The role of the Mask Compliance Specialist/Greeter is to provide excellent customer service to customers of the Natural Grocers, while enforcing local government orders on mask compliance as well as company mask compliance policies. The Mask Compliance Specialist/Greeter will greet customers as they enter and leave the store and will remind customers, they are required to wear a mask or face protection when shopping with us and will offer them a free disposable mask or face shield. If a customer refuses to wear a face covering due to a health condition, the Mask Compliance Specialist/Greeter, will explain the various accommodations we have in place to provide service to those that cannot wear a face covering face shields as opposed to a cloth face mask, curbside ordering and Instacart delivery. This position is expected to de-escalate and diffuse tensions that may arise from customers as a result of mask policy and/or ordinance. As customers leave the store, they will thank them for shopping with us.

Responsibilities

• Providing exceptional service to all customer while maintaining the company's core values
• Diplomatic approach when talking to customers
• Ability to de-escalate confrontations while enforcing mask compliance
• Alleviate and respond to customer frustrations and complaints involving masks and mask wearing
• Help keep customer count and enforce maximum occupancies set by government ordinance.
• Flexible schedule, including weekends, evenings and split shifts
• Identify and assess customers' needs to achieve compliance with mask polices and de-escalation
• Handle customer complaints and non-compliance regarding masks, provide appropriate solutions and alternatives for customers to alleviate and resolve confrontation within the store
• Partner with local law enforcement as appropriate
• Assess when it is necessary to contact the police due to an escalated mask situation.

Although this is a general outline of job responsibilities all employees are expected to be hands on and do whatever it takes to get the job done and help the company thrive.

Qualifications

1. Friendly and kind approach to customer service
2. Ability to de-escalate conflict over masks
3. Ability to not take conflict personally
4. Ability and willingness to ask customers to wear a mask when shopping with us
5. Alert store management to issues at the front-end of the store
6. Attentive and Assertive

This job description is not an employment contract. It does not guarantee a job or that the above listed duties are the limit of responsibilities. The job and job description are subject to change with and without notice. Employees are required to accomplish any and all tasks assigned to him/her by their Manager and/or other Store Support Center manager that might not be listed in this job description.

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