Lead Customer Service Representative
About The Position
Under the direction of the Store Manager, the Lead Customer Service Representative (Lead CSR) supports and oversees daily store operations while assisting in training, guiding, and supervising Customer Service Representatives (CSRs). This position plays a key leadership role in ensuring superior customer service, operational efficiency, and adherence to company policies and safety standards. The Lead CSR acts as a shift leader, providing on-the-job support, maintaining a clean and customer-friendly environment, and fostering a positive, team-oriented workplace. This role ensures consistent performance across all operational, service, and compliance areas.
Requirements
- High school diploma or equivalent required
- Minimum 1–2 years of experience as a Customer Service Representative or equivalent retail position
- Strong understanding of retail operations, POS systems, and customer service best practices
- Strong leadership and team development skills
- Excellent communication, problem-solving, and conflict resolution abilities
- Ability to train, motivate, and inspire team members
- Effective time management and decision-making skills in a fast-paced environment
- Adaptability to changing priorities while maintaining focus on service excellence
- Proficiency in Microsoft Office Suite, email, and POS systems
- Frequent standing, walking, bending, and lifting up to 50 lbs.
- Ability to perform physical activities related to stocking, cleaning, and cashiering.
Nice To Haves
- Prior shift lead or supervisory experience preferred
- CPR/First Aid certification preferred
Responsibilities
- Serve as the primary point of contact for Customer Service Representatives during assigned shifts
- Provide ongoing coaching, mentorship, and performance feedback to store employees
- Ensure all team members adhere to company policies, cash handling procedures, and safety protocols
- Lead by example through professionalism, teamwork, and outstanding customer service
- Communicate shift updates, operational issues, and employee concerns to management promptly
- Assist with scheduling, coverage coordination, and onboarding of new employees
- Model and reinforce the company’s Four Steps of Customer Service with every customer interaction
- Handle complex customer inquiries and resolve escalated concerns professionally and efficiently
- Maintain full awareness of current promotions and communicate them effectively to customers
- Conduct regular floor checks to ensure a clean, safe, and customer-focused store environment
- Oversee daily register operations, including drawer balancing and safe drops
- Conduct shift change cash counts and ensure all transactions are accurate and compliant with policy
- Monitor adherence to POS and cash control procedures
- Prepare daily reports and communicate any discrepancies to management immediately
- Supervise restocking, product rotation, and merchandising activities
- Ensure displays, signage, and promotional materials are accurate and visually appealing
- Verify product pricing and remove expired or damaged items promptly
- Assist with vendor deliveries, inventory checks, and order preparation as required
- Enforce compliance with safety, sanitation, and cleanliness standards for all employees
- Ensure proper food handling and equipment cleaning procedures are consistently followed
- Support and communicate emergency response procedures and monitor readiness of safety equipment
- Conduct routine store inspections and report maintenance needs to management
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
