POSITION DESCRIPTION

Job Title: Customer Service Lead
Department: Front End
Reports To: Manager of Customer Service
Numbers and Titles of Associates Supervised: Variable
Prerequisite Training: Completed Cashier/Service Associate, Service Desk/Kiosk,
Service Leader training packets

Qualifications:
A high school graduate or equivalent preferred. Excellent interpersonal, organizational, communication, and customer service skills. Good understanding of store operations preferred. Must meet minimum age requirements to perform specific job functions.
Demonstrated ability and willingness to learn multiple tasks and technical requirements of the job. Ability to use technical information to solve problems. Ability to lead and direct others.

Essential Job Functions:
1. Promote customer goodwill by role modeling and providing high standards in customer service.
2. Treat all associates with fairness, dignity, and respect. Provide recognition of accomplishments and offer constructive counseling when necessary to hold associates accountable to company standards.

3. Foster a positive and inclusive environment to all associates.
4. Assist in managing the Front End operations in accordance with established department standard practices.
5. Assist in managing work schedules to effectively maintain customer service standards and meet associates’ personal needs.
6. Fully utilize all Standard Practice Train Aids, Reference Documents, and Training

Materials to train and develop associates to meet the departmental needs. Keep all yearly certification up to date.

7. Use good judgment in the delegation, assignment, and follow-up required for the efficient performance of the department as outlined on the Assignment Sheets.

8. Supervise performance of all duties and responsibilities of all Front End associates.
9. Assist the Manager of Customer Service in ensuring compliance with all Anti-Money

Laundering regulations and training.
10. Must be able to meet the physical requirements of the position, with or without reasonable accommodations.

Duties and Responsibilities:
1. Ensure department associates are properly trained by certified trainers.
2. Maintain solid communication in the department, the store, and throughout the organization through the utilization of the Cash Office/Front End Communication Board and Task Management.

3. Observe and ensure compliance with company sanitation, safety, and food safety standards.

4. Observe and follow all company policies and established procedures.

5. Support and comply with all company safety standards. Communicate any needed equipment repairs or maintenance work needed. Keep work area free from debris and safety hazards.

6. Ensure that all of the various types of sales transactions and media accepted by the store are handled in strict accordance with established company policies and procedures including full compliance with any legal requirements.

7. Supervise the effective operation of the office/service desk/kiosk/front end/bottle room
(if applicable) to include cleanliness, customer service, and accurate transactions.

8. Secure office and front-end cash drawers at all times when leaving it unattended; protect company assets at all times.

9. Have a total understanding of labor and productivity reports, scheduling, and ordering.
10. Follow all Front End department standard practices to ensure efficient operations.
11. Assist in conducting performance appraisals and service observations in accordance with company standards.
12. Maintain a neat, well-groomed personal appearance at all times and follow company personal appearance policy.
13. Perform cashier and/or bagging functions, as needed.
14. Perform service desk/kiosk and bookkeeper associate functions, as needed.
15. Assist in special projects and perform other functions as assigned by supervisor.

Physical Requirements:
1. Ability to use computers and other communication systems required, performing all job functions.
2. Perform repetitive hand and arm motions.
3. Bend and lift products weighing up to 15 lbs. continuously, 25 lbs. frequently, and 50 lbs. on occasion.
4. Pull or push up to 75 lbs. on occasion.
5. Be able to handle a variety of substances associated with cleaning and packaging materials, fresh fruits, vegetables, house plants/flowers and household cleaners.
6. Stand 100% of the time with occasional walking short distances.
7. Use hands to frequently/continuously handle currency (paper and coin) as well as operate a variety of equipment such as cash register, lottery machine, scanner, computer, and calculator.

8. Lift and carry up to 15lbs occasionally.
9. Frequent reaching and grasping at waist level: occasionally above shoulder or below waist level.
10. Meet established volume activity standards for the position.
11. Have sufficient visual activity to check ID cards, checks, invoices and other written documents.

05/15

Job Type: Part-time

Benefits:

• 401(k)
• 401(k) matching
• Employee discount
• Flexible schedule
• Paid time off

Shift:

• 4 hour shift
• 8 hour shift
• Night shift

Weekly day range:

• Weekends as needed

Education:

• High school or equivalent (Preferred)

Work Location: In person