Service Operations Assistant
About The Position
Description Duties and Responsibilities Customer Service & Front-End Experience Champions corporate and division customer service programs to meet or exceed customer service goals. Provides fast, friendly customer service and maintains an enthusiastic atmosphere across all front‑end operations. Responds promptly to incoming calls; resolves customer concerns appropriately and escalates issues to the Service Operations Manager or Store Director when necessary. Acts as an overflow cashier when needed to support service levels. Front-End Operations & Oversight Assists the Service Operations Manager in supervising and scheduling Cashiers, Courtesy Clerks, and Service Supervisors. In some divisions, may assist with supervision of the Administrative Coordinator/Bookkeeper and must understand all related duties. Helps direct front‑end operations, including: Monitoring customer traffic flow Ensuring adequate lane coverage Maintaining cleanliness and appearance of the front‑end floor and restrooms Ensures merchandise and signage accuracy at the front end. Supports implementation of all front‑end programs and initiatives. Sales, Labor & Performance Support Works closely with the Service Operations Manager to achieve goals related to: Sales Customer service scores Labor targets Bag expenses Cash shortages/overages Check expenses Monitors employee productivity and provides coaching as needed. Makes schedule adjustments to support operational needs and customer service demand. Cash Handling, Accuracy & Compliance Accurately operates checkstand equipment, including cash registers, electronic payment systems, SCO (Self‑Checkout), RAP (Remote Approval), scanners, and scales. Ensures compliance with all Company policies including: Cash handling Employee purchase rules Restricted product sales Coupons and gift cards Scan accuracy Check acceptance Product return and refund policies WIC and EBT Safety, sanitation, grooming, and dress code policies Reports all policy violations to store leadership. Financial Controls & Shrink Management Manages cash flow functions, including: Deposits Armored car service interactions Safe transactions Register issues/pickups Approving checks and refunds Monitoring cashier tills and balancing procedures Completes and verifies all required front‑end forms and logs. Partners with Loss Prevention and the Administrative Coordinator to resolve cash variances, excessive voids/refunds, and other shrink issues. Training & Personnel Support Assists in training front‑end employees in partnership with the Service Operations Manager and Administrative Coordinator. Provides guidance on customer service, cash handling, store policies, and operational procedures. Initiates personnel‑related actions such as: Pre-employment interviews Transfers Promotions Disciplinary steps Administrative Responsibilities Assists with front‑end administrative duties including ordering and balancing: Money orders Bus passes Lottery tickets Gift cards Postage and change (if applicable) Maintains all required logs, documentation, and control records. Reports scan file issues promptly and ensures front‑end equipment remains operational. Implements emergency procedures when computer/equipment malfunctions occur.
Responsibilities
- Champions corporate and division customer service programs
- Provides customer service
- Responds to incoming calls
- Acts as an overflow cashier
- Assists in supervising and scheduling Cashiers, Courtesy Clerks, and Service Supervisors
- Helps direct front‑end operations
- Supports implementation of all front‑end programs and initiatives
- Works closely with the Service Operations Manager to achieve goals related to sales, customer service scores, labor targets, bag expenses, cash shortages/overages, and check expenses
- Monitors employee productivity and provides coaching as needed
- Makes schedule adjustments to support operational needs and customer service demand
- Accurately operates checkstand equipment
- Ensures compliance with all Company policies
- Reports all policy violations to store leadership
- Manages cash flow functions
- Completes and verifies all required front‑end forms and logs
- Partners with Loss Prevention and the Administrative Coordinator to resolve cash variances, excessive voids/refunds, and other shrink issues
- Assists in training front‑end employees
- Provides guidance on customer service, cash handling, store policies, and operational procedures
- Initiates personnel‑related actions
- Assists with front‑end administrative duties
- Maintains all required logs, documentation, and control records
- Reports scan file issues promptly and ensures front‑end equipment remains operational
- Implements emergency procedures when computer/equipment malfunctions occur
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What This Job Offers
Career Level
Entry Level
Education Level
No Education Listed
