Be able and willing to perform proficiently and consistently all duties and performance requirements of a Customer Service Representative (CSR) as outlined in the CSR Job Description section of the Operations Policy, and Procedures Manual. In addition, perform managerial & leadership duties to include assisting the Manager with recruiting and training new CSR candidates. The position requires proficiency’s with operating Point of Sale equipment, Credit/Debit card, Lottery, Lotto, ATM’s, Fuel Dispensers and other equipment. Handle paperwork transactions as necessary. Be an Ambassador for SBOC/Han-Dee Hugo’s at all times. Must be a champion and support the Company’s Values, and Mission Statement. Must address customer complaints in a professional and timely manner. Have good communication skills and promote teamwork within the store. Be proficient in the use of all equipment and all reports. Be mentally and physically capable of immediately activating emergency controls and alarms. Handle accidental spills, use of Fire Extinguishers and Emergency Shut Offs.
- Be a leader by providing proper leadership for CSR’s. Be totally responsible to set a “Positive Customer Experience” tone in the store both while Store Manager is there and in the Store Manager’s absence.3. Assist Manager with completing store paperwork, scheduling and cash and inventory controls.
-
Must be proficient in merchandising and stocking the store.
-
Must be able and willing to personally handle any of the tasks assigned to CSR’s including working all shifts.
-
Report to the Manager any maintenance issue that needs to be addressed.
-
Assist the Manager in maintaining proper cash levels in the register, ATM and safe.
-
Assist with making bank deposits when required.
7.Assist the Manager with training of CSR’s to give great customer service.
Other Job Description:
- Must be in prescribed uniform with visible name tag at all times and insure all CSR’s are in compliance.
-
Must be able to perform all safety procedures. (Example, expeditiously extinguishing fires inside and outside and the use of Emergency Shut Offs.)
-
Must maintain a safe work environment and be able to recognize and respond to safety issues.
-
Must promote a culture of safety.
-
Work with vendors and require Vendor Control Policies to be implemented and followed.
-
Responsible for ensuring store is clean and ready for inspection inside and outside including restrooms.
-
Ensure all employees are up selling (suggestive selling) to optimize in store sales.
-
Attend and participate in all Training Meetings called by the Company as they are scheduled.
-
Ensure all employees do not discuss pricing and pricing strategies with competitors or anyone outside of the Company.
-
All Fuel Surveys must be completed by visiting competitor’s location. No Telephone Fuel Surveys are allowed. Avoid any conversations with competitors or their employees regarding fuel prices.
-
Must ensure that no warrants are signed or criminal proceedings instigated by any employee without the direct approval of the Vice President, the Director of Operations or Officers of the Corporation.
-
No store employee may accept any Subpoena or Legal Documents. Any attempt to serve Subpoena’s or Legal Documents must be referred to the Corporate Offices.
- Must be proficient and knowledgeable of ordering convenience store merchandise and fuel products.
-
Prior to ending the shift, Assistant Manager must verify surveillance cameras are working and recording. If red record light is not on the recorder, inform the Manager who is required to go into the system to determine who may have turned off the recorder and re-activate the recorder.
-
Assistant Manager is responsible for the Safety and Security of all employees while the employees are on duty.
-
Assistant Managers and Store Managers should avoid working together to insure proper management in the store mornings and evening shifts
TYPICAL PHYSICAL DEMANDS:
Requires ability to work flexible hours with “On Call” status.
Requires the operation of equipment such as the Safe, ATM machine, Point of Sale and other equipment typically found in a convenience store environment.
Must be mentally and physically able to perform emergency procedures.
This position may require long hours on all shifts that may include days, nights, holidays and weekends.
Must be able to work alone for prolonged periods of times without breaks.
Must be mentally and physically able to administer emergency procedures.
While performing the duties of this job, the employee is regularly required to stand and walk for the majority of each shift and for prolonged periods of time.
Employees will use hands to fingers, handle or feel objects, use tools or controls, reach with hands and arms and talk and hear.
The employee is required to climb or balance, stoop, kneel and crouch. Employees must be able to move both independently and without significantly interfering with the movement of others in a confined area.
The employee must regularly lift and/or move up to 10 pounds, occasionally lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 lbs.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
Requires eye-hand coordination and manual dexterity.
Requires the ability to distinguish letters and symbols.
TYPICAL WORKING CONDITIONS:
Work is performed in a convenience store/gas station, car wash and restaurant environment. While performing the duties of this job, the employee frequently works in outside weather conditions and is frequently exposed to wet and/or humid conditions, fumes or airborne particles and cold. The employee occasionally may be exposed to toxic or caustic chemicals and heat. The noise level in the work environment is usually moderate.
Assistant Manager may work part time outside of Han-Dee Hugo’s provided that the part time position is not with a competitor or in the convenience store industry. The Assistant Manager acknowledges that Han-Dee Hugo’s scheduling and on call requirements of 24 hours per day seven days per week take precedent over any other part time position outside of the Company.
PERFORMANCE REQUIREMENTS:
KNOWLEDGE, SKILLS AND ABILITIES:
Must be of good moral character and integrity and can demonstrate from past actions a high degree of honesty and ethical behavior. Must be openly friendly with a pleasing personality. Must work proficiently with Customer Service Representatives (CSR’s) and the Manager to ensure the highest level of customer service is being provided. Must be able to operate the store proficiently in the absence of the Store Manager and be able to perform Manager and CSR’s duties. Must be energetic and able to lead by example. Must be able to prioritize job duties. Establish and maintain effective working relationships with all employees. Ability to maintain confidentiality of sensitive information. Must be able to resolve personnel issues within the stores and address customer complaints in a professional and timely manner. Must report any claims of harassment of any nature to the District Manager, the Director of Operations or the Vice President immediately upon the incident taking place or upon notification. Must be mentally and physically able to perform emergency procedures. Must comply with and follow all State, Federal and Municipal laws, rules, ordinances and regulations to include but not limited to: Alcohol Beverage, Tobacco and Lottery/Lotto products.
- High School Diploma, GED or equivalent.
-
Record of success as a Customer Service Representative at SBOC/Han-Dee Hugo’s.
-
Must have the ability to read and interpret documents and department manuals.
-
Ability to effectively and positively present information in one - on -one and small group situations to customers and other employees in the organization.
- Ability to read, write and comprehend simple instructions, short correspondence and memos.
- Ability to accurately add, subtract, multiply and divide, calculate percentages and discounts.
- Must be able to grasp cash and Inventory control procedures and basic accounting functions.
-
Ability to apply common sense understanding, to carry out instructions furnished in written, oral or diagram form.
- Must have some computer skills.
