Customer Service Representative

JOB TITLE:

Customer Service Representative

FLSA STATUS:

Non-Exempt

JOB STATUS:

Full Time or Part Time

LOCATION:

Site

REPORTS TO:

Store Manager or Store Assistant Manager (varies based on business need)

DIRECT/ INDIRECT REPORTS:

None

EFFECTIVE DATE:

6/1/2025

Position Overview

The Customer Service Representative (CSR) is the face of our convenience store operations, responsible for delivering prompt, courteous, and top-tier service to every customer. This role interacts directly with guests both in person and via telephone, tendering transactions, resolving inquiries, addressing complaints, and promoting store products and promotions. CSRs are expected to maintain a clean, organized environment while ensuring compliance with all safety, legal, and operational policies. Ideal candidates will thrive in fast-paced retail settings, bring a positive attitude to every shift, and take pride in delivering exceptional customer experiences.

Essential Functions (Other Duties as Assigned)

Customer Interaction & Service

• Greet and assist customers in a friendly, professional, and timely manner
• Provide information about store products, services, and promotions
• Answer customer questions and resolve issues or complaints quickly and efficiently
• Communicate effectively with team members and store leadership to ensure smooth operations

Cash Handling & Transactions

• Accurately tender cash, credit, debit, and mobile transactions using point-of-sale (POS) system
• Follow all cash handling procedures including reconciliation and shift balancing
• Comply with all legal requirements regarding the sale of restricted items such as alcohol, tobacco, fuel, and lottery (where applicable)

Sales & Promotions

• Engage in suggestive selling and upselling of products and services
• Discuss and promote current promotions and membership or loyalty programs to customers

Store Operations & Merchandising

• Restock shelves and coolers, fill product holes, and maintain front-facing and stocked displays
• Receive and organize vendor shipments in a timely and accurate manger
• Maintain cleanliness standards for the store including counters, floors, restrooms, and customer areas
• Assists with cleanliness and maintenance tasks, including restroom cleaning, trash removal, dumpster cleaning, and pump area upkeep, to maintain a sanitary and customer-ready environment
• Performs duties as assigned, including operational and cleaning tasks that support site, shop, or store upkeep
• Follow all company dress code, attendance, and operational policies
• Perform all duties in strict adherence to regulatory requirements, including fuel handling, food safety, alcohol and tobacco sales, lottery sales, environmental safety and OSHA standards to ensure a safe and compliant store operation

Knowledge, Skills and Abilities

Knowledge

• Basic understanding of retail and/ or convenience store operations
• Familiarity with POS systems, cash handling, and product placement
• Awareness of safety, sanitation, and legal requirements related to sales and store cleanliness

Skills

• Excellent customer service and communication skills
• Attention to detail and strong accuracy in cash handling
• Ability to manage multiple tasks in a fast-paced environment
• Dependable, punctual, and self-motivated

Abilities

• Ability to stand and remain active for extended periods
• Ability to work flexible hours, including evenings, weekends, and holidays
• Able to lift and carry up to 50 pounds as needed for stocking or receiving shipments
• Willingness to work as part of a team and adapt to changing priorities

Education and Experience

• High School Diploma or equivalent preferred, not required
• Previous experience in customer service or retail preferred
• Minimum of 18 years of age required due to equipment and/ or fuel handling responsibilities (where applicable)
• Must meet all required certification and regulatory compliance standards applicable to the role, as defined by federal, state, and local laws (e.g., fuel handling, food safety, alcohol/ tobacco sales, environmental safety, OSHA requirements), where applicable
• Ability to pass any legally required certifications for selling restricted items
• Must be able to successfully pass a background check in accordance with company policies and applicable laws

Physical Requirements

• Ability to walk, stand, and move, often uneven, moving and/ or wet surfaces through site for several hours at a time
• Ability to stoop, crouch, bend frequently, and constantly using fingers, hands, and arms including occasional ascending and descending a ladder
• Ability to twist, carry, reach, push, and pull frequently
• Ability to lift and carry 50 pounds without assistance for work-related materials
• Ability to work outdoors and be efficient in all weather conditions
• Ability to work on your feet in a fast-paced, physically active environment
• Must be able to work in an environment with varying noise levels, including loud sounds from machinery, tools, or high-traffic areas
• Use of personal protective equipment (gloves, eyewear, etc.. ) as required
• Flexibility to work non-traditional hours, including evenings and weekends, as business needs or emergencies arise

This job description in no way states or implies that these are the only duties to be performed by the employee(s) in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. The requirements listed in this document are the minimum levels of knowledge, skills, and abilities.

Spotless Brands and its subsidiaries comply with federal and state disability laws and make reasonable accommodation for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or recruitment process, please contact the Human Resources department and identify the type of accommodation or assistance you are requesting. Do not include any medical or health information in this email. The Human Resources team will respond to your email promptly.

Spotless Brands and its affiliate brands are Equal Employment Opportunity (EEO) employers. Spotless Brands invites all qualified interested applicants to apply for career opportunities. It is the policy of the company to provide equal opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran, disabled status or any other protected group status as defined by and subject to applicable federal, state and local laws. We use E- Verify to check employment eligibility: https://www.everify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf and https://www.e-verify.gov/sites/default/files/everify/posters/IER_RightToWorkPoster%20Eng_Es.pdf

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.