Lead Customer Service Representative
Cobblestone Auto Spa|Car Wash, Scottsdale, AZ, United States
Lead Customer Service Representative
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
Education and Experience
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)
This position requires 18 years of age or older to comply with Arizona State Alcohol and Tobacco sells requirements.
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, Skills, and Abilities
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 confidently
Attention to detail with high transaction accuracy
Abilities
Ability to lead by example and serve as a role model to peers
Comfortable working independently and making decisions within established guidelines
Ability to work flexible hours, including evenings, weekends, and holidays
Able to stand for extended periods of time and lift and carry up to 50 pounds as needed for stocking or receiving shipments
Willingness to work as part of a team and adapt to changing priorities
Physical Requirements
Ability to walk, stand, and move through store
Ability to stoop, crouch, bend frequently, and constantly using fingers, hands, and arms including occasional ascending and descending a ladder
Ability to twist, carry, reach, push, and pull frequently
Ability to lift and carry 50 pounds without assistance for work-related materials
Ability to work on your feet in a fast-paced, physically active environment
Must be able to work in an environment with varying noise levels, including loud sounds from machinery, tools, or high-traffic areas
Use of personal protective equipment (gloves, eyewear, etc.) as required
Flexibility to work non-traditional hours, including evenings and weekends, as business needs or emergencies arise
This job description in no way states or implies that these are the only duties to be performed by the employee(s) in this position. Employee(s) 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 job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. The requirements listed in this document are the minimum levels of knowledge, skills, and abilities.
Spotless Brands and its subsidiaries comply with federal and state disability laws and make reasonable accommodation for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or recruitment process, please contact the Human Resources department and identify the type of accommodation or assistance you are requesting.
Spotless Brands and its affiliate brands are Equal Employment Opportunity (EEO) employers. Spotless Brands invites all qualified interested applicants to apply for career opportunities. It is the policy of the company to provide equal opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran, disabled status or any other protected group status as defined by and subject to applicable federal, state and local laws. We use E-Verify to check employment eligibility: https://www.everify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf and https://www.e-verify.gov/sites/default/files/everify/posters/IER_RightToWorkPoster%20Eng_Es.pdf
Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
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
Education and Experience
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)
This position requires 18 years of age or older to comply with Arizona State Alcohol and Tobacco sells requirements.
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, Skills, and Abilities
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 confidently
Attention to detail with high transaction accuracy
Abilities
Ability to lead by example and serve as a role model to peers
Comfortable working independently and making decisions within established guidelines
Ability to work flexible hours, including evenings, weekends, and holidays
Able to stand for extended periods of time and lift and carry up to 50 pounds as needed for stocking or receiving shipments
Willingness to work as part of a team and adapt to changing priorities
Physical Requirements
Ability to walk, stand, and move through store
Ability to stoop, crouch, bend frequently, and constantly using fingers, hands, and arms including occasional ascending and descending a ladder
Ability to twist, carry, reach, push, and pull frequently
Ability to lift and carry 50 pounds without assistance for work-related materials
Ability to work on your feet in a fast-paced, physically active environment
Must be able to work in an environment with varying noise levels, including loud sounds from machinery, tools, or high-traffic areas
Use of personal protective equipment (gloves, eyewear, etc.) as required
Flexibility to work non-traditional hours, including evenings and weekends, as business needs or emergencies arise
This job description in no way states or implies that these are the only duties to be performed by the employee(s) in this position. Employee(s) 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 job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. The requirements listed in this document are the minimum levels of knowledge, skills, and abilities.
Spotless Brands and its subsidiaries comply with federal and state disability laws and make reasonable accommodation for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or recruitment process, please contact the Human Resources department and identify the type of accommodation or assistance you are requesting.
Spotless Brands and its affiliate brands are Equal Employment Opportunity (EEO) employers. Spotless Brands invites all qualified interested applicants to apply for career opportunities. It is the policy of the company to provide equal opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran, disabled status or any other protected group status as defined by and subject to applicable federal, state and local laws. We use E-Verify to check employment eligibility: https://www.everify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf and https://www.e-verify.gov/sites/default/files/everify/posters/IER_RightToWorkPoster%20Eng_Es.pdf
Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.