Career Development

What Does a Kohl’s Customer Service Associate Do?

Find out what a Kohl's Customer Service Associate does, how to get this job, and what it takes to succeed as a Kohl's Customer Service Associate.

Kohl’s is a department store chain that offers a wide variety of clothing, home goods, and other products. They have over 1,100 stores in 49 states across the United States.

A Customer Service Associate at Kohl’s is responsible for providing excellent customer service to customers in the store. This includes greeting customers, answering questions, helping customers find items, and providing assistance with returns and exchanges. They also help to maintain the store’s cleanliness and organization. Customer Service Associates must be friendly, helpful, and knowledgeable about the products and services offered at Kohl’s.

Kohl’s Customer Service Associate Job Duties

A Kohl’s Customer Service Associate typically has a wide range of responsibilities, which can include:

  • Provide excellent customer service to all customers, including greeting them warmly and responding to inquiries in a timely manner
  • Assist customers with locating items, answering questions about products, and providing information on promotions and sales
  • Process transactions accurately and efficiently, including cash handling, credit card processing, and returns/exchanges
  • Maintain an organized work area and ensure that shelves are stocked and merchandise is properly displayed
  • Follow company policies and procedures for loss prevention, safety, and security
  • Participate in store meetings and training sessions as required
  • Utilize the Kohl’s mobile app to assist customers with their shopping experience
  • Provide assistance to other departments when needed, such as helping unload trucks or stocking shelves
  • Monitor stock levels and restock shelves as necessary
  • Ensure compliance with all applicable laws and regulations
  • Handle customer complaints and disputes in a professional manner
  • Perform additional duties as assigned by management

Kohl’s Customer Service Associate Salary

The salary of a Customer Service Associate at Kohl’s is determined by a variety of factors, including the individual’s experience, education, and skillset. Additionally, the location of the store and the current market rate for the position can also affect the salary. Furthermore, the size of the store and the number of hours worked can also be taken into consideration when determining the salary of a Customer Service Associate at Kohl’s.

  • Median Annual Salary: $35,179 ($16.91/hour)
  • Top 10% Annual Salary: $47,080 ($22.63/hour)

Kohl’s Customer Service Associate Job Requirements

Kohl’s is looking for a Customer Service Associate to join their team. The ideal candidate should have excellent customer service skills, a friendly and outgoing personality, and the ability to work in a fast-paced environment.

The minimum educational requirement for this position is a high school diploma or equivalent. Previous experience in customer service or retail is preferred, but not required. Candidates should also have basic computer skills and be comfortable using a variety of software programs.

In addition, the successful candidate must be able to pass a background check and drug test. A valid driver’s license is also required. The ability to lift up to 50 pounds is also necessary.

Kohl’s Customer Service Associate Skills

Kohl’s Customer Service Associate employees need the following skills in order to be successful:

Self-motivated: Customer service representatives often work in fast-paced environments, so it’s important for them to be self-motivated. This ensures they can complete their tasks and responsibilities in a timely manner. Being self-motivated also ensures they can work independently and take initiative when necessary.

Interpersonal Skills: Customer service representatives often work in teams with other employees, so interpersonal skills like teamwork and collaboration are important. You may also work with managers and other customer service representatives to resolve customer issues, so it’s important to be able to communicate effectively with others.

Retail Experience: Having previous experience in retail can help you in your customer service associate role. Having experience in retail can help you understand the needs of customers and how to help them. It can also help you identify the products that are most popular and how to display them.

Customer Service: Customer service skills are the abilities you use to interact with customers and provide them with a positive shopping experience. Customer service skills include friendliness, patience and the ability to solve customer issues. Customer service skills are important in any customer-facing role, including in retail.

Time Management: Time management skills allow you to prioritize tasks and manage the time you have to complete them. As a customer service associate, you may have several customers waiting to speak with you at any given time. It’s important to prioritize your tasks so you can serve customers in the order they arrived. This ensures you can help customers as quickly as possible and reduces the amount of time customers have to wait.

Kohl’s Customer Service Associate Work Environment

Kohl’s Customer Service Associates work in a fast-paced, customer-oriented environment. They are expected to provide excellent customer service and help customers with their inquiries and purchases. Associates typically work a 40-hour week, with shifts that may include evenings and weekends. Overtime is sometimes required, especially during peak shopping seasons. Associates must be able to handle a high level of stress and remain calm and professional in difficult situations. They must also be able to work independently and as part of a team. Associates may be required to travel to other stores or attend training sessions.

Kohl’s Customer Service Associate Trends

Here are three trends influencing how Kohl’s Customer Service Associate employees work.

Chatbots, AI and the Virtual Assistant

Chatbots, AI and the Virtual Assistant are becoming increasingly popular in customer service. These technologies allow customers to get answers quickly and easily without having to wait for a human representative. For Kohl’s Customer Service Associates, this means that they can focus on more complex tasks while the chatbot handles simple inquiries.

The use of these technologies also allows for better data collection and analysis. This data can be used to improve customer experience by providing personalized recommendations and tailored solutions. Additionally, it can help identify areas where customer service could be improved or streamlined. As such, understanding how to effectively utilize these emerging trends is essential for any Customer Service Associate at Kohl’s.

Empathy Becomes a Skill

As customer service becomes increasingly digital, empathy is becoming a key skill for customer service associates. With the rise of chatbots and automated responses, customers are looking for more personalized interactions with customer service representatives.

Kohl’s customer service associates must be able to understand their customers’ needs and feelings in order to provide effective solutions. This means being able to read between the lines and anticipate what the customer may need or want. It also requires active listening skills and an understanding of how to respond appropriately to different types of customer inquiries. Empathy is essential for Kohl’s customer service associates to build trust and loyalty with customers.

Digital Transformation

Digital transformation is a key trend in customer service, and Kohl’s is no exception. As customers increasingly expect personalized experiences, Kohl’s Customer Service Associates must be prepared to use digital tools to provide the best possible service. This includes using chatbots to answer basic questions quickly, leveraging AI-powered analytics to better understand customer needs, and utilizing social media platforms to engage with customers.

Digital transformation also requires that Customer Service Associates stay up-to-date on the latest technologies and trends. They must be able to adapt to new systems and processes as they arise, while still providing excellent customer service. By understanding how digital transformation can improve their work, Customer Service Associates at Kohl’s will be well-positioned for success in the future of customer service.

Advancement Prospects

Customer service associates at Kohl’s may be able to advance to a supervisory role, such as a customer service manager or a customer service supervisor. These roles involve overseeing the customer service team, ensuring that customer service standards are met, and providing training and support to customer service associates. In addition, customer service associates may be able to move up to a sales associate role, which involves helping customers find the products they need and providing advice on product features and benefits.

Interview Questions

Here are five common Kohl’s Customer Service Associate interview questions and answers.

1. Why are you interested in working at Kohl’s?

This question can help the interviewer learn more about your interest in working at Kohl’s and how you might fit into their company culture. When answering this question, it can be helpful to mention a specific aspect of Kohl’s that interests you or something you’ve heard about the company.

Example: “I’m interested in working for Kohl’s because I love helping customers find exactly what they’re looking for. In my previous job as a sales associate, I would often hear customers say how much they loved shopping with us because we always had such great customer service. I think Kohl’s is an amazing place to work because of its commitment to providing excellent customer service.”

2. Give an example of how you demonstrated leadership.

Leadership is an important skill for customer service associates to have. Employers ask this question to see if you are a good leader and how you’ve used your leadership skills in the past. When answering this question, think of a time when you were in charge of a group or project. Explain what steps you took to ensure that everyone was on the same page and working toward the same goal.

Example: “In my previous role as a retail associate at a clothing store, I was tasked with organizing a team event. I met with my manager to discuss ideas for the event and we decided it would be fun to do a company scavenger hunt. We split into teams and each had to find items based on clues. It was a lot of work, but it was also a lot of fun. In the end, we all got to know one another better and enjoyed ourselves.”

3. Can you tell me about a time when you had to solve a problem that was not straightforward. How did you approach the problem?

This question can help the interviewer understand how you approach challenges and solve problems. Use examples from your previous experience to highlight your critical thinking skills, problem-solving abilities and ability to adapt to different situations.

Example: “At my last job as a customer service representative for an insurance company, I had a client who was having trouble understanding their policy. The client kept asking me questions that were already answered in the information packet they received when they purchased the policy. After several minutes of explaining the same thing over and over again, I decided to look at the paperwork myself to see if there was something I missed. Sure enough, I found that the client’s policy had expired two months prior but they didn’t know it because they hadn’t gotten their renewal letter yet.”

4. What is your experience with customer service?

This question can help the interviewer determine your experience level and how you’ve applied it to customer service. If you have no prior experience, you can describe a time when you provided excellent customer service in another role or discuss what you hope to achieve with this position.

Example: “I worked as a server at a restaurant for three years before I started my current job as a retail associate. During that time, I learned how to interact with customers of all ages and personalities. I also developed strong communication skills and became familiar with different types of payment methods. Now, I’m looking to apply those skills to a larger company like Kohl’s.”

5. Are you available to work nights and weekends?

Many retail stores have peak shopping times, which means they need extra help during those hours. Employers ask this question to make sure you are available when their store needs it most. If you can work nights and weekends, let the employer know that in your answer. If you cannot, explain why.

Example: “I am available to work nights and weekends. I actually prefer working evenings and weekends because there is less of a crowd. This allows me to provide better customer service and spend more time with customers who need assistance.”


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