JOB CODE: Non-Exempt
DIV.: Store Operations Division
DEPT.: Operations
LOCATION: Store
SHIFT: Varies
TEAM MEMBER: Multiple
REPORTS TO: Convenience Store Manager
APPROVED BY: Stephanie Galentine
DATE: 1/1/2025
SUMMARY OF POSITION
The Customer Service Representative plays a vital role in creating a positive and welcoming environment for customers at the convenience store. This position is responsible for delivering excellent customer service, maintaining the store’s cleanliness and safety standards, and supporting daily operations with accuracy and efficiency.
ESSENTIAL DUTIES AND RESPONSIBILITIES
1. Mission & Values
Promote and uphold the company’s mission, vision, and values in all interactions and activities to foster a positive and cohesive organizational culture.
2. Customer Service
Prioritize customer satisfaction by maintaining a minimum average score of 90% on Customer Service Evaluations.
3. Age-Restricted Product Compliance
Ensure the responsible and legal sale of age-restricted products, including tobacco and alcohol, in compliance with all applicable laws and company policies.
4. Store Conditions
Maintain store safety, cleanliness, and appearance; achieving company targets on Loss Prevention, Safety, and Store Inspections.
5. Shift Duties
Perform daily shift duties as needed, ensuring smooth store operations.
6. Fast Food
Prepare and monitor quality of fast food items such as: coffee, cappuccino, fountain, donuts, and deli offerings, while ensuring compliance with all Board of Health food safety regulations.
7. Cashier Duties
Accurately operate the cash register, process payments, handle refunds, and maintain precise transaction records.
8. Loss Prevention
Monitor for shrink, theft, and fraud, addressing issues proactively in conjunction with the Store Manager, District Supervisor, and Loss Prevention Team.
9. Stocking and Inventory
Restock shelves and containers with products and assist with vendor check-ins according to company policies and procedures. Assists management team on ordering merchandise, as assigned. Assists management team with coordinating sales promotions, merchandise displays, and advertisements, as assigned.
NON-ESSENTIAL DUTIES AND RESPONSIBILITIES
1. Perform other duties as assigned by management.
QUALIFICATION REQUIREMENTS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
EDUCATION AND EXPERIENCE
High school diploma, high school equivalency (HSE), or general education degree (GED); or one to three years related experience and/or training; or equivalent combination of education and experience.
LANGUAGE SKILLS
1. Ability to read and interpret documents and procedure manuals
2. Ability to write routine reports and communications
3. Ability to communicate effectively to customers, business partners, and team members of the organization
MATHEMATICAL SKILLS
1. Ability to calculate figures and amounts such as discounts, taxes, proportions and percentages
REASONING ABILITY
1. Ability to apply sound judgment and practical understanding to execute instructions effectively
2. Ability to identify, analyze, and resolve problems efficiently
OTHER SKILLS AND ABILITIES
- Time management skills
- Interpersonal communication skills
- Ability to adapt to evolving technology requirements and applications
- Ability to prioritize and manage multiple requests and tasks on a daily basis
- Ability to operate equipment and a cash register
PHYSICAL DEMANDS OF THE JOB
COMPANY: Lassus Bros. Oil, Inc POSITION Customer Service Representative
ACTIVITY FREQUENCY LEVEL EXAMPLES
WALKING Constantly Throughout the entire store
TURNING Constantly All machines in the store
STOOPING Frequently Safe-Cig-Store Shelves
CROUCHING Frequently Safe-Cig-Store Shelves
KNEELING Frequently Safe-Cig-Store Shelves
SITTING Rarely Paperwork- training materials
REACHING Frequently Cig-Products
LIFTING Frequently Products
CARRYING Frequently Products
PUSHING Frequently Products
PULLING Frequently Products
HANDLING Constantly Products-Paperwork
FINGERING Constantly All machines in the store
TALKING Constantly Customers-employees
HEARING Constantly Customers-employees
SEEING Constantly Customers-employees
COLOR VISON Yes
DEPTH PERCEPTION Yes
WORKING SPEED Constantly Customer Service
KEYBOARDING Constantly All machines in the store
HANDWRITING Constantly Paperwork
DRIVING Rarely Store supplies
AIRPLANE TRAVEL N/A
WORKING CONDITIONS OF THE JOB
COMPANY: Lassus Bros. Oil, Inc. POSITION: Customer Service Representative
CONDITION EXPOSURE FREQUENCY EXAMPLES
INSIDE Constantly Paperwork and inside the store
OUTSIDE Daily Cleaning up
HOT TEMPS Daily Doors opening and closing
COLD TEMPS Daily Doors opening and closing
HUMID Daily Doors opening and closing
DRY N/A
WET Daily Doors opening and closing
DUSTY Constantly Doors opening and closing
DIRTY Constantly Inside and outside
ODORS Constantly Gas odors
NOISE Constantly Machines- vehicles
ADEQUATE LIGHT Yes
ADEQUATE VENT. Yes
MACHINE HAZARDS Constantly Gas pumps and tanks
MOVING OBJECTS Constantly Around store- in cooler
CRAMPED QUARTER Daily Store-office-cooler
HIGH PLACES Rarely Storage areas
TOXICS Daily Gas
WORKING W/OTHERS Daily Customers- employees
WORKING ALONE Daily Paperwork and office
REQUIRED TO TRAVEL Rarely Store Supplies