Lead Customer Service Representative

Lead Customer Service RepresentativeThe Lead Customer Service Representative (Lead CSR) serves as a senior team member on the convenience store front-line team. While this role does not have formal supervisory responsibilities, it acts as a go-to resource for fellow CSRs. Lead CSR helps to uphold operational and service standards, supports training of new hires, and takes initiative to resolve customer concerns and maintain store readiness.This role is ideal for individuals who excel in customer service, demonstrate reliability and initiative and are ready to take on additional responsibility as a steppingstone toward leadership opportunities within Spotless Brands' convenience store network.Essential Functions (Other Duties as Assigned)Customer Interaction & Front-End OperationsProvide prompt, courteous, and top-tier customer service to all guestsServe as the escalation point for customer concerns when managers are not presentAssist with resolving issues efficiently while maintaining professionalismAssist customers with refunds as needed, ensuring a smooth, professional resolution in accordance with store policies and proceduresLead by example in maintaining a welcoming, positive customer-facing environmentCash Handling & TransactionsAccurately process transactions using point-of-sale (POS) system (cash, credit, mobile, lottery, fuel)Perform opening and closing register procedures as assignedEnsure compliance with alcohol, tobacco, and age-restricted sales regulationsEnsure compliance with all state and federal lottery regulations, oversee lottery ticket sales, maintain accurate records of transactions, and train team members on proper lottery procedures to maximize efficiency and customer satisfactionMonitor transaction accuracy and adherence to case handling protocolsStore Standards & MerchandisingHelp monitor inventory levels and restock shelves, coolers, and displays as neededEnsure store appearance and cleanliness is always maintainedAssists with cleanliness and maintenance tasks, including restroom cleaning, trash removal, dumpster cleaning, and pump area upkeep, to maintain a sanitary and customer-ready environmentPerforms duties as assigned, including operational and cleaning tasks that support site, shop, or store upkeepReceive and organize vendor deliveries in accordance with company standards; take charge of maintaining strong relationships with vendorsSupport the training and onboarding of new CSRs by modeling excellent service and operational practicesPerform other duties as assigned to support the team and the needs of the businessEducation and ExperienceHigh School Diploma or equivalent preferred, not requiredMinimum of 6 months' experience in a convenience store, retail, or similar customer service environment preferredProven track record of reliability and strong performance as a CSR or similar roleMinimum 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 applicableAbility to pass any legally required certifications for selling restricted itemsMust be able to successfully pass a background check in accordance with company policies and applicable lawsKnowledge, Skills, and AbilitiesKnowledgeSolid understanding of convenience store operations, POS systems, and cash handlingFamiliarity with state and federal laws related to restricted product salesKnowledge of safety and sanitation standards in a retail environmentSkillsStrong customer service and interpersonal communication skillsDependability and ability to take initiative without constant supervisionAbility to solve problems and manage minor escalations confidentlyAttention to detail with high transaction accuracyAbilitiesAbility to lead by example and serve as a role model to peersComfortable working independently and making decisions within established guidelinesAbility to work flexible hours, including evenings, weekends, and holidaysAble to stand for extended periods of time and lift and carry up to 50 pounds as needed for stocking or receiving shipmentsWillingness to work as part of a team and adapt to changing prioritiesPhysical RequirementsAbility to walk, stand, and move through storeAbility to stoop, crouch, bend frequently, and constantly using fingers, hands, and arms including occasional ascending and descending a ladderAbility to twist, carry, reach, push, and pull frequentlyAbility to lift and carry 50 pounds without assistance for work-related materialsAbility to work on your feet in a fast-paced, physically active environmentMust be able to work in an environment with varying noise levels, including loud sounds from machinery, tools, or high-traffic areasUse of personal protective equipment (gloves, eyewear, etc.) as requiredFlexibility to work non-traditional hours, including evenings and weekends, as business needs or emergencies ariseThis 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.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.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.