Lead Customer Service Representative

Position SummaryUnder the direction of the Store Manager, the Lead Customer Service Representative (Lead CSR) supports and oversees daily store operations while assisting in training, guiding, and supervising Customer Service Representatives (CSRs). This position plays a key leadership role in ensuring superior customer service, operational efficiency, and adherence to company policies and safety standards.

The Lead CSR acts as a shift leader, providing on-the-job support, maintaining a clean and customer-friendly environment, and fostering a positive, team-oriented workplace. This role ensures consistent performance across all operational, service, and compliance areas.

Responsibilities and Duties:

Leadership & SupervisionServe as the primary point of contact for Customer Service Representatives during assigned shiftsProvide ongoing coaching, mentorship, and performance feedback to store employeesEnsure all team members adhere to company policies, cash handling procedures, and safety protocolsLead by example through professionalism, teamwork, and outstanding customer serviceCommunicate shift updates, operational issues, and employee concerns to management promptlyAssist with scheduling, coverage coordination, and onboarding of new employeesCustomer Service Excellence Model and reinforce the companys Four Steps of Customer Service with every customer interactionHandle complex customer inquiries and resolve escalated concerns professionally and efficientlyMaintain full awareness of current promotions and communicate them effectively to customersConduct regular floor checks to ensure a clean, safe, and customer-focused store environmentCash Management & ReportingOversee daily register operations, including drawer balancing and safe dropsConduct shift change cash counts and ensure all transactions are accurate and compliant with policyMonitor adherence to POS and cash control proceduresPrepare daily reports and communicate any discrepancies to management immediatelyStore Operations & MerchandisingSupervise restocking, product rotation, and merchandising activitiesEnsure displays, signage, and promotional materials are accurate and visually appealingVerify product pricing and remove expired or damaged items promptlyAssist with vendor deliveries, inventory checks, and order preparation as required Health, Safety & MaintenanceEnforce compliance with safety, sanitation, and cleanliness standards for all employeesEnsure proper food handling and equipment cleaning procedures are consistently followedSupport and communicate emergency response procedures and monitor readiness of safety equipmentConduct routine store inspections and report maintenance needs to managementEducation and Work ExperienceHigh school diploma or equivalent requiredMinimum 12 years of experience as a Customer Service Representative or equivalent retail position; prior shift lead or supervisory experience preferredStrong understanding of retail operations, POS systems, and customer service best practicesCPR/First Aid certification preferredSkill SetStrong leadership and team development skillsExcellent communication, problem-solving, and conflict resolution abilitiesAbility to train, motivate, and inspire team membersEffective time management and decision-making skills in a fast-paced environmentAdaptability to changing priorities while maintaining focus on service excellenceProficiency in Microsoft Office Suite, email, and POS systemsPhysical Demands and Work Environment The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Frequent standing, walking, bending, and lifting up to 50 lbs.

Ability to perform physical activities related to stocking, cleaning, and cashiering.

Work may be performed both indoors and outdoors, with exposure to varying weather conditions.

Flexible availability, including evenings, weekends, and holidays, based on business needs.

Note:

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills aptitudes and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills or abilities. This document does not create an employment contract, implied or otherwise, other than an at will relationship.