Duties and Responsibilities

Customer Service & Front-End Standards

• Champion corporate and division customer service programs to meet or exceed service goals.

• Assist the Service Operations Manager in managing and scheduling Cashiers, Courtesy Clerks, and Service Supervisors.

• In some divisions, assist in supervising the Administrative Coordinator/Bookkeeper and maintain full working knowledge of their duties.

• Answer and respond to incoming calls appropriately; resolve customer complaints and escalate to the Service Operations Manager or Store Director when needed.

• Serve as an overflow cashier when necessary.

Front-End Operations & Store Support

• Assist in directing and supervising front‑end operations, including customer traffic flow, lane coverage, cleanliness, and appearance of front‑end sales areas and restrooms.

Ensure compliance with all Company policies and procedures, including:

• Cash Handling

• Employee Purchase

• Restricted Product Sales

• Coupon and Gift Card Policies

• Scan Accuracy

• Scheduling Minors

• Product Return Policy

• WIC

• Sanitation, Safety, and Security

• Grooming and Dress Code

• Report policy violations to the Service Operations Manager and Store Director.

Cash Handling & Financial Controls

• Accurately operate checkstand equipment including cash registers, electronic payment systems, SCO (Self‑Checkout), RAP stations, scanners, and scales.

• Maintain strict compliance with all cash handling, refund, void, restricted sale, WIC, check acceptance, and related policies.

Handle cash flow responsibilities such as:

• Deposits

• Armored car service

• Safe counts and transactions

• Till preparation and pickups

• Check and refund approvals

• Monitoring cashier tills

• Complete or ensure completion of all front‑end forms and documentation.

• Work with the Service Operations Manager and Service Supervisors to resolve variances, irregularities, and payroll issues.

Shrink, Loss Prevention & Compliance

• Partner with Division Loss Prevention and the Administrative Coordinator to resolve cash shortages and other shrink issues.

• Ensure compliance with Company programs addressing shrink, excessive voids/refunds, and cash handling concerns.

• Report scan file issues promptly and ensure front‑end equipment is functioning properly.

• Implement emergency procedures during equipment or system malfunctions.

Training, Coaching & Team Development

• Assist in front‑end employee training alongside the Service Operations Manager and Administrative Coordinator.

• Train employees on store policies, customer service expectations, and record‑keeping procedures.

• Make schedule adjustments as needed to support customer service levels.

Administrative Responsibilities

Assist with administrative front‑end tasks including ordering or managing:

• Money orders

• Bus passes

• Lottery

• Gift cards

• Postage

• Change (where applicable)

• Balance and maintain control logs for money orders, transfers, lottery, and gift cards.

• Ensure accurate completion and maintenance of all necessary administrative paperwork.

Program & Promotion Execution

• Assist in implementing front‑end programs, promotional initiatives, and service-related activities.

Professional Standards

• Ensure compliance with all Company policies, grooming standards, and dress code.

• Perform all job duties with honesty, accuracy, integrity, and a commitment to Company standards.

• Carry out additional duties as assigned.