Guest Service Representative

Every full-time customer Service Representative is responsible for the proper and efficient operation of his or her shift, within company policy, in such a manner as to ensure that the shift contributes to the profitability of the store.

Team Member Mission

Every customer comes to our store for goods and services. Some customers buy at our store out of necessity. Some customers buy at our store to enhance their day. The CSR Mission is to do everything possible to enhance the customer's day. It could be as simple as a quick in-and-out transaction of getting his or her car fueled up without any issues; or getting that perfect, ice cold fountain drink to quench one's thirst.

Team Member Expectations

• Arrives to work with professional appearance in an approved clean, wrinkle-free uniform with name tag. This includes but not limited to:
• Uniform pants must be plain, generic BLACK long pants without any decorations. Jeans, shorts, yoga pants, sweatpants, and parachute pants are not acceptable. Sagging or low rise pants that reveal skin or underwear are not acceptable.
• Footwear worn on duty must be BLACK, closed-toe shoes with a non-slip sole.
• Men must have shirts tucked in at all times. Ladies, who wear the ladies style shirt, do not have to tuck in their shirt. If the ladies ordered a Men's style shirt, they must have their shirts tucked in at all times.
• Well-groomed with hair neat, clean, and styled in a manner conforming to generally accepted professional business standards.
• Polo style uniform shirts should be buttoned to the 2nd button from the top.
• Good personal hygiene.
• No visible tattoos. If tattoos are visible, you will be responsible for purchasing a white tattoo sleeve to wear while at work.
• Limit jewelry to rings, watches, and not more than two-stud type earrings in the lower part of the ear provided they do not create a safety hazard; exceptions are medic alert bracelets. Body piercing jewelry or objects, other than earrings worn in the ear, may not be worn while on duty. This includes but not limited to the prohibition of tongue rings, nose rings, lip rings, and eyebrow rings. No ear stretchers (gauges) should be worn. For safety reasons, jewelry should be worn in moderation.
• Limit facial hair to short, neatly trimmed mustaches and beards. The initial growth of a mustache or beard is unprofessional in appearance and is not allowed during employment with Clipper Petroleum.
• Length of fingernails should be manicured to a generally accepted lengths by gender.
• SM and/or TM can make judgement on what is deemed "professional appearance."
• Arrives to the scheduled shift on time. If you need to use the restroom, put personal food in the cooler, get something out of your car, etc., those non-work related activities should be done before your shift starts and before you clock in.
• Acknowledge and interact with every customer in a positive manner.
• Display a friendly, upbeat attitude.
• Does everything possible to create a professional atmosphere in the store.
• Use of proper language (no cussing)
• Family and friends should not be lingering at the store while you are on duty.
• No use of cell phones during your shift.
• There should never be any "down" time. There is always an opportunity to clean or merchandise to make the store look great.
• Closes every transaction with "I hope you have a great day/night!"
• If the customer states "thank you," the team member closing remark is "You are most welcome."
• Be respectful, polite, and humble.
• Treat others the way you want to be treated.
• No "drama" in the store!
• CSR will never argue with a customer.
• CSR team members will not argue with one another in public view.
• Parks his or her car in designated team member parking spaces and not park in a prime parking spaces.
• Safety should never be compromised. Do not take any unnecessary risks or shortcuts.
• Do everything possible to assist our customers with their purchases.
• Try to create a "WOW!"
• Take ownership of any customer complaints. Avoid the line all customers hate, "I need to have the manager get with you or call you when she gets in."
• Full-time team members: Willing to be a team player and accommodate needs for any shifts with a positive attitude and work overtime if necessary.

Team Member Primary Duties and Responsibilities

• Performs all tasks in a safe manner. Always uses the safety materials and equipment provided (i.e. gloves, safety vest, etc.)
• Ensure that each customer receives prompt and courteous service providing a customer friendly environment which includes greeting and acknowledging every customer, maintaining outstanding store conditions, solid product knowledge and all other components of customer service.
• Promotes sales of all items sold in the store or restaurant.
• Use plus-selling techniques (e.g. Suggestive Selling). Know at least 3 promotions to suggest at all times.
• Understands and promotes all monthly specials and discount programs (e.g. 3-pack specials).
• Understands and follows all sales policies and procedures on ALL restricted sales items (e.g. tobacco sales and alcohol sales).
• Scans/rings all sales and receives proper payment for sales.
• Assures proper sale and accounting for money orders and gift cards during shift.
• Keeps accurate cash controls, and is accountable for all cash variances.
• Use correct pricing as listed in the price book or grocery catalog for all merchandise.
• Stays familiar with the Company Price Book, Team Member Handbook, and bulletins.
• Follows all policy and procedures in the Team Member Handbook.
• Shares the responsibility for controlling store inventory.
• Accurately posts markups and markdowns, store use of merchandise, voids, and bad-merchandise write-offs, within company policy.
• Maintains adequate amounts of fresh coffee, ensures fountain and fast food area is well stocked and clean.
• Stocks and maintains store shelves, displays, coolers, and freezer.
• Maintains excellent store conditions and overall property conditions by cleaning and performing general housekeeping duties such as cleaning bathrooms, sweeping, mopping and dusting of store.
• Cleans windows and gas pumps to ensure they remain clean at all times.
• Assists the Store Manager to maintain a store inspection grade of 95% or above on all mystery shops.
• Operate store-related equipment utilized in the performance of job duties including a security system, cash register system, gas console, money order machine, EBT machine, lottery machine, manual and electrical credit card machines.
• Follows company policy with regard to safe security and excessive cash in registers, as directed by Store Manager.
• Completes a shift change report at the end of shift, as directed by Store Manager.
• Ensures Store Manager/Assistant Manager is made aware of all sales cash or operating discrepancies.
• Follows the work schedule as posted, unless a change in schedule is arranged with Store Manager.
• Properly clocks in and out for all hours worked on the computer system, and signs verifying all hours worked.
• Immediately advises Store Manager/Assistant Manager of any maintenance problems.
• Immediately advises Store Manager of any team member or customer accident.
• Performs specific tasks as assigned by the Store Manager.
• Adheres to all city, county, state and federal regulations.
• Adheres to the cell phone policy and understands that CSR team members are prohibited from bringing personal cell phones into the stores while on duty.
• Adheres to the smoking policy and smokes only in designated areas at the store.
• Adheres to the parking policy and parks only in designated team member parking spaces as determined by the Store Manager and Territory Manager.
• High school diploma or GED is preferred and any equivalent combination of training and experience which proves the required knowledge, skills and abilities is preferred.

Skills/Knowledge/Abilities

Good interpersonal skills. Detail oriented to ensure accuracy of work.

Working Conditions

Convenience store environment with some exposure to discomforting conditions, including hot and cold temperatures, humidity, and noise from cooling units. Physical demands are moderately heavy, limited to lifting/carrying up to 50 pounds and occasionally climbing of ladders. Will be on your feet throughout the entire shift.

Disclaimer Statement

The list of Job Specifications and Duties/Responsibilities is not exhaustive but is merely the most accurate list for the current job. Management reserves the right to revise the job description and to require tasks be performed when the circumstances of the job change (for example, emergencies, personnel, workload or technical development.)