Customer Service- Cash Office Manager

Cash Office Manager

The Cash Office Manager oversees the daily Cash Office operations of the store and ensures customer satisfaction by providing skill development and on-the-job training for all customer service associates. This person supports established company policies and standards to ensure that programs, procedures and policies are followed. This individual provides the highest level of quality service by creating a pleasant and friendly atmosphere while treating each and every customer and associate like one of the family!

Minimum Qualifications

1. Must be passionate about people and committed to customer service excellence! 2. Possess successful experience in cash office operations or relevant management experience. 3. Display initiative, work with limited supervision, make decisions, provide direction and use sound judgment to act upon opportunities to solve problems. 4. Demonstrate ability to work with people of various backgrounds, personality traits and levels of authority to accomplish company goals. 5. Must be detail oriented, organized, confident, and demonstrate excellent communication skills. 6. Must meet federal, state, and local age regulations in regards to the sale of alcohol and tobacco. 7. Must be able to read, write, speak, and understand English. 8. Ability to use computer programs and applications pertinent to cash office operations. 9. Ability to work a schedule based on the business needs of the store location. 10. Must be authorized to work within the U.S.

Responsibilities

The list of essential functions is not exhaustive and may be supplemented as necessary by the company.

1. Promote the company image as a service-oriented operation where every associate will greet, assist, render efficient service and thank customers in a prompt, courteous, friendly, and business-like manner. Resolve customer complaints to the full satisfaction of the customer. 2. Provide an open door atmosphere conducive to high associate morale and excellent customer service. Achieve the highest associate morale in the industry by managing in a style that is Respectful, Supportive and Totally Team Oriented (RSTO). 3. Commit to the "Golden Rule" and work with associates to build a strong customer service team. 4. Provide support and direction to all customer service associates to ensure a well-disciplined, smooth operating cash office. 5. Guarantee accurate and efficient handling of sales and service functions at the courtesy booth including but not limited to cash handling, customer complaints, inquiries and requests, refunds, answering phones, sales of gift cards, cigarettes, and stamps. 6. Control and maintain all cash handling procedures, including all media, to prevent losses such as bank deposits (preparing and verifying), change orders (order and verify), pick-ups and loans at the registers, balancing (register and office), and returned checks (redeposit, follow-up on collection). 7. Ensure all new customer service associates successfully complete onboarding/e-learnings and receive proper training of department goals and expectations. 8. Promote high associate morale by treating all associates in a fair and consistent manner. 9. Plan work schedules to ensure proper service standards while consistently achieving budgeted payroll and adhering to all wage and hour policies and regulations. 10. Oversee and ensure prompt, efficient and accurate service of customers. 11. Ensure compliance with company policies and procedures, and all federal, state and local laws applicable to our industry 12. Work actively with the Customer Service Manager and store management team to minimize expenses and control shrink (such as cash handling, pick-ups and loans, cashier over/short, security, shoplifting, sweet-hearting, product handling, and returns). 13. Maintain accurate records and follow guidelines for submitting documents to the accounting department. 14. Communicate needs, problems and provide support to the store management team. Cooperate with store manager and department specialists to optimize the performance of the department. Communicate any price discrepancies to the appropriate department manager. 15. Work with customer service associates to coach, recognize great performance and identify areas of improvement. 16. Ensure company standards of cleanliness, safety, proper food handling practices, sanitation, and productivity are achieved. 17. Complete understanding of the Point-Of-Sale with the ability to troubleshoot technical issues. 18. Other duties as assigned by management.

Secondary Job Functions: 1. Assist in customer service on the front end as needed. 2. Ensure department completion of annual compliance trainings. 3. ServSafe Certified if necessary by store location.

Physical Demands: (per work day)

The physical demands and safety risk factors of the job listed below may occur during each work shift and are listed according to their frequency.

Physical Demands

Frequency

Sitting, carrying up to 50 lbs., climbing up to 3 feet, stooping, kneeling, and crouching, crawling.

1-33% (O) Occasionally

Pushing up to 100 lbs., bending, balancing, and smelling.

34-66% (F) Frequently

Standing and walking on tile or concrete, lifting up to 40 lbs, pulling up to 100 lbs, handling, fingering, feeling, reaching at waist or overhead, talking, seeing, and hearing.

67-100% (C) Continuously

Safety Risk Factors

Frequency

0% (N) Never

Hazardous equipment (mechanical moving parts) or toxic exposure (see material safety data sheet). Loud noise, slipper or cluttered floor surface, contact with sharp objects or skin irritant, nuisance dust, fumes, sprays, or hazardous cleaning solutions.

1-33% (O) Occasionally

Twisting of back and neck.

67-100% (C) Continuously

Machines, tools, and equipment utilized:

Safe, alarm systems, scanner, scales, adding machine, check scanner, cash register, shopping cart, POS system, lottery machine, phones/paging system, store computer system, bagging supplies, approved cleaning supplies.

Repetitive Action: Continuous movement of entire body.

Working Conditions: Working environment is inside and may be outside if necessary.

Hiring Range: In accordance with MA Pay Transparency requirements, the following represents a good faith estimate of the hiring range for this position. At Roche Bros., we carefully consider a wide range of non-discriminatory factors when determining salary. Actual salaries will vary depending on factors including but not limited to education, experience, qualifications, and internal equity. The hiring range for this position is $21.70 - $28.20 per hour.