Customer Service Representative

BASIC PURPOSE:

Under the general direction of the Station Manager and Area Manager, the Customer Service Representative assists in carrying out the company’s day to day operations and is accountable for helping the company deliver on our commitment to provide superior Customer Service. The Customer Service Representative is responsible for maintaining a clean and visually appealing food mart that is well stocked with a variety of quality food and beverage options.

ESSENTIAL FUNCTIONS:

Customer Service Duties

· Welcome and make eye contact with all customers when they enter the store (Ex. “Welcome to Chevron”)

· Represents the Company in a professional manner at all times. Consistently maintains a professional, courteous attitude when dealing with customers.

· Performs the Four Steps of Customer Service with all customers to ensure an excellent Mystery Shop review and total customer satisfaction.

· Offer current promotional items to all customers.

· Offer credit card application and information to all customers.

Visual Communications

· Stock and maintain all displays and coolers to ensure they are visually appealing to customers.

· Make sure all promotional signage is in good condition and displayed in key areas to maximize effectiveness.

· Ensure that all prices are displayed correctly for each product.

· Make sure all damaged and expired items have been removed from the shelf and set aside for the Station Manager.

· Keep the food and beverage area clean, neat, and well stocked with all necessary items.

Food and Beverage Handling

· Make sure all hot food and beverage items are fresh and properly prepared at the correct temperature.

· Sanitize all coffee and fountain machines, roller grills, and all other machines and equipment that come into contact with hot foods and beverages.

Cash Handling

· Accurately conduct all cash, debit, credit transactions on cash register (POS).

· Preform simple math calculations.

· Make sure all money is dropped in the safe according to company policy and procedures.

Maintenance/Cleanliness Duties

· Maintain the outdoor equipment (pumps, water bucket and squeegees, paper towel dispenser).

· Removes and disposes of trash and debris outside/inside.

· Sweep and Mop floors.

· Clean station restrooms.

Miscellaneous

· Follows Shift Duties schedule for correlating shift.

· Check for valid identification for all credit card transactions and age restricted items (Lotto/Tobacco/Alcohol).

· Understands how the car wash operates and how to reset it if needed. (Only applicable for locations with car wash.)

· Performs all other duties assigned.

JOB QUALIFICATION REQUIREMENTS:

The incumbent must be able to work any shift, Sunday – Saturday to support the company’s business needs. He/she must be able to effectively communicate. The incumbent should demonstrate effective verbal communication skills and have excellent follow through.

Knowledge/Experience:

High school diploma or equivalent preferred. Basic aptitude and understanding of POS preferred. Some Customer Service experience is preferred. Excellent communication and interpersonal skills are required. Adaptability, multi-tasking and sound decision making abilities are required and essential to the success of this role. Computer proficiency is also required.

Software, Tools and Equipment:

You may be required to use and familiarize yourself with the following software, tools and equipment that are essential to the job: Computer w/ internet and e-mail capabilities, Microsoft Excel, step ladder, car wash, coffee brewer, fountain machine, cappuccino machine, convection oven, roller grill, and all chemicals associated with general maintenance and cleaning.

Other Requirements:

As a team member you will represent Hassan & Sons. While you are on the job, Hassan & Sons expects you to wear clothing and accessories that are appropriate in a professional business environment. If a uniform is required, you are expected to wear it. Refer to Hassan & Sons, Inc. Appearance & Image Guide for additional information.

PHYSICAL AND VISUAL ACTIVITIES:

Ability to perform numerous physical activities that require considerable use of your hands, arms and legs and moving your whole body, including prolonged or
repeated standing, walking, climbing, stooping, kneeling, crouching, and lifting of materials. Frequent lifting, grasping, and carrying materials and equipment up to 50 lbs. Proficient hand/eye dexterity is essential to operate cash register (POS) and to stock displays and coolers. Must be able to communicate well enough to receive instructions and provide information to others. Must be able to work inside and outside in all types of weather.

The above describe the physical and visual activities that are commonly associated with the performance of the essential functions of this job. “Commonly associated” is not intended to mean always or only. Reasonable accommodation will be provided as required by law to enable otherwise qualified employees with a known disability to perform the essential functions of the job.

WORKING ENVIRONMENT:

Gas station with food mart.