Customer Service Representative - Overnight

JOB TITLE:

Customer Service Representative

FLSA STATUS:

Non-Exempt

JOB STATUS:

Full Time or Part Time

LOCATION:

Site

REPORTS TO:

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

DIRECT/ INDIRECT REPORTS:

None

EFFECTIVE DATE:

6/1/2025

Position Overview

The Customer Service Representative (CSR) is the face of our convenience store operations, responsible for delivering prompt, courteous, and top-tier service to every customer. This role interacts directly with guests both in person and via telephone, tendering transactions, resolving inquiries, addressing complaints, and promoting store products and promotions. CSRs are expected to maintain a clean, organized environment while ensuring compliance with all safety, legal, and operational policies. Ideal candidates will thrive in fast-paced retail settings, bring a positive attitude to every shift, and take pride in delivering exceptional customer experiences.

 

Essential Functions (Other Duties as Assigned)

 

Customer Interaction & Service

• Greet and assist customers in a friendly, professional, and timely manner
• Provide information about store products, services, and promotions
• Answer customer questions and resolve issues or complaints quickly and efficiently
• Communicate effectively with team members and store leadership to ensure smooth operations

Cash Handling & Transactions

• Accurately tender cash, credit, debit, and mobile transactions using point-of-sale (POS) system
• Follow all cash handling procedures including reconciliation and shift balancing
• Comply with all legal requirements regarding the sale of restricted items such as alcohol, tobacco, fuel, and lottery (where applicable)

Sales & Promotions

• Engage in suggestive selling and upselling of products and services
• Discuss and promote current promotions and membership or loyalty programs to customers

Store Operations & Merchandising

• Restock shelves and coolers, fill product holes, and maintain front-facing and stocked displays
• Receive and organize vendor shipments in a timely and accurate manger
• Maintain cleanliness standards for the store including counters, floors, restrooms, and customer areas
• 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
• Follow all company dress code, attendance, and operational policies
• Perform all duties in strict adherence to regulatory requirements, including fuel handling, food safety, alcohol and tobacco sales, lottery sales, environmental safety and OSHA standards to ensure a safe and compliant store operation

 

Knowledge, Skills and Abilities

 

Knowledge

• Basic understanding of retail and/ or convenience store operations
• Familiarity with POS systems, cash handling, and product placement
• Awareness of safety, sanitation, and legal requirements related to sales and store cleanliness

Skills

• Excellent customer service and communication skills
• Attention to detail and strong accuracy in cash handling
• Ability to manage multiple tasks in a fast-paced environment
• Dependable, punctual, and self-motivated

Abilities

• Ability to stand and remain active for extended periods
• Ability to work flexible hours, including evenings, weekends, and holidays
• Able to 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

 

Education and Experience

• High School Diploma or equivalent preferred, not required
• Previous experience in customer service or retail preferred
• 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
• Mus