Job description

POSITION DESCRIPTION

Job Title: Manager of Customer Service

Department: Front End

Reports To: Assistant Store Manager or Store Manager

Numbers and Titles of Associates Supervised: Variable

Prerequisite Training: Completed Cashier/Service Associate, Service Desk/Kiosk, Service Leader and Bookkeeper training packets

Qualifications:

A high school graduate or equivalent preferred. Excellent interpersonal, organizational, communication and customer service skills. Good understanding of store operations preferred. Must meet minimum age requirements to perform specific job functions (18 yrs old). Demonstrated ability and willingness to learn multiple tasks and technical requirements of the job. Ability to use technical information to solve problems. Ability to lead and direct others. Must be accredited by the National Registry of Food Safety Professionals or similar accrediting organization as a “Certified Food Safety Manager” or will be required to attend company provided training and have the ability to achieve accreditation within the first 90 days of employment. Accreditation must be maintained while employed in a position requiring accreditation.

Essential Job Functions:

1. Promote customer goodwill by role modeling and providing high standards in customer service.

2. Treat all associates with fairness, dignity, and respect. Provide recognition of accomplishments and offer constructive counseling when necessary to hold associates accountable to company standards.

3. Foster a positive and inclusive environment to all associates.

4. Manage the Front End operations in accordance with established department standard practices.

5. Manage work schedules to effectively maintain customer service standards and meet associates’ personal needs.

6. Fully utilize all Standard Practice Train Aids, Reference Documents, and Training Materials to hire, train and develop associates to meet the departmental needs. Keep all yearly certification up to date.

7. Use good judgement in the delegation, assignment, and follow-up required for the efficient performance of the department as outlined on the Assignment Sheets

8. Supervise performance of all duties and responsibilities of all Front End associates.

9. As the Compliance Officer, insure compliance with all Anti-Money Laundering regulations and training

10. Attain departmental budgeted payroll, over/shorts (review Financial, Over Short Report weekly), and supplies.

11. Must be able to meet the physical requirements of the position, with or without reasonable accommodations.

Duties and Responsibilities:

1. Ensure department associates are properly trained by certified trainers.

2. Maintain solid communication in the department, the store, and throughout the organization through the utilization of the Cash Office/Customer Service Communication Board and Task Management.

3. Observe and ensure compliance with company sanitation, safety, and food safety standards.

4. Observe and follow all company policies and established procedures.

5. Support and comply with all company safety standards. Communicate any needed equipment repairs or maintenance work needed. Keep work area free from debris and safety hazards.

6. Ensure that all of the various types of sales transactions and media accepted by the store are handled in strict accordance with established company policies and procedures including full compliance with any legal requirements.

7. Supervise the effective operation of the office/service desk/kiosk/front end/bottle room (if applicable) to include cleanliness, customer service, and accurate transactions.

8. Secure office and front-end cash drawer at all times when leaving it unattended; protect company assets at all times.

9. Have a total understanding of labor and productivity reports, scheduling, and ordering.

10. Follow all customer service department standard practices to ensure efficient operations.

11. Conduct performance appraisals and service observations in accordance with company standards.

12. Maintain a neat, well-groomed personal appearance at all times and follow company personal appearance policy.

13. Perform cashier and/or bagging functions, as needed.

14. Perform service desk/kiosk and bookkeeper associate functions, as needed.

15. Assist in special projects and perform other functions as assigned by supervisor.

Physical Requirements:

1. Ability to use computers and other communication systems required, performing all job functions.

2. Perform repetitive hand and arm motions.

3. Bend and lift products weighing up to 15 lbs. continuously, 25 lbs. frequently, and 50 lbs. on occasion.

4. Pull or push up to 75 lbs. on occasion.

5. Be able to handle a variety of substances associated with cleaning and packaging materials, fresh fruits, vegetables, house plants/flowers and household cleaners.

6. Stand 100% of the time with occasional walking short distances.

7. Use hands to frequently/continuously handle currency (paper and coin) as well as operate a variety of equipment such as cash register, lottery machine, scanner, computer, and calculator.

8. Lift and carry up to 15 lbs occasionally.

9. Frequent reaching and grasping at waist level: occasionally above shoulder or below waist level.

10. Meet established volume activity standards for the position.

11. Have sufficient visual activity to check ID cards, checks, invoices and other written documents.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Paid time off
• Parental leave
• Retirement plan
• Tuition reimbursement
• Vision insurance

Shift:

• 8 hour shift

Weekly day range:

• Weekend availability

Ability to commute/relocate:

• North Conway, NH 03860: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 1 year (Preferred)

Work Location: In person

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