Customer Experience Specialist

CUSTOMER EXPERIENCE SPECIALIST

JOB DESCRIPTION - DRAFT

FLSA Status Non-Exempt

Pay Grade GN 06

Minimum Compensation $15.00 Hourly

Maximum Compensation $23.10 Hourly

Department Board of Alcoholic Beverage Control

Reports To Store Team Leader

Current Description Last Revised September 18, 2026

Position Type Part-Time / Temporary / Seasonal

POSITION PURPOSE

Under the direct supervision of the Store Team Leader, the Customer Experience Specialist creates welcoming, knowledgeable, and efficient customer experiences while performing the essential retail, cash-handling, stocking, inventory, mixed beverage, and store-support functions of Youngsville ABC Board operations. The position brings the Board's core values to life through responsible service, accurate work, respectful relationships, careful stewardship of public resources, and practical improvement.

This position is non-exempt under the Fair Labor Standards Act. It is part-time, temporary, and/or seasonal, with schedules based on operational need and a maximum average of 30 hours per week.

DISTINGUISHING FEATURES OF THE CLASS

The Customer Experience Specialist is a frontline representative of the Youngsville ABC Board. Work involves regular contact with customers, vendors, visitors, and coworkers; accurate use of point-of-sale and inventory systems; physical handling of merchandise; and consistent compliance with laws, regulations, policies, safety standards, security procedures, and responsible alcohol retailing requirements.

The employee works within established procedures, uses sound judgment in routine customer and operational situations, and promptly seeks guidance or reports concerns involving prohibited sales, safety, security, cash, inventory, customer conduct, or other matters outside assigned authority.

Success is demonstrated not only by accurate and timely work, but also by the way that work is performed - through hospitality, fairness, responsible stewardship, community-mindedness, professionalism, teamwork, and continuous improvement.

CORE VALUES IN ACTION

The Customer Experience Specialist is expected to demonstrate the Youngsville ABC Board's core values in every customer interaction, work assignment, and operational responsibility.

EXCEPTIONAL EXPERIENCES

We create warm, engaging, and memorable moments at every touchpoint - combining hospitality, efficiency, and a sense of fun to deliver service that consistently exceeds expectations.

· Greets customers promptly and provides warm, respectful, knowledgeable, and efficient service.

· Listens carefully, asks appropriate questions, and helps customers locate products or make informed selections without encouraging irresponsible consumption.

· Provides accurate product information, recommendations, and carry-out assistance within training, policy, and responsible retailing expectations.

· Handles questions and routine concerns with patience, professionalism, and appropriate follow-through and involves store leadership when needed.

· Maintains a welcoming, clean, organized, and well-stocked sales environment at every customer touchpoint.

· Completes transactions accurately and efficiently while protecting the customer experience, compliance, and public trust.

COMMUNITY IMPACT

We invest intentionally in Youngsville - supporting local partners, uplifting our neighbors, and creating meaningful change that strengthens the entire community.

· Represents the Youngsville ABC Board positively and professionally in interactions with customers, vendors, visitors, coworkers, and community members.

· Treats every person with respect and contributes to an inclusive, welcoming environment.

· Understands that responsible service, accurate information, and professional conduct support the Board's broader responsibility to Youngsville.

· Participates in approved community activities, promotions, or outreach assignments when requested.

· Shares relevant customer feedback, community questions, or emerging concerns with store leadership.

RESPONSIBLE STEWARDSHIP

We uphold the highest standards of safety, compliance, and professionalism - protecting our customers, our team, and our community through consistent, informed, responsible practices.

· Consistently follows applicable laws, NC ABC Commission requirements, Board policies, safety standards, security procedures, and responsible alcohol retailing requirements.

· Performs required age verification and prohibited-sale procedures accurately and immediately seeks leadership support when a situation is uncertain or escalates.

· Handles cash, payments, receipts, merchandise, equipment, keys, records, and other Board assets accurately and securely.

· Supports inventory accuracy through careful receiving, stocking, rotation, counting, order preparation, and prompt reporting of discrepancies or damage.

· Uses supplies, technology, facilities, vehicles, and work time responsibly and only for authorized business purposes.

· Maintains clean, safe, secure, and organized customer, stockroom, warehouse, restroom, and break areas.

· Reports hazards, incidents, suspicious activity, loss, policy concerns, or potential violations promptly.

INTEGRITY & ACCOUNTABILITY

We lead with honesty, consistency, and professionalism - owning our actions, our decisions, and the impact we have on our customers, our team, and our community.

· Communicates honestly, respectfully, and professionally and follows established direction and procedures.

· Takes ownership of assigned work, arrives prepared, uses work time responsibly, and follows through on commitments.

· Completes transactions, counts, records, orders, and other documentation accurately and on time.

· Acknowledges errors promptly, helps correct them, and applies feedback to prevent recurrence.

· Protects confidential, sensitive, customer, employee, and business information.

· Supports coworkers, contributes to a respectful team environment, and raises concerns through appropriate channels.

INNOVATION WITH PURPOSE

We embrace creativity, modern solutions, and forward-thinking ideas that elevate our stores, empower our team, and move our community forward.

· Learns and uses approved point-of-sale, inventory, communication, and other workplace technology accurately.

· Identifies practical opportunities to improve customer service, safety, organization, communication, stocking, order preparation, or workflow.

· Shares constructive ideas and customer observations with store leadership and contributes to approved improvements.

· Approaches new or established work in thoughtful, innovative ways while remaining within laws, policies, procedures, and assigned authority.

· Adapts positively to new products, systems, procedures, and expectations and asks questions when clarification is needed.

· Observes the results of changes and provides useful feedback to help determine what should continue or be adjusted.

ESSENTIAL OPERATIONAL RESPONSIBILITIES

· Provides friendly, positive, consistent service and support to customers, vendors, visitors, and other employees.

· Operates the point-of-sale system and performs accurate, timely cashier functions, including scanning items, entering transactions, making change, issuing receipts, and completing required cash-handling procedures.

· Performs required identification checks and prohibited-sale procedures and notifies store leadership of concerns, attempted violations, or incidents.

· Assists customers with product locations, product information, responsible recommendations, special-occasion quantities, and carry-out service.

· Receives, unloads, moves, stocks, rotates, faces, and organizes merchandise in sales and storage areas.

· Performs assigned inventory counts and promptly reports discrepancies, damage, shortages, or other concerns.

· Prepares and processes mixed beverage customer orders for pickup or delivery in accordance with established procedures.

· Maintains approved displays, signage, promotional materials, product organization, and store presentation.

· Cleans and organizes retail, warehouse, restroom, break, and other assigned areas and completes routine safety and housekeeping tasks.

· Uses computers, point-of-sale systems, inventory systems, and other approved technology to complete assigned work and records.

· Communicates customer needs, operational concerns, safety issues, security risks, inventory matters, and recommended improvements to store leadership promptly.

· Performs other related duties as assigned.

ACCOUNTABILITY FOR RESULTS

The Customer Experience Specialist is accountable for customer service, transaction accuracy, responsible retailing, merchandise handling, inventory support, order preparation, cleanliness, safety, security, reliability, teamwork, and demonstration of the Board's core values. Specific expectations and measures will be established through training, daily direction, and the Board's performance-management process.

RECRUITMENT AND SELECTION GUIDELINES

Work Environment and Working Conditions

Work is performed primarily in controlled-climate retail, mixed beverage, warehouse, and office environments with limited exposure to natural elements or hazardous conditions. The position may work at multiple locations and may travel occasionally using a personal vehicle or Board vehicle. Scheduling may include days, evenings, weekends, and holidays based on operational needs.

Physical Requirements

Ability to lift up to 50 pounds is required. Physical activities may include climbing, balancing, stooping, kneeling, crouching, lifting, carrying, pushing, pulling, reaching, standing, walking, grasping, feeling, talking, hearing, and repetitive motions.

Minimum Qualifications

· High school diploma or GED.

· At least eighteen (18) years of age.

· Ability to perform basic mathematical computations, including addition, subtraction, multiplication, and division.

· Experience operating a cash register or point-of-sale system and accurately making change.

· Experience using personal computers and standard workplace technology.

· Retail or customer-service experience; experience in regulated retail or alcohol beverage control operations is preferred.

· Ability to learn product brands, characteristics, common uses, store layout, policies, and responsible retailing requirements.

· Ability to communicate clearly, work cooperatively, follow instructions, and provide professional service to a diverse public.

· Ability to work a flexible schedule and at different Board locations when assigned.

· An equivalent combination of relevant education, training, and experience may be considered.

Required Values Competencies

· Exceptional Experiences: Creates welcoming, knowledgeable, and efficient customer interactions.

· Community Impact: Represents the Board positively and connects daily work to responsible service in Youngsville.

· Responsible Stewardship: Uses sound judgment in safety, compliance, cash, inventory, security, and resource use.

· Integrity & Accountability: Demonstrates honesty, reliability, professionalism, accuracy, ownership, and follow-through.

· Innovation with Purpose: Suggests and supports thoughtful improvements while working within applicable guidelines and authority.

OTHER REQUIREMENTS

Part-Time Position: This position is part-time, temporary, and/or seasonal. There is no minimum number of scheduled hours, the need filled by the position may be transient, and the position is limited to a maximum average of 30 hours per week.

DISCLAIMER

This job description is not an employment agreement or contract. Management has the exclusive right to alter this job description at any time without notice.

Job Type: Part-time

Pay: From $15.00 per hour

Expected hours: No more than 20.0 per week

Benefits:

• Flexible schedule

Work Location: In person