Lead Customer Service Representative

Circle K • Brunswick, OH

1d • Onsite

About The Position

The Lead Customer Service Representative is responsible for providing excellent customer service, maintaining the store's condition and equipment, and managing merchandise. Key duties include accurately processing sales, handling various transactions (fuel, lottery, money orders), and ensuring the facility meets company standards for cleanliness and safety. This role also involves merchandising tasks such as ordering, stocking, rotating products, and placing signage. The Lead Customer Service Representative assists with sales and financial controls, including inventory management, shift audits, and daily close-out functions, reporting any discrepancies to the Store Manager. A significant part of the role involves staffing controls, where the individual supervises customer service representatives in the absence of the Store Assistant Manager, coaches and trains new employees, manages customer traffic, and assists with employee counseling. The position requires knowledge of gasoline pricing strategy and correct price changes. Administrative duties include shift change procedures, accurate timekeeping, inventory of supplies, attending meetings, and completing daily reports. Regular and predictable onsite attendance is essential.

Requirements

• Ability to work with the equipment, tools and materials listed above.
• Ability to work as scheduled including arriving to work on time.
• Ability to communicate information and ideas so others will understand.
• Ability to perform essential duties and physical functions described below.
• Ability to work in the conditions described below.

Nice To Haves

• High school diploma or GED preferred.
• Experience in retail sales preferred.
• Ability to perform the four (4) basic arithmetic operations (add, subtract, multiply and divide) preferred.

Responsibilities

• Provide prompt excellent customer service in a courteous, friendly and attentive manner.
• Greet customers as they enter the area and thank customers as they leave.
• Give assistance and offer suggestions or recommendations to the customer.
• Ring up all sales on cash register properly and accurately, handling money, checks, and other types of payment received for product sold.
• Perform multi-function operation of fuel console, lottery machines, money order machine, telecom transactions, etc.
• Report to work on time and follow the dress and appearance code.
• Maintain the store facility’s condition and equipment to Company and/or brand standards by cleaning and performing a variety of general housekeeping duties.
• Perform multi-function and cleaning duties necessary to maintain store cleanliness inside and out; basic upkeep and cleaning of all equipment in stores.
• Inspect store facilities and equipment for safety, cleanliness, and proper working order.
• Contact maintenance for repair when needed.
• Complete build-to’s for ordering/purchasing merchandise.
• Receive and verify vendor deliveries.
• Maintain adequate stock throughout the store and supplies in counter areas; rotate stock properly.
• Place advertising and pricing signage inside or outside the facility including marquees, ceilings, walls and windows.
• Control merchandise, cash shortages, and other selling expenses.
• Assist in maintaining proper inventory levels and shift audits.
• Monitor shift sales, cash handling procedures and other shift functions including daily close-out functions.
• Notify the Store Manager of any sales, cash, inventory or operating discrepancy.
• Receive and sign vendor deliveries and verify quality and quantity of product.
• Follow Company and/or brand guidelines for product breakage or spoilage.
• Supervise the activities of customer service representatives in the absence of the Store Assistant Manager.
• Help coach and train new employees to carry out their duties in accordance with Company and/or brand operating, conduct and performance standards.
• Monitor customer traffic and make appropriate adjustments to decrease waiting time; may reschedule or re-assign duties of employees based on operational or discipline needs.
• Assist with counseling of employees and provide feedback to help employees improve performance.
• Provide direction for managing the fast food service area of the store.
• Know the gasoline pricing strategy for the store and change gasoline prices correctly.
• Report all incidents including but not limited to employee or customer injuries, theft, property damage or improper sanitation or waste disposal to the Store Manager.
• Report any situation in which unsafe, unlawful or unethical conduct is or might be occurring.
• Perform duties associated with shift change such as counting the cash drawer, recording employee purchases and completing end of shift/shift change reports.
• Keep and ensure all employees keep accurate time keeping records.
• Take inventory of supplies and equipment.
• Attend job-related meetings (may be required to work irregular hours).
• Provide regular and predicable onsite attendance.
• Complete daily store reports and other duties as assigned by the Store Manager.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees