Lead Customer Service Representative

Position Summary

Under the direction of the Store Manager, the Lead Customer Service Representative (Lead CSR) supports and oversees daily store operations while assisting in training, guiding, and supervising Customer Service Representatives (CSRs). This position plays a key leadership role in ensuring superior customer service, operational efficiency, and adherence to company policies and safety standards. The Lead CSR acts as a shift leader, providing on-the-job support, maintaining a clean and customer-friendly environment, and fostering a positive, team-oriented workplace. This role ensures consistent performance across all operational, service, and compliance areas.

Responsibilities And Duties

• Serve as the primary point of contact for Customer Service Representatives during assigned shifts
• Provide ongoing coaching, mentorship, and performance feedback to store employees
• Ensure all team members adhere to company policies, cash handling procedures, and safety protocols
• Lead by example through professionalism, teamwork, and outstanding customer service
• Communicate shift updates, operational issues, and employee concerns to management promptly
• Aid with scheduling, coverage coordination, and onboarding of new employees

Cash Management & Reporting

• Oversee daily register operations, including drawer balancing and safe drops
• Conduct shift change cash counts and ensure all transactions are accurate and compliant with policy
• Maintain accuracy and compliance with POS and cash control procedures
• Prepare daily reports and communicate any discrepancies to management immediately

Store Operations & Merchandising

• Supervise restocking, product rotation, and merchandising activities
• Ensure displays, signage, and promotional materials are accurate and visually appealing
• Verify product pricing and remove expired or damaged items promptly
• Aid with vendor deliveries, inventory checks, and order preparation as required

Health, Safety & Maintenance

• Enforce compliance with safety, sanitation, and cleanliness standards for all employees
• Support and communicate emergency response procedures and monitor readiness of safety equipment
• Conduct routine store inspections and report maintenance needs to management