Customer Service Representative

Job Description

Job Description

Description:

The Cashier is responsible for providing friendly and efficient customer service while accurately processing customer purchases, handling cash, and operating the register and lottery system.

The Cashier is expected to maintain a clean and organized store, properly stock merchandise, follow all company policies, and comply with all applicable laws regarding tobacco, lottery, and other age-restricted products.

The ideal candidate is dependable, honest, friendly, detail-oriented, and able to work independently in a fast-paced retail environment.

### Primary Responsibilities

* Provide excellent customer service.

* Operate the cash register accurately.

* Handle cash and other forms of payment responsibly.

* Sell and process lottery products according to company procedures.

* Properly verify identification when required for age-restricted products.

* Maintain a clean and organized checkout and sales area.

* Stock and organize merchandise as directed.

* Monitor the store for potential theft or suspicious activity.

* Follow all company policies and procedures.

* Maintain dependable attendance and punctuality.

* Work assigned shifts and follow the established schedule.

* Report cash, inventory, customer, or operational issues to the Store Manager.

### Qualifications

* Must be dependable and punctual.

* Must have good customer service skills.

* Must be able to accurately handle cash and transactions.

* Must be able to follow instructions and company policies.

* Must be comfortable working with customers and handling age-restricted products.

* Previous cashier or retail experience is preferred but not required.

* Must meet all applicable age and legal requirements for the position.

### Physical Requirements

The employee must be able to stand for extended periods, walk throughout the store, bend, reach, lift and carry merchandise, and perform other physical tasks reasonably required for normal store operations.

### Work Environment

This is a retail store position that may require working mornings, evenings, weekends, holidays, and other scheduled shifts based on business needs.

The employee is expected to maintain a professional attitude and appearance and provide courteous service to every customer.

Requirements:

The Cashier is responsible for providing excellent customer service while accurately processing sales, handling cash, operating the register and lottery system, maintaining store appearance, and following all Company policies and applicable laws.

The Cashier is expected to be dependable, punctual, professional, and attentive throughout the scheduled shift.

## Essential Job Requirements

### 1. Attendance & Schedule

* [ ] Report to work on time and be ready to begin working at the scheduled start time.

* [ ] Work the complete scheduled shift unless otherwise approved by management.

* [ ] Follow the employee schedule established by management.

* [ ] Do not arrive early, leave early, stay late, or work outside the scheduled hours without management approval.

* [ ] Notify the Manager as soon as reasonably possible if unable to report to work or if running late.

* [ ] Maintain dependable attendance and punctuality.

* [ ] Accurately clock in and out according to Company procedures.

* [ ] Do not clock in or out for another employee.

* [ ] Obtain management approval before voluntarily picking up additional hours or shifts.

### 2. Customer Service

* [ ] Greet customers in a professional and courteous manner.

* [ ] Provide prompt and friendly service.

* [ ] Answer customer questions accurately or obtain assistance from management when necessary.

* [ ] Maintain a professional attitude even when dealing with difficult customers.

* [ ] Handle customer complaints respectfully and notify management when a complaint cannot be resolved at the register.

* [ ] Maintain a clean, professional appearance while working.

* [ ] Treat all customers fairly and consistently.

### 3. Cash Register & Cash Handling

* [ ] Operate the cash register accurately.

* [ ] Accurately enter products, prices, quantities, discounts, and other transactions.

* [ ] Count cash carefully when receiving payment and providing change.

* [ ] Follow all Company procedures for cash drawers and register balancing.

* [ ] Maintain responsibility for the assigned cash drawer.

* [ ] Immediately report cash shortages, overages, errors, or suspected fraudulent transactions to management.

* [ ] Never remove cash from the register or store for personal use.

* [ ] Never exchange money between registers without management authorization.

* [ ] Follow all procedures for credit/debit card, cash, and other approved payment methods.

* [ ] Never share register passwords, access codes, or credentials.

### 4. Lottery Responsibilities

* [ ] Follow all Company procedures for lottery sales and transactions.

* [ ] Verify customer eligibility when required.

* [ ] Carefully process lottery purchases, tickets, claims, and other lottery transactions.

* [ ] Maintain proper control of lottery tickets and lottery-related cash.

* [ ] Immediately report lottery discrepancies, errors, suspicious activity, or suspected fraud to management.

* [ ] Never alter, manipulate, or improperly process a lottery transaction.

* [ ] Follow all applicable Tennessee lottery requirements and Company procedures.

### 5. Tobacco & Age-Restricted Products

* [ ] Follow all Company procedures regarding the sale of tobacco and other age-restricted products.

* [ ] Properly verify customer identification when required.

* [ ] Never knowingly sell age-restricted products to an underage customer.

* [ ] Do not accept expired, invalid, altered, or otherwise unacceptable identification.

* [ ] When uncertain about a customer's eligibility, stop the transaction and request assistance from management.

* [ ] Follow all Company procedures regarding tobacco, alcohol, lottery, and other regulated products.

* [ ] Never allow another person to use the cashier's register credentials or identification procedures.

### 6. Store Appearance & Stocking

* [ ] Keep the checkout area clean and organized.

* [ ] Maintain clean counters, floors, displays, and customer areas as assigned.

* [ ] Restock merchandise as directed by management.

* [ ] Face and organize merchandise properly.

* [ ] Notify management when products are low or out of stock.

* [ ] Report damaged, expired, or improperly priced merchandise.

* [ ] Maintain a clean and presentable store throughout the shift.

### 7. Security & Loss Prevention

* [ ] Follow all Company security and loss-prevention procedures.

* [ ] Remain alert for suspicious customer activity.

* [ ] Report suspected shoplifting, employee theft, fraudulent transactions, or other suspicious activity to management.

* [ ] Never confront a suspected shoplifter unless specifically authorized and trained to do so under Company policy.

* [ ] Protect cash, lottery tickets, merchandise, keys, passwords, and other Company property.

* [ ] Immediately report security concerns to management.

### 8. Employee Conduct

* [ ] Follow all reasonable instructions from the Manager or designated supervisor.

* [ ] Follow Company policies consistently.

* [ ] Maintain professional conduct while on Company property.

* [ ] Avoid excessive personal phone use while working.

* [ ] Do not conduct personal business during scheduled working time without management approval.

* [ ] Do not leave the assigned work area without notifying or receiving approval from management when required.

* [ ] Maintain a respectful and professional relationship with customers and coworkers.

## Performance Expectations

Cashiers will be evaluated on:

* Attendance and punctuality

* Following the assigned schedule

* Customer service

* Register accuracy

* Cash-handling accuracy

* Lottery transaction accuracy

* Proper age verification

* Compliance with Company procedures

* Store cleanliness

* Productivity

* Dependability

* Professional conduct

* Loss prevention

* Ability to follow instructions

## Scheduling & Hours Policy

Employees are expected to work the hours assigned to them by management.

Because the Company schedules employees according to customer traffic and business needs, **employees must not independently add hours to their schedule** by arriving early, staying after their scheduled departure time, or working additional shifts without management approval.

If additional work is necessary, the employee must obtain approval from the Manager before performing the additional work whenever reasonably possible.

Employees must accurately record **all time actually worked**. Nothing in this policy authorizes an employee to work off the clock. All hours actually worked must be recorded and will be compensated in accordance with applicable law.

Repeated failure to follow the assigned schedule, unauthorized working of additional hours, excessive tardiness, early departures, or attendance problems may result in corrective action consistent with Company policy and applicable law.

## Acknowledgment

The Cashier understands that these requirements are essential functions and performance expectations of the position. The employee is expected to follow Company policies, management instructions, and applicable laws at all times.

Failure to meet these expectations may result in coaching, corrective action, or other disciplinary action consistent with Company policy and applicable law.