Service Operations Assistant Position Summary:

The Service Operations Assistant supports the Service Operations Manager in directing and controlling front end operations while delivering a fast, friendly, and compliant customer experience. This role helps oversee front end associates, ensures adherence to company policies and procedures, and supports operational, cash-handling, and service standards.

Key Responsibilities:

Front End Operations & Customer Service

• Support and promote all company and division customer service programs to meet or exceed service goals
• Assist with managing daily front end operations, including customer traffic flow, lane coverage, and service desk activity
• Respond to customer questions and concerns and assist with issue resolution as needed
• Maintain sales floor and restroom cleanliness standards

Associate Support & Scheduling

• Assist the Service Operations Manager with scheduling and supporting Cashiers, Courtesy Clerks, and Service Supervisors
• Provide guidance and direction to front end associates during assigned shifts
• Make schedule adjustments to maintain proper staffing and service levels
• Serve as an overflow cashier when necessary

Cash Handling & Controls

• Support cash flow processes including tills, deposits, safe activity, armored car service, and pickups
• Approve checks, refunds, and transactions according to policy
• Monitor cashier accountability and assist with resolving shortages, overages, and variances
• Partner with Loss Prevention and administrative support to reduce shrink

Compliance & Policy Execution

• Ensure compliance with company policies related to cash handling, restricted sales, employee purchases, refunds, coupons, scan accuracy, and WIC
• Ensure front end operations comply with safety, sanitation, security, grooming, and dress code standards
• Support minor scheduling compliance and labor policy adherence

Training & Administrative Support

• Assist with training front end associates on procedures, policies, and customer service expectations
• Support administrative tasks including ordering and balancing front end supplies such as money orders, gift cards, lottery, and postage
• Report equipment, scan file, or system issues and assist with emergency procedures during outages

Operational Support

• Assist with implementing front end programs and initiatives
• Maintain confidentiality of employee, sales, and company information
• Attend required meetings and training sessions
• Perform other duties as assigned to support front end operations

Qualifications:

Required

• Previous retail or front end experience
• Strong customer service and communication skills
• Working knowledge of cash handling and point-of-sale systems
• Ability to follow detailed policies and procedures

Preferred

• Experience supporting or leading front end associates
• Familiarity with front end compliance requirements and operational standards

Physical & Work Environment Requirements:

• Ability to stand, walk, bend, and lift up to 50 lbs
• Frequent interaction with customers and associates
• Exposure to front end equipment, cleaning supplies, and temperature‑controlled environments
• Flexible availability including nights, weekends, and holidays as required