Lead Customer Service Representative

Store Associate

The position includes, but is not limited to, the following essential job duties, responsibilities and requirements:

Customer Satisfaction: Provides prompt excellent customer service in a courteous, friendly and attentive manner.

• Greets customers as they enter the area and thanks customers as they leave.
• Gives assistance and offers suggestions or recommendations to the customer.
• Rings up all sales on cash register properly and accurately, handling money, checks, and other types of payment received for product sold.
• Performs multi-function operation of fuel console, lottery machines, money order machine, telecom transactions, etc.
• Reports to work on time and follows the dress and appearance code.

Facility Condition: Maintains the store facility's condition and equipment to Company and/or brand standards by cleaning and performing a variety of general housekeeping duties:

• Performs multi-function and cleaning duties necessary to maintain store cleanliness inside and out; basic upkeep and cleaning of all equipment in stores.
• Inspects store facilities and equipment for safety, cleanliness, and proper working order.
• Contacts maintenance for repair when needed.

Merchandising: Completes build-to's for ordering/purchasing merchandise. Receives and verifies vendor deliveries.

• Maintains adequate stock throughout the store and supplies in counter areas; rotates stock properly.
• Places advertising and pricing signage inside or outside the facility including marquees, ceilings, walls and windows.

Sales Controls: Controls merchandise, cash shortages, and other selling expenses. Assists in maintaining proper inventory levels and shift audits.

Financial Controls: Monitors shift sales, cash handling procedures and other shift functions including daily close-out functions.

• Notifies the Store Manager of any sales, cash, inventory or operating discrepancy.
• May receive and sign vendor deliveries and verify quality and quantity of product.
• Follows Company and/or brand guidelines for product breakage or spoilage.

Staffing Controls: Supervises the activities of customer service representatives in the absence of the Store Assistant Manager.

• Helps coach and train new employees to carry out their duties in accordance with Company and/or brand operating, conduct and performance standards.
• Monitors customer traffic and makes appropriate adjustments to decrease waiting time; may reschedule or re-assign duties of employees based on operational or discipline needs.
• Assists with counseling of employees and provides feedback to help employees improve performance.
• May provide direction for managing the fast food service area of the store.
• Knows the gasoline pricing strategy for the store and changes gasoline prices correctly.

Security Controls: Reports all incidents including but not limited to employee or customer injuries, theft, property damage or improper sanitation or waste disposal to the Store Manager.

• Reports any situation in which unsafe, unlawful or unethical conduct is or might be occurring.

Administrative: Performs duties associated with shift change such as counting the cash drawer, recording employee purchases and completing end of shift/shift change reports.

• Keeps and ensures all employees keep accurate time keeping records.
• May take inventory of supplies and equipment.
• Attends job-related meetings (may be required to work irregular hours).
• Provides regular and predictable onsite attendance.
• Complete daily store reports and other duties as assigned by the Store Manager.

Job Requirements:

• High school diploma or GED preferred.
• Experience in retail sales preferred.
• Ability to work with the equipment, tools and materials listed above.
• Ability to work as scheduled including arriving to work on time.
• Ability to communicate information and ideas so others will understand.
• Ability to perform the four (4) basic arithmetic operations (add, subtract, multiply and divide) preferred.
• Ability to perform essential duties and physical functions described below.
• Ability to work in the conditions described below.

Physical Requirements:

• Ability to be exposed to cold or warm temperature extremes performing occasional work in a walk-in cooler and/or freezer and outdoors.
• Ability to occasionally lift and/or carry up to 30 pounds from ground to overhead (i.e., assisting in stocking/maintaining inventory levels).
• Ability to occasionally lift and/or carry up to 50 pounds from ground to waist (i.e., to replenish fountain syrups).
• Ability to grasp, reach and manipulate objects with hands for entire shift. (This handwork requires eye-hand coordination.
• Ability to push/pull with arms up to a force of 20 pounds (i.e., utilizing a hand-truck).
• Able to reach overhead for objects.
• Ability to bend and twist at waist.
• Ability to communicate orally.
• Ability to operate a cash register and/or computer keyboard.
• Ability to stoop, kneel, squat, bend, push, and pull.
• Ability to work alone.
• Be exposed to occasional noise.
• Ability to stand and/or walk for an entire shift.
• May require climbing a ladder to store and retrieve materials or place and remove signs.

Work Environment:

• Perform approximately 95% of all work indoors, but will be required to clean parking lots, gas pumps, take out garbage, etc.
• Exposure to extreme cold temperatures while performing occasional work in a walk in cooler and/or freezer.
• Exposure to occasional noise.
• Work with minimum direction and periodic supervision.