Customer Service- Cash Office Manager

About the Role

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 role supports established company policies and standards to ensure programs, procedures, and policies are followed. The ideal candidate is passionate about people, committed to customer service excellence, and capable of working with limited supervision to solve problems and make decisions.

Responsibilities

• Promote the company image as a service-oriented operation where every associate greets, assists, and thanks customers in a prompt, courteous, and business-like manner.
• Resolve customer complaints to the full satisfaction of the customer.
• Provide an open-door atmosphere conducive to high associate morale and excellent customer service.
• Achieve high associate morale by managing in a style that is Respectful, Supportive, and Totally Team Oriented (RSTO).
• Commit to the “Golden Rule” and work with associates to build a strong customer service team.
• Provide support and direction to all customer service associates to ensure a well-disciplined, smooth-operating cash office.
• Guarantee accurate and efficient handling of sales and service functions at the courtesy booth, including cash handling, customer complaints, inquiries, refunds, phone answering, gift card sales, cigarettes, and stamps.
• Control and maintain all cash handling procedures, including bank deposits, change orders, pick-ups, loans at registers, balancing, and returned checks.
• Ensure all new customer service associates complete onboarding, e-learnings, and receive proper training on department goals and expectations.
• Plan work schedules to ensure proper service standards while achieving budgeted payroll and adhering to wage and hour policies.
• Oversee and ensure prompt, efficient, and accurate service of customers.
• Ensure compliance with company policies, procedures, and all federal, state, and local laws applicable to the industry.
• Work with the Customer Service Manager and store management team to minimize expenses and control shrink (e.g., cash handling, security, shoplifting, product handling, returns).
• Maintain accurate records and follow guidelines for submitting documents to the accounting department.
• Communicate needs, problems, and support to the store management team.
• Coach, recognize great performance, and identify areas of improvement for customer service associates.
• Ensure company standards of cleanliness, safety, proper food handling practices, sanitation, and productivity are achieved.
• Troubleshoot technical issues with the Point-Of-Sale system.
• Assist in customer service on the front end as needed.
• Ensure department completion of annual compliance trainings.
• Obtain ServSafe certification if required by store location.
• Perform other duties as assigned by management.

Requirements

• Successful experience in cash office operations or relevant management experience.
• Ability to work with people of various backgrounds, personality traits, and levels of authority.
• Detail-oriented, organized, confident, and excellent communication skills.
• Must meet federal, state, and local age regulations for the sale of alcohol and tobacco.
• Must be able to read, write, speak, and understand English.
• Proficiency in computer programs and applications pertinent to cash office operations.
• Ability to work a schedule based on the business needs of the store location.
• Must be authorized to work within the U.S.

Physical Demands

• Occasionally (1-33%): Sitting, carrying up to 50 lbs., climbing up to 3 feet, stooping, kneeling, crouching, crawling.
• Frequently (34-66%): Pushing up to 100 lbs., bending, balancing, smelling.
• Continuously (67-100%): 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, hearing.

Safety Risk Factors

• Never (0%): Hazardous equipment (mechanical moving parts) or toxic exposure.
• Occasionally (1-33%): Loud noise, slippery or cluttered floor surface, contact with sharp objects or skin irritants, nuisance dust, fumes, sprays, or hazardous cleaning solutions.
• Continuously (67-100%): Twisting of back and neck.

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.

Working Conditions

Working environment is primarily inside and may occasionally be outside if necessary. Continuous movement of the entire body is required.

Pay

The hiring range for this position is $21.70 - $28.20 per hour. Actual salaries will vary depending on factors including but not limited to education, experience, qualifications, and internal equity.