Service Supervisor

Job Summary

The Service Supervisor supports front‑end operations by providing day‑to‑day supervision of customer service areas, registers, and front‑end associates. This role ensures consistent service execution, policy compliance, cash handling accuracy, and a positive customer and associate experience while supporting store and service leadership.

Key Responsibilities

Front‑End Supervision & Service Execution

• Supervise daily front‑end activities, including registers, self‑checkout, service desk, and customer flow.
• Ensure excellent customer service and prompt resolution of routine customer concerns.
• Maintain front‑end cleanliness, organization, and readiness throughout the day.
  
  

Associate Support & Work Direction

• Provide daily work direction to front‑end associates.
• Reinforce service standards, productivity, and customer engagement expectations.
• Support training and onboarding of new front‑end associates.
• Act as a resource for associates regarding front‑end processes and procedures.
  
  

Cash Handling & Compliance

• Ensure proper cash handling, till accountability, and adherence to cash office procedures.
• Support refunds, voids, overrides, and tender policies in accordance with company guidelines.
• Monitor register activity for accuracy and escalate discrepancies as needed.
• Assist with audits, documentation, and compliance requirements.
  
  

Customer Experience

• Deliver a positive and professional customer experience at all times.
• Address customer questions or concerns efficiently and respectfully.
• Model service behaviors that reinforce speed, accuracy, and friendliness.
  
  

Safety, Loss Prevention & Policies

• Ensure compliance with company policies, safety standards, and front‑end procedures.
• Maintain a clean, organized, and hazard‑free work environment.
• Support loss prevention efforts and shrink reduction initiatives.
  
  

Collaboration & Coverage

• Partner with the Service Operations Manager, Service Ops Assistant, and store leadership to support daily operations.
• Provide leadership coverage during peak periods or when service leadership is unavailable.
• Support store initiatives, promotions, and special projects as assigned.
  
  

Knowledge, Skills & Abilities

• Strong customer service, communication, and leadership skills.
• Knowledge of front‑end operations, cash handling, and customer service standards.
• Ability to manage multiple priorities in a fast‑paced retail environment.
• Basic proficiency with POS systems and front‑end technology.
• Ability to lead by example and reinforce accountability.
  
  

Education & Experience

• High school diploma or equivalent required.
• Previous retail customer service or supervisory experience preferred.
  
  

Physical Requirements

• Ability to stand, walk, bend, and lift up to 40–50 pounds as needed.
• Ability to work flexible schedules, including evenings, weekends, and holidays.