Customer Service- Cash Office Manager

Roche Bros • Wellesley, MA

3d • Onsite

About The Position

The Cash Office Manager oversees the daily Cash Office operations of the store and ensures customer satisfaction by providing skill development and on-the-job training for all customer service associates. This person supports established company policies and standards to ensure that programs, procedures and policies are followed. This individual provides the highest level of quality service by creating a pleasant and friendly atmosphere while treating each and every customer and associate like one of the family!

Requirements

• Must be passionate about people and committed to customer service excellence!
• Possess successful experience in cash office operations or relevant management experience.
• Display initiative, work with limited supervision, make decisions, provide direction and use sound judgment to act upon opportunities to solve problems.
• Demonstrate ability to work with people of various backgrounds, personality traits and levels of authority to accomplish company goals.
• Must be detail oriented, organized, confident, and demonstrate excellent communication skills.
• Must meet federal, state, and local age regulations in regards to the sale of alcohol and tobacco.
• Must be able to read, write, speak, and understand English.
• Ability to use computer programs and applications pertinent to cash office operations.
• Ability to work a schedule based on the business needs of the store location.
• Must be authorized to work within the U.S.

Nice To Haves

• ServSafe Certified if necessary by store location.

Responsibilities

• Promote the company image as a service-oriented operation where every associate will greet, assist, render efficient service and thank customers in a prompt, courteous, friendly, and business-like manner. Resolve customer complaints to the full satisfaction of the customer.
• Provide an open door atmosphere conducive to high associate morale and excellent customer service. Achieve the highest associate morale in the industry by managing in a style that is Respectful, Supportive and Totally Team Oriented (RSTO).
• Commit to the “Golden Rule” and work with associates to build a strong customer service team.
• Provide support and direction to all customer service associates to ensure a well-disciplined, smooth operating cash office.
• Guarantee accurate and efficient handling of sales and service functions at the courtesy booth including but not limited to cash handling, customer complaints, inquiries and requests, refunds, answering phones, sales of gift cards, cigarettes, and stamps.
• Control and maintain all cash handling procedures, including all media, to prevent losses such as bank deposits (preparing and verifying), change orders (order and verify), pick-ups and loans at the registers, balancing (register and office), and returned checks (redeposit, follow-up on collection).
• Ensure all new customer service associates successfully complete onboarding/e-learnings and receive proper training of department goals and expectations.
• Promote high associate morale by treating all associates in a fair and consistent manner.
• Plan work schedules to ensure proper service standards while consistently achieving budgeted payroll and adhering to all wage and hour policies and regulations.
• Oversee and ensure prompt, efficient and accurate service of customers.
• Ensure compliance with company policies and procedures, and all federal, state and local laws applicable to our industry.
• Work actively with the Customer Service Manager and store management team to minimize expenses and control shrink (such as cash handling, pick-ups and loans, cashier over/short, security, shoplifting, sweet-hearting, product handling, and returns).
• Maintain accurate records and follow guidelines for submitting documents to the accounting department.
• Communicate needs, problems and provide support to the store management team. Cooperate with store manager and department specialists to optimize the performance of the department. Communicate any price discrepancies to the appropriate department manager.
• Work with customer service associates to coach, recognize great performance and identify areas of improvement.
• Ensure company standards of cleanliness, safety, proper food handling practices, sanitation, and productivity are achieved.
• Complete understanding of the Point-Of-Sale with the ability to troubleshoot technical issues.
• Other duties as assigned by management.
• Assist in customer service on the front end as needed.
• Ensure department completion of annual compliance trainings.
• ServSafe Certified if necessary by store location.

Benefits

• In accordance with MA Pay Transparency requirements, the following represents a good faith estimate of the hiring range for this position. At Roche Bros., we carefully consider a wide range of non-discriminatory factors when determining salary. Actual salaries will vary depending on factors including but not limited to education, experience, qualifications, and internal equity. The hiring range for this position is $21.70 - $28.20 per hour.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed