Lead Customer Service Associate

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

• Ensures proper signage is in the store as it relates to the sale of tobacco products, hours of business, pricing, etc.
• Demonstrates initiative to learn and effectively apply knowledge of standard operating procedures.
• Reliable transportation
• Ability to operate cash register and debit/credit card machine
• Makes recommendations to management on the efficient operation of the store, policies, procedures, selection of merchandise, etc.
• Opens mail and forwards/handles accordingly.
• 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.
• Mathematical aptitude
• 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. Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled
• Continuously stand, walk, bend, reach, finger and handle, use hands in repetitive motion, utilize eye/hand coordination
• Ability to report to work on time is required Work Environment
• 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.
• Provides assistance to co-workers and requests support as needed.
• Performs all other job functions as assigned. 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
• Flexibility to meet customer and business needs
• Orders supplies and other merchandise as directed.
• Ensures surveillance cameras are on and recording to ensure the safety of employees and customers.
• Attention to detail
• Superior relationship building/mentoring skills
• 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.
• Delivers bank deposits to financial institution.
• Monitors entrances and exits in an effort to promote store safety, security and to minimize merchandise loss. Escalates security concerns to store leadership.
• Turns gas pumps on and off.
• Receives and signs for deliveries from vendors. Obtains management approval on invoices and submits to appropriate parties for payment.
• Works with the management team in the recruitment/hiring process of store employees.
• Ability to work alternative work schedules and/or weekends
• Opens and closes the convenience store adhering to proper policies and procedures as a key holder for the store.
• 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.
• Solicits customer feedback, input and information through various communication vehicles.
• 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.
• Ability to learn and effectively apply knowledge of a variety of store merchandise in order to correctly answer general customer questions and make recommendations
• Actively participates in on-the-job training and/or coaching opportunities as required by management.
• 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.
• May serve as back up to management in their absence.
• 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:
• 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.
• Comfortable serving in a lead role and providing guidance to Customer Service Associates
• Frequently turn and twist head/neck and back/waist
• Excellent customer service skills
• Requires excellent communication skills
• Communicates with the management team regarding customer requests and vendor-related concerns.