Customer Service Associate

Job Description

Job Description

Overview

Job Purpose

The Customer Service Associate is responsible for supporting the store leadership team by executing a variety of store-level tasks that ensure efficient, safe, and customer-focused operations. This includes food service preparation, point-of-sale transactions, housekeeping duties, and general store upkeep.

The Customer Service Associate plays a key role in delivering an exceptional experience by engaging every customer with friendliness, efficiency, and professionalism - ultimately building brand loyalty and upholding the Royal Farms standard of excellence. Responsibilities Essential Functions

Customer Service & Engagement Ensure every customer receives outstanding service by creating a friendly environment—greet and acknowledge customers, uphold high service standards, anticipate customer needs, and demonstrate product knowledge. Respond promptly to customer inquiries about merchandise and assist with product selection. Communicate with store leadership about customer requests, vendor issues, and product damages.

Point of Sale & Transactions Operate the register, scan and bag items, manage various payment methods, activate fuel and gift cards, and ensure drawer balance at shift end. Follow all ID verification laws when selling age-restricted products such as alcohol or tobacco. Assist and educate customers using the assisted checkout terminals; monitor transactions to ensure accurate payment and prevention of theft. Support customers with purchases that require employee assistance, such as tobacco, lottery, or items kept behind the counter. Handle customer fuel transactions and monitor fuel court activity; stop pumps if necessary.

Food & Beverage Service Prepare all made-to-order food and beverages per recipe or customer specifications, ensuring accuracy, quality, and speed of service. Execute foodservice and beverage programs consistently, maintaining proper portioning, presentation, and product availability. Follow all food safety and sanitation standards, including proper handling, storage, and cleaning practices, to ensure a safe experience for customers and compliance with company and regulatory requirements.

Merchandising & Stocking Restock products and supplies to maintain a fully stocked store. Check expiration codes, face and inspect items, pull and discard expired products per company procedures.

Store Cleanliness & Safety Perform routine side work (cleaning, sweeping, mopping, trash removal, etc.). Maintain a clean and organized work area to ensure safe working conditions. Immediately report unsafe conditions to store leadership.

Additional Responsibilities Follow Royal Farms safety, security, and operational procedures as outlined in SOPs and training materials. Uphold the mission, core values, and brand standards of the company by ensuring all practices reflect integrity, accountability, and operational excellence. Performs other projects/duties as assigned. Qualifications Qualifications

Required Must be at least 16 years old. Must have strong communication and customer service skills. Must demonstrate the ability to work both independently and as part of a team. Must be able to multitask effectively in a fast-paced environment. Must be able to learn and follow all Royal Farms safety processes and procedures.

Preferred Prior experience in food service and/or customer service.

Success Factors Customer Focus

- Consistently delivers friendly, attentive, and accurate service to every customer, creating a welcoming and efficient experience that supports brand loyalty. Operational Consistency

- Maintains high standards of cleanliness, food safety, and merchandising while accurately executing all assigned tasks and procedures during the shift. Team Dependability

- Demonstrates reliability, flexibility, and strong communication within the team environment, supporting store goals and adapting effectively to fast-paced demands.

Work Requirements Must be able to stand, walk, bend, reach, and lift up to 50lbs throughout the shift. Must be able to perform repetitive physical tasks like squatting, stooping, and crouching. Must be comfortable working around hot equipment and cleaning products. Ability to be punctual and arrive to work on time. Must wear slip-resistant shoes while on duty. Flexible availability to work various shifts, including weekends, holidays, and overtime, as required by business needs. Ability to adhere to assigned schedules and arrive to work on time as required by business needs.