So I've been working at one of the biggest hardware chains in my country (At basically minimum wage), just started a new role within an interiors based department. I come from a design background, so my primary role is supposed to involve planning interiors, producing diagrams, 3-D renderings etc. However, this makes up about 5% of my job.
Due to absolute mismanagement, tight wage budgets and whatever other corporate excuse, I'm frequently having to cover multiple areas within the department. Many of which require a trade qualification, to actually know anything about. Most notably plumbing and sometimes even electrical, at what feels like great personal liability (risk of things going wrong etc.)
Due to our massive volume of customers, I frequently get bogged down in these aisles and am more or less made to address customer queries. Team members forward most customer concerns to me, even though
I essentially know nothing about the technicalities of plumbing.
I have to wear an earpiece and have a work phone, so I get burdened with a large volume of requests, that detract from my main role. Quite often these questions will be highly specific, involving technical jargon I'm simply not that familiar with.
It is beginning to stress me out and I'm feeling quite overwhelmed. I know it is beyond my circle of competency and I frequently clarify this with customers, yet I still get probed with detailed questions. They can be pretty relentless and the bad ones seem to exploit any sign of weakness. There are no other staff around, so it is not like I have anyone to refer to alot of the time.
My plan is to contact the union for advice, whilst searching for work outside of customer service, as it is soul destroying. But in the mean time, I need to find a way to tactfully decline requests in the areas of plumbing. But is difficult with management breathing down your neck.
Any further advice would be appreciated.