Job Summary:

The Service Supervisor supports front‑end operations by providing day‑to‑day supervision of customer service areas, registers, and front‑end associates. This role ensures consistent service execution, policy compliance, cash handling accuracy, and a positive customer and associate experience while supporting store and service leadership.

Key Responsibilities:

Front‑End Supervision & Service Execution

• Supervise daily front‑end activities, including registers, self‑checkout, service desk, and customer flow.
• Ensure excellent customer service and prompt resolution of routine customer concerns.
• Maintain front‑end cleanliness, organization, and readiness throughout the day.

Associate Support & Work Direction

• Provide daily work direction to front‑end associates.
• Reinforce service standards, productivity, and customer engagement expectations.
• Support training and onboarding of new front‑end associates.
• Act as a resource for associates regarding front‑end processes and procedures.

Cash Handling & Compliance

• Ensure proper cash handling, till accountability, and adherence to cash office procedures.
• Support refunds, voids, overrides, and tender policies in accordance with company guidelines.
• Monitor register activity for accuracy and escalate discrepancies as needed.
• Assist with audits, documentation, and compliance requirements.

Customer Experience

• Deliver a positive and professional customer experience at all times.
• Address customer questions or concerns efficiently and respectfully.
• Model service behaviors that reinforce speed, accuracy, and friendliness.

Safety, Loss Prevention & Policies

• Ensure compliance with company policies, safety standards, and front‑end procedures.
• Maintain a clean, organized, and hazard‑free work environment.
• Support loss prevention efforts and shrink reduction initiatives.

Collaboration & Coverage

• Partner with the Service Operations Manager, Service Ops Assistant, and store leadership to support daily operations.
• Provide leadership coverage during peak periods or when service leadership is unavailable.
• Support store initiatives, promotions, and special projects as assigned.

Knowledge, Skills & Abilities

• Strong customer service, communication, and leadership skills.
• Knowledge of front‑end operations, cash handling, and customer service standards.
• Ability to manage multiple priorities in a fast‑paced retail environment.
• Basic proficiency with POS systems and front‑end technology.
• Ability to lead by example and reinforce accountability.

Education & Experience:

• High school diploma or equivalent required.
• Previous retail customer service or supervisory experience preferred.

Physical Requirements:

• Ability to stand, walk, bend, and lift up to 40–50 pounds as needed.
• Ability to work flexible schedules, including evenings, weekends, and holidays.