Lead Customer Service Representative

Position Summary

Under the direction of the Store Manager, the Lead Customer Service Representative (Lead CSR) supports and oversees daily store operations while assisting in training, guiding, and supervising Customer Service Representatives (CSRs). This position plays a key leadership role in ensuring superior customer service, operational efficiency, and adherence to company policies and safety standards.

The Lead CSR acts as a shift leader, providing on-the-job support, maintaining a clean and customer-friendly environment, and fostering a positive, team-oriented workplace. This role ensures consistent performance across all operational, service, and compliance areas.

Responsibilities and Duties:

Leadership & Supervision

• Serve as the primary point of contact for Customer Service Representatives during assigned shifts
• Provide ongoing coaching, mentorship, and performance feedback to store employees
• Ensure all team members adhere to company policies, cash handling procedures, and safety protocols
• Lead by example through professionalism, teamwork, and outstanding customer service
• Communicate shift updates, operational issues, and employee concerns to management promptly
• Assist with scheduling, coverage coordination, and onboarding of new employees

Customer Service Excellence

• Model and reinforce the company's Four Steps of Customer Service with every customer interaction
• Handle complex customer inquiries and resolve escalated concerns professionally and efficiently
• Maintain full awareness of current promotions and communicate them effectively to customers
• Conduct regular floor checks to ensure a clean, safe, and customer-focused store environment

Cash Management & Reporting

• Oversee daily register operations, including drawer balancing and safe drops
• Conduct shift change cash counts and ensure all transactions are accurate and compliant with policy
• Monitor adherence to POS and cash control procedures
• Prepare daily reports and communicate any discrepancies to management immediately

Store Operations & Merchandising

• Supervise restocking, product rotation, and merchandising activities
• Ensure displays, signage, and promotional materials are accurate and visually appealing
• Verify product pricing and remove expired or damaged items promptly
• Assist with vendor deliveries, inventory checks, and order preparation as required

Health, Safety & Maintenance

• Enforce compliance with safety, sanitation, and cleanliness standards for all employees
• Ensure proper food handling and equipment cleaning procedures are consistently followed
• Support and communicate emergency response procedures and monitor readiness of safety equipment
• Conduct routine store inspections and report maintenance needs to management

Education and Work Experience

• High school diploma or equivalent required
• Minimum 1-2 years of experience as a Customer Service Representative or equivalent retail position; prior shift lead or supervisory experience preferred
• Strong understanding of retail operations, POS systems, and customer service best practices
• CPR/First Aid certification preferred

Skill Set

• Strong leadership and team development skills
• Excellent communication, problem-solving, and conflict resolution abilities
• Ability to train, motivate, and inspire team members
• Effective time management and decision-making skills in a fast-paced environment
• Adaptability to changing priorities while maintaining focus on service excellence
• Proficiency in Microsoft Office Suite, email, and POS systems

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Frequent standing, walking, bending, and lifting up to 50 lbs.
• Ability to perform physical activities related to stocking, cleaning, and cashiering.
• Work may be performed both indoors and outdoors, with exposure to varying weather conditions.
• Flexible availability, including evenings, weekends, and holidays, based on business needs.

Note: This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees 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 functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills aptitudes and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills or abilities. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.