Lead Customer Service Representative FT

Speedway LLC - Cambridge, MA3.4

30+ days ago
Specializes in providing outstanding service to customers while running a register and working on the sales floor; ensures that items meet the required stock levels and presentation standards; and that cleanliness and safety standards are met or exceeded; greets customers in a friendly manner and suggestively sells products to help increase sales; makes effort to ensure that customers leave with a good impression of the Company and are likely to return

Position Responsibilities:
Provides positive, personalized customer service by greeting each customer in a friendly manner, assisting with purchases, suggestively selling and making sure products are available for purchase
Runs a Point of Sale (POS) system and monitors customer lines in order to expedite the sales process; interrupts all other activity when customer service is needed
Maintains knowledge of products and services offered by the Company and knows how to complete associated transactions
Adheres to Federal, State and local regulations and prohibits the sale of age restricted products to individuals under the minimum age requirement
Takes an active role in promoting programs introduced by the Company; ensures established standards are adhered to
Listens and responds to customer requests, follows immediate customer satisfaction guidelines to resolve customer concerns and forwards information to Management as needed
Cleans and maintains the store area including, but not limited to, cleaning counters, equipment, floors, cabinets and external areas. Performs light maintenance duties as assigned
Helps ensure equipment is operating correctly. Communicates to Management when maintenance is needed
Learns and follows applicable policies and procedures including, but not limited to, grooming, cleanliness, uniform policy, eating, drinking and smoking policy and overall professional appearance, as is outlined in the Company Operations Manual
Integrates HES into daily job performance and assists in maintaining a safe environment for customers, employees and self
Follows and complies with all health and sanitation procedures and adheres to safe work practices
Helps ensure proper stock levels, dating and rotation of all food products and supplies
Attends Company required training programs; assists in training fellow store associates on existing and new training programs as needed
Provides suggestions for and actively participates in improving sales, margins and execution of Merchandising/Marketing programs
Reports all time worked, on or off site, for appropriate compensation
Completes other duties, including special projects, as assigned by Management
Additional responsibilities for Lead Customer Service Representative:

Available to work a variety of shifts and/or days of the week consistent with the demands of the retail environment, which includes weekends, evenings and other high activity periods
Handles escalated customer concerns and emergencies in absence of the General Manager. Seeks appropriate resolution for the situation while observing Company guidelines
Responds quickly to all emergencies for the safety and security of customers and employees and notifies the appropriate individuals
Promotes store sales and selling initiatives and encourages the team to strive to reach goals/objectives
Accurate and timely processing of Daily Sales Reporting in absence of General Manager
Participates in the store’s Cigarette Inventory Control as needed for physical and retail dollar value. Completes a full scan count of all packs and cartons once per month for BlueCube ordering accuracy


Education Requirements:
No requirement

Experience Requirements:
Customer service experience preferred

Skill Requirements:
Basic computer skills
Exceptional customer service skills
Good verbal and written communication skills
Understanding of store functions and operations
Capable of working in a fast-paced environment and ability to work as a member of a team
Ability to model proper workplace behavior, including being respectful, honest and fair
Ability to perform repeated bending, kneeling, twisting and overhead reaching
Ability to work in intermittent temperature, e.g., outside by the pumps and in the cooler
Ability to stand for an entire shift
Ability to frequently lift between 5 to 20 pounds
Ability to occasionally lift up to 50 pounds
Note: Not authorized to drive for Company business