Lead Customer Service Associate

Job Description

General Summary

In addition to the duties performed by the part-time Customer Service Associates, the full-time Lead Customer Service Associate will open and close the convenience store, receive deliveries from vendors, manage the work schedules, provide training, approve time off for the Customer Service Associate and provide input on their performance review.

Direct supervision of the part-time Customer Service Associates resides with management.

Essential Job Functions

• Greets customers in a welcoming and professional manner. Utilizes customer-focused interpersonal skills which include, but is not limited to, smiling, making eye contact, providing undivided attention, assisting customers in locating items, acknowledging they will be assisted soon if waiting for another transaction and thanking each one for their business.
• Opens and closes the convenience store adhering to proper policies and procedures as a key holder for the store.
• May serve as back up to management in their absence.
• Ensures surveillance cameras are on and recording to ensure the safety of employees and customers.
• Ensures proper signage is in the store as it relates to the sale of tobacco products, hours of business, pricing, etc.
• Opens mail and forwards / handles accordingly.
• Works with the management team in the recruitment / hiring process of store employees.
• Provides assistance to co-workers and requests support as needed.
• Makes recommendations to management on the efficient operation of the store, policies, procedures, selection of merchandise, etc.
• Solicits customer feedback, input and information through various communication vehicles.
• Receives and signs for deliveries from vendors. Obtains management approval on invoices and submits to appropriate parties for payment.
• Orders supplies and other merchandise as directed.
• Delivers bank deposits to financial institution.
• Communicates with the management team regarding customer requests and vendor-related concerns.
• Complies with federal and state laws by requesting personal identification from customers who are purchasing any type of tobacco product which includes nicotine vapor products or alternative nicotine products.

Must adhere to the Virginia Department of Alcoholic Beverage Control law by refusing to sell these items to anyone who is under 18 years of age.

• Turns gas pumps on and off.
• Demonstrates initiative to learn and effectively apply knowledge of standard operating procedures.
• Actively participates in on-the-job training and / or coaching opportunities as required by management.
• Keeps coffee and hot foods area clean. Stocks cups, lids, straws, coffee mixers and creamers. Brews coffee and refills coffee thermals.

Ensures hot food is kept at the appropriate temperature and that units are turned off at night. Works safely as to not cause harm to self, customers, co-workers, equipment or inventory.

Processes checkout transactions utilizing cash registers and credit / debit card terminals. Accurately handles cash and makes change.

Maintains proper cash levels in register drawer. Bags items for customers. Refills register paper.

Replenishes merchandise and faces products on shelves to ensure a neat and professional presentation according to store procedures.

Identifies expiration codes on food items and notifies management or handles according to established procedures.

• Monitors entrances and exits in an effort to promote store safety, security and to minimize merchandise loss. Escalates security concerns to store leadership.
• Performs daily housekeeping duties according to procedures to ensure a neat, clean and welcoming environment. This includes, but is not limited to, cleaning, sweeping, mopping, taking out the trash and dusting.
• Performs all other job functions as assigned.

Requirements

Education : Requires a High School Diploma or equivalent.

Experience : Requires at least one year of previous work experience in a convenience store or retail setting.

Requirements

• Requires excellent communication skills
• Comfortable serving in a lead role and providing guidance to Customer Service Associates
• Superior relationship building / mentoring skills
• Flexibility to meet customer and business needs
• Ability to handle uncomfortable situations in a professional manner such as credit card denials, refusal to sell tobacco to underage customers, pricing discrepancies, rude customers, etc.
• Ability to learn and effectively apply knowledge of a variety of store merchandise in order to correctly answer general customer questions and make recommendations
• Excellent customer service skills
• Attention to detail
• Mathematical aptitude
• Ability to operate cash register and debit / credit card machine
• Ability to work alternative work schedules and / or weekends
• Reliable transportation
• Ability to report to work on time is required

Work Environment

Inside working conditions. Handling of hot food items and equipment.

Physical Activities & Requirements

While performing the essential job functions of this position, the following is required :

• Continuously stand, walk, bend, reach, finger and handle, use hands in repetitive motion, utilize eye / hand coordination
• Frequently turn and twist head / neck and back / waist
• Occasionally pull, push, lift, carry up to 25 pounds

Must be able to hear and speak to customers in a courteous, professional manner.

Tools & Equipment

Phone, Cash Register, Credit / Debit Machine, Mop, Broom, step ladder

Equal Opportunity Employer : All qualified applicants will receive consideration for employment and will not be discriminated against based on their race, gender, disability, veteran status, or other protected classification.