrance area.

7. Friendly and approachable demeanor, with a positive attitude towards

customer service.

8. Flexibility to work varied shifts, including weekends, evenings, and holidays