Lead Customer Service Representative

Store location: 3224 Wilmington Road, New Castle, Pennsylvania 16105

About the role

Full-time position with flexible shift availability, including days, evenings, overnights, and weekends.

Responsibilities

• Provide prompt, excellent customer service in a courteous, friendly, and attentive manner.
• Greet and assist customers, offering suggestions or recommendations.
• Operate cash register accurately, handling money, checks, and other payment types.
• Perform multi-function operations including fuel console, lottery machines, money order machine, and telecom transactions.
• Maintain store facility and equipment to company standards through cleaning and general housekeeping duties.
• Inspect store facilities and equipment for safety, cleanliness, and proper working order; contact maintenance for repairs as needed.
• Complete build-to orders for merchandise, receive and verify vendor deliveries, and maintain adequate stock levels.
• Place advertising and pricing signage inside and outside the facility.
• Control merchandise, cash shortages, and other selling expenses; assist in maintaining proper inventory levels and shift audits.
• Monitor shift sales, cash handling procedures, and other shift functions, including daily close-outs.
• Notify the Store Manager of any sales, cash, inventory, or operational discrepancies.
• Receive and sign vendor deliveries, verifying quality and quantity of product.
• Follow company guidelines for product breakage or spoilage.
• Supervise customer service representatives in the absence of the Store Assistant Manager.
• Coach and train new employees to meet company operating, conduct, and performance standards.
• Monitor customer traffic and adjust staffing to decrease waiting time; reassign duties as needed.
• Provide employee feedback and assist with performance improvement counseling.
• Manage the fast food service area of the store.
• Know and implement the gasoline pricing strategy for the store.
• Report incidents such as employee or customer injuries, theft, property damage, or improper sanitation.
• Report any unsafe, unlawful, or unethical conduct.
• Perform shift change duties, including counting cash drawers, recording employee purchases, and completing end-of-shift reports.
• Ensure accurate timekeeping records for all employees.
• Take inventory of supplies and equipment as needed.
• Attend job-related meetings and maintain regular, predictable onsite attendance.
• Complete daily store reports and other duties as assigned by the Store Manager.

Requirements

• High school diploma or GED preferred.
• Experience in retail sales preferred.
• Ability to work with equipment, tools, and materials listed.
• Ability to work scheduled hours, including arriving on time.
• Strong communication skills to convey information clearly.
• Basic arithmetic skills (addition, subtraction, multiplication, division) preferred.

Physical Requirements

• Ability to work in cold or warm temperature extremes, including occasional work in walk-in coolers/freezers and outdoors.
• Occasionally lift and/or carry up to 30 pounds from ground to overhead (e.g., stocking inventory).
• Occasionally lift and/or carry up to 50 pounds from ground to waist (e.g., replenishing fountain syrups).
• Ability to grasp, reach, and manipulate objects with hands for an entire shift, requiring eye-hand coordination.
• Push/pull with arms up to a force of 20 pounds (e.g., using a hand-truck).
• Reach overhead for objects.
• Bend and twist at the waist.
• Communicate orally and operate a cash register/computer keyboard.
• Stoop, kneel, squat, bend, push, and pull.
• Ability to work alone and stand/walk for an entire shift.
• Exposure to occasional noise.
• May require climbing a ladder to store/retrieve materials or place/remove signs.

Work Environment

• Approximately 95% of work performed indoors, with occasional outdoor tasks (e.g., cleaning parking lots, gas pumps, taking out garbage).
• Exposure to extreme cold temperatures while working in walk-in coolers/freezers.
• Exposure to occasional noise.
• Work with minimum direction and periodic supervision.

Pay

Hiring range: $15.50 to $16.00 per hour.