Customer Service Associate

Position: Customer Service Associate

Reports to: Store Manager/Assistant Manager/Lead CSA

Purpose of Position: To serve Guest needs and wants at all times in a manner which exceeds Company Goals and Expectations of Total Quality Service to our Guests. Assist Store Management in day-to-day store operations and completion of paperwork when necessary.

1. Availability: Consistently follow the daily work schedule by reporting prepared and ready to work at the scheduled time as per company procedures.

2. Driving on Company Business: Any employee driving their personal vehicle for company business must consistently maintain and provide a current valid driver’s license and proof of insurance in addition to a signed “Statement of Understanding†recognizing that you are aware of said requirements. Any employee not having these current documents on file will not drive for Par Mar business under any circumstances.

3. Safety: Actively practice all safety measures to ensure a safe work environment is maintained in a manner which protects company assets, employees and Guests.

In the event of an employee or guest injury, ensure that Store Management is notified immediately and an Incident Report is properly filled out.

4. Guests: Greet and Welcome each Guest to Par Mar with the proper greeting: Good (morning, afternoon or evening), Welcome to Par Mar. Acknowledge a Guest leaving the store by using an exit statement such as: “Thank you, please come again, have a nice day.†Set the example and ensure that fellow employees are doing the same.

Ensure a high standard of Guest satisfaction is maintained at all times through prompt, courteous and knowledgeable service in all areas of the store, not exclusive to the check-out area.

Respond quickly with courtesy and professionalism when resolving guest complaints on your shift. Report any customer dissatisfaction with Store Management.

5. Image: Maintain a Store Atmosphere which is consistent with the Company Standards for Professionalism, Image and Total Quality Guest Service, Above and Beyond.

Always appear for work in proper dress code, including but not limited to: name badge, proper attire, apron, gloves, hat, footwear, Jewelry (facial or otherwise per Brand) or general appearance in keeping with company Policy

Develop and maintain a professional image supporting the Company Image, in actions and words at all times.

Display a consistent team-oriented demeanor at all times by maintaining clear channels of communications open with Store Management, fellow co-workers, employees and Guests in compliance with Company policies.

Store Exterior: Maintain a clean and attractive exterior of the store location by consistently wiping down dispensers, removing excessive signage from windows, cleaning windows, keeping counter areas which can be viewed from the outside neat and orderly and sweeping the lot on a daily basis.

Store Interior: Maintain the interior of the store in a clean and attractive manner, daily by completing all tasks on the shift duty checklist. Maintain all island supplies and keep debris out of customers view with trash being emptied every shift.

As a Customer Service Associate, ensure that all cleaning/maintenance tasks assigned by Store Management are completed by end of shift.

6. Training: Maintain and increase personal knowledge base by completing approved online and other available training applicable to this position and the company direction.

7. Compliance: Ensure compliance with all laws pertaining to compliance with applicable rules, regulations and necessary controls, including but not limited to: lottery, alcohol, tobacco, health, fuel regulations, etc.

Follow and promote the Company Policies and Procedures at all times in a manner which supports the Company Mission Statement and Image Standards. Report any Policy discrepancies to Store Management.

Smoking: Smoking any form of tobacco product is prohibited in Par Mar Stores including in front of ANY Par Mar Store entrance. It is not permitted according to Local, State and Federal Laws and Regulations.

Alcohol: It is the policy of Par Mar Stores to support its employees in complying with all federal, state and local laws and regulations regarding the sale and use of alcoholic beverages.

8. Loss Prevention: Effectively control loss prevention by following company policies and procedures and practice honesty in the workplace at all times and reporting all dishonest findings to Store Management.

When instructed, assist Store Management by completing Full Cigarette/Smokeless/Lottery Counts. Scan counts are to be completed per Policy.

When instructed, complete assigned paperwork in an accurate, neat and timely manner which exhibits a high level of expertise. Have full knowledge and be accurate and punctual with daily paperwork and bank deposits. Assist Store Management by looking for discrepancies by observing loss trends utilizing reports and viewing video.

Ensure the accurate handling of company assets, including but not limited to: cash over/shorts, inventory shrink, merchandise handing, store profitability, minimizing controllable store expenses and Guest service in accordance with Company Standards. Report all dishonest findings to the Store Management.

9. Par Mar Store Promotions: Support and promote with all employees Par Mar Stores Special Promotions, Events, Facebook and branded Fuel Promotions at store level. Promote good will on behalf of Par Mar Stores by attending community events including any Loyalty Program set by the Company.

10. Food Service: Maintain an attractive image in the food service area and ensure accurate handling of the Food Service Department including but not limited to: preparation, inventory, Guest Service, training, brand standards and providing the quality of food in accordance with Company Standards.

Comply with State, Local and Federal laws and regulations of the governing Health Department. Secure a food handlers card where applicable by the State when prepared foods are present.

11. Receiving Merchandise: Properly receive all merchandise and accurately complete all invoices pertaining to the merchandise in a manner which maximizes inventory control as stated in the Company Standards. Assist Store Management by ensuring merchandise received matches invoices.

12. Vendor Procedures: Ensure proper vendor procedures are followed at all times to protect Company assets and merchandise the store in a manner which will supports Company Guest satisfaction policies and Image Standards. Verify that the merchandise matches invoices.