Service Operations Assistant

About the role

The Service Operations Assistant supports the daily operation of the store’s front end and assists the Service Operations Manager with delivering excellent customer service, maintaining operational standards, and leading front-end associates. This position helps ensure the department is properly staffed, organized, and prepared to provide customers with a fast, friendly, and efficient checkout experience.

Responsibilities

• Provide exceptional customer service and promote a welcoming, customer-first environment.
• Assist with overseeing daily front-end and customer service operations.
• Support the Service Operations Manager with department priorities and daily execution.
• Direct and coordinate cashiers, courtesy clerks, and other front-end associates during assigned shifts.
• Monitor checkout lanes and customer traffic to maintain appropriate coverage and minimize wait times.
• Coordinate associate breaks, lunches, and work assignments based on business needs.
• Assist customers with questions, concerns, refunds, exchanges, and other service-related needs.
• Support proper cash-handling procedures, register accountability, and front-end financial controls.
• Assist with opening, closing, and shift transition procedures.
• Ensure the front end, checkout lanes, and customer service areas remain clean, organized, and customer-ready.
• Assist with training, coaching, and developing front-end associates.
• Reinforce company policies, customer service expectations, safety procedures, and operational standards.
• Help identify and communicate staffing, performance, or operational concerns to department and store leadership.
• Support loyalty programs, company initiatives, promotional activities, and other store priorities.
• Partner with other departments to address customer needs and support overall store operations.
• Perform additional duties as assigned based on business needs.
• Lead by example with professionalism, urgency, accountability, and a positive attitude.
• Provide clear direction and support to associates throughout the shift.
• Help maintain a productive and respectful work environment.
• Recognize strong performance and provide constructive coaching when needed.
• Respond calmly and professionally to customer or associate concerns.
• Make sound operational decisions when department leadership is unavailable.
• Communicate effectively with associates, department managers, and store leadership.
• Support department goals while maintaining high standards for customer service and execution.