Lead Customer Service Representative

1536 N Val Vista Dr, Gilbert, AZ 85234, USA

JOB TITLE:

Lead Customer Service Representative

FLSA STATUS:

Non-Exempt

JOB STATUS:

Full Time or Part Time

LOCATION:

Site

REPORTS TO:

Store Manager or Assistant Store Manager (varies based on business needs)

DIRECT/ INDIRECT REPORTS:

None

EFFECTIVE DATE:

6/1/2025

The Lead Customer Service Representative (Lead CSR) serves as a senior team member on the convenience store front-line team. While this role does not have formal supervisory responsibilities, it acts as a go-to resource for fellow CSRs. Lead CSR helps to uphold operational and service standards, supports training of new hires, and takes initiative to resolve customer concerns and maintain store readiness.

This role is ideal for individuals who excel in customer service, demonstrate reliability and initiative and are ready to take on additional responsibility as a steppingstone toward leadership opportunities within Spotless Brands’ convenience store network.

Customer Interaction & Front-End Operations

• Provide prompt, courteous, and top-tier customer service to all guests
• Serve as the escalation point for customer concerns when managers are not present
• Assist with resolving issues efficiently while maintaining professionalism
• Assist customers with refunds as needed, ensuring a smooth, professional resolution in accordance with store policies and procedures
• Lead by example in maintaining a welcoming, positive customer-facing environment

Cash Handling & Transactions

• Accurately process transactions using point-of-sale (POS) system (cash, credit, mobile, lottery, fuel)
• Perform opening and closing register procedures as assigned
• Ensure compliance with alcohol, tobacco, and age-restricted sales regulations
• Ensure compliance with all state and federal lottery regulations, oversee lottery ticket sales, maintain accurate records of transactions, and train team members on proper lottery procedures to maximize efficiency and customer satisfaction
• Monitor transaction accuracy and adherence to case handling protocols

Store Standards & Merchandising

• Help monitor inventory levels and restock shelves, coolers, and displays as needed
• Ensure store appearance and cleanliness is always maintained
• Assists with cleanliness and maintenance tasks, including restroom cleaning, trash removal, dumpster cleaning, and pump area upkeep, to maintain a sanitary and customer-ready environment
• Performs duties as assigned, including operational and cleaning tasks that support site, shop, or store upkeep
• Receive and organize vendor deliveries in accordance with company standards; take charge of maintaining strong relationships with vendors
• Support the training and onboarding of new CSRs by modeling excellent service and operational practices
• Perform other duties as assigned to support the team and the needs of the business

• High School Diploma or equivalent preferred, not required
• Minimum of 6 months’ experience in a convenience store, retail, or similar customer service environment preferred
• Proven track record of reliability and strong performance as a CSR or similar role
• Minimum of 18 years of age required due to equipment and/ or fuel handling responsibilities (where applicable)
• Must meet all required certification and regulatory compliance standards applicable to the role, as defined by federal, state, and local laws (e.g., fuel handling, food safety, alcohol/ tobacco sales, environmental safety, OSHA requirements), where applicable
• Ability to pass any legally required certifications for selling restricted items
• Must be able to successfully pass a background check in accordance with company policies and applicable laws

Knowledge

• Solid understanding of convenience store operations, POS systems, and cash handling
• Familiarity with state and federal laws related to restricted product sales
• Knowledge of safety and sanitation standards in a retail environment

Skills

• Strong customer service and interpersonal communication skills
• Dependability and ability to take initiative without constant supervision
• Ability to solve problems and manage minor escalations…