Lead customer service

SUMMARY :

The Lead CSA monitors and oversees the work of others in a leadership capacity and is responsible for directing the operations of the assigned facility in the absence of the Assistant Manager, Manager-In- Training or the Store Manager.

Employees in this job class will supervise junior staff as needed. He / She is responsible for servicing customers in a timely manner, and for performing daily station / store operations in accordance with Company guidelines.

The Lead CSA position requires a high level of initiative, communication skills and organizational skills, and the ability to project the desired company image of courteous and friendly service to customers.

ESSENTIAL JOB FUNCTIONS :

• Report to work on scheduled day at the scheduled time, be neatly groomed and in approved uniform as described per the policy manual.
• Conduct yourself in a professional manner, displaying a positive attitude, speaking highly of the Company in the presence of customers, vendors, service providers, and other team members.
• Meet, greet, and thank customers in a friendly and timely manner, providing the best customer service and handling complaints quickly and tactfully according to Company policy.
• Helping customers purchase products by fully understanding the store's available products and having knowledge of product promotions / pricing.
• Developing customer connections by understanding a customer's frequent purchases and develops a one-on- one relationship by learning about the customer.
• Effectively utilize all transactional equipment (cash registers, electronic safe, lottery, fuel, phone card, EBT, credit card, etc.

to efficiently process customer transactions.

• Adhere to proper cash handling procedures to prevent losses according to the Company's Loss Prevention Policy and Procedures.
• Adhere to security controls established by the Company regarding drive-offs, burglary and theft prevention, identification checks, counterfeit bills, etc.
• Perform all job duties in a safe and timely manner; follow company policies and procedures to ensure safe work practices.
• Use, operate, clean, deep clean, and maintain cleanliness of all food service equipment (coffee, fountain drink machine, frozen beverages, iced tea, hot dog grille, microwave, etc.).
• Physically clean, organize, and maintain cleanliness / organization of store (inside / outside) including, but not limited to, restrooms, floors, counter tops, shelving, displays, merchandise, food service equipment and area, parking lot, pumps, car wash, and facility property including other outside equipment / units.
• Properly stock, clean, organize, and maintain cleanliness / organization of the walk-in cooler and freezer.
• Perform all duties with minimal direction and / or periodic supervision.
• Work on different / irregular shifts when necessary, including over night shifts and holidays.
• Attend job-related mandatory meetings.
• Perform inventory duties, including following vendor check-in process, correct product pricing policies, and check / place codes on products according to policy.
• Complete all required orientation training and on-going training.
• Notify management of any observed dishonesty by customers, vendors, or store employees.
• Keep all secured area doors locked, ensure all doors are properly secured during closing, and the alarm is properly engaged (if any).
• Act in accordance with all local, state, and federal laws and regulations.
• Ensure that all customers purchasing age restricted products meet the allowable criteria for purchases (example : alcohol and tobacco sales).
• Read and follow through on all posted stores notices.
• Seek answers and information when questions arise, especially regarding Company Policies and Procedures.
• Documents all information pertaining to Incidents on appropriate Company approved forms.
• Inform immediate supervisor of any issues or concerns that might affect the store's customer service, safety record, profitability, or adherence to the Company's Policies and Procedures
• Complete / perform all other duties as they are assigned by supervisor / management in a timely manner.
• Keep all Company and store information confidential.
• Comply and enforce all Company policies and procedures as outlined in the Company's Employee Handbook and all other designated manuals.

JOB QUALIFICATIONS :

• 1-2 years of experience in a supervisory or lead role, preferably in a retail environment.
• Must be at least 18 years of age.
• Must have a valid Driver's License (position requires driving for price surveys and miscellaneous tasks).
• High School diploma or GED preferred.
• Ability to communicate effectively in English, in both verbally and in written form.
• Ability to understand and follow oral and written instructions; able to read and write at a level sufficient to perform assigned duties successfully.
• Ability to perform basic arithmetic operations using addition, subtraction, multiplication, and division.
• Ability to learn to operate a cash register, computer console, and other equipment and tools related to the work task.
• Ability to learn and apply proper sanitation and safety requirements associated with food storage and serving.
• Physical abilities necessary :

o Ability to stand and / or walk for an at least 8 hours.

o Ability to occasionally lift and / or carry up to 30 pounds from ground to overhead up to 30 minutes of workday.

o Ability to occasionally push and pull with arms up to a force of 20 pounds (i.e., utilizing a hand-truck).

o Ability to occasionally bend at waist with some twisting up to one hour of workday.

o Ability to occasionally grasp, reach, and manipulate objects with hands above the head and below the knees. (This work requires eye-hand coordination, and may require bilateral coordination of hands up to 4 hours of workday).

• Ability to occasionally climb a ladder to store or retrieve materials, and / or place or remove signage.
• Approximately 75% of work is performed indoors, but there are times when extended periods of work may be performed outside :

o Ability to be exposed to intermittent outdoor hot or cold temperatures and external environmental insects when performing tasks outdoors.

o Ability to be exposed to intermittent indoor cold temperature extremes when working in walk-in cooler or freezer.

o Ability to be exposed to intermittent noise (i.e., cash register, telephone, etc.).

• Capable of working in small spaces at times.
• Demonstrated success in dealing with stressful situations.
• Ability to work varying shifts, including overnight shifts and holidays.
• Must be able to provide proof of authorization to work in the United States if hired.

The job requirements list is not a complete description of responsibilities but the list reflects the general qualifications, duties and / or responsibilities necessary to perform this position.

The Company reserves the right to revise the job description when circumstances are necessary for reasons like, but not limited to, new systems, technical developments, emergencies, and workload and / or personnel changes.

PI255609546

Last updated : 2024-11-26