Lead Customer Service Representative

JOB TITLE:

Lead Customer Service Representative

FLSA STATUS:

Non-Exempt

JOB STATUS:

Full Time or Part Time

LOCATION:

Site

REPORTS TO:

Store Manager or Assistant Store Manager (varies based on business needs)

DIRECT/ INDIRECT REPORTS:

None

EFFECTIVE DATE:

6/1/2025

The 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 Operations

• Provide prompt, courteous, and top-tier customer service to all guests
• Serve as the escalation point for customer concerns when managers are not present
• Assist with resolving issues efficiently while maintaining professionalism
• Assist customers with refunds as needed, ensuring a smooth, professional resolution in accordance with store policies and procedures
• Lead by example in maintaining a welcoming, positive customer-facing environment

Cash Handling & Transactions

• Accurately process transactions using point-of-sale (POS) system (cash, credit, mobile, lottery, fuel)
• Perform opening and closing register procedures as assigned
• Ensure compliance with alcohol, tobacco, and age-restricted sales regulations
• Ensure 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 satisfaction
• Monitor transaction accuracy and adherence to case handling protocols

Store Standards & Merchandising

• Help monitor inventory levels and restock shelves, coolers, and displays as needed
• Ensure store appearance and cleanliness is always maintained
• Assists with cleanliness and maintenance tasks, including restroom cleaning, trash removal, dumpster cleaning, and pump area upkeep, to maintain a sanitary and customer-ready environment
• Performs duties as assigned, including operational and cleaning tasks that support site, shop, or store upkeep
• Receive and organize vendor deliveries in accordance with company standards; take charge of maintaining strong relationships with vendors
• Support the training and onboarding of new CSRs by modeling excellent service and operational practices
• Perform other duties as assigned to support the team and the needs of the business

Education and Experience

• High School Diploma or equivalent preferred, not required
• Minimum of 6 months' experience in a convenience store, retail, or similar customer service environment preferred
• Proven track record of reliability and strong performance as a CSR or similar role
• Minimum 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 applicable
• Ability to pass any legally required certifications for selling restricted items
• Must be able to successfully pass a background check in accordance with company policies and applicable laws

Knowledge, Skills, and Abilities

Knowledge

• Solid understanding of convenience store operations, POS systems, and cash handling
• Familiarity with state and federal laws related to restricted product sales
• Knowledge of safety and sanitation standards in a retail environment

Skills

• Strong customer service and interpersonal communication skills
• Dependability and ability to take initiative without constant supervision
• Ability to solve problems and manage minor escalations confidently
• Attention to detail with high transaction accuracy

Abilities

• Ability to lead by example and serve as a role model to peers
• Comfortable working independently and making decisions within established guidelines
• Ability to work flexible hours, including evenings, weekends, and holidays
• Able stand for extended periods of time and lift and carry up to 50 pounds as needed for stocking or receiving shipments
• Willingness to work as part of a team and adapt to changing priorities

Physical Requirements

• Ability to walk, stand, and move, through store
• Ability to stoop, crouch, bend frequently, and constantly using fingers, hands, and arms including occasional ascending and descending a ladder
• Ability to twist, carry, reach, push, and pull frequently
• Ability to lift and carry 50 pounds without assistance for work-related materials
• Ability to work on your feet in a fast-paced, physically active environment
• Must be able to work in an environment with varying noise levels, including loud sounds from machinery, tools, or high-traffic areas
• Use of personal protective equipment (gloves, eyewear, etc.. ) as required
• Flexibility to work non-traditional hours, including evenings and weekends, as business needs or emergencies arise

This 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. Do not include any medical or health information in this email. The Human Resources team will respond to your email promptly.

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: and