Service Operations Assistant - Full-time / Part-time

PURPOSE:
Provide excellent customer service ensuring that all customers receive fast, friendly, accurate checkout service by passionately implementing the spirit of customer first, second to none. Responsible for completing the daily reconciliation funds handling and other recording and balancing functions. Provide accurate records of store sales and related transactions while supporting store sales and overall operating plan.

DUTIES AND RESPONSIBILITIES:
• Assist with direction and supervision of Front-End operations, monitor and direct customer traffic flow, coverage of checkout lanes, cleanliness and appearance of Front-End physical area (including the area from the end caps through the parking lot). Directs Front-End activities regarding the productivity, ensure compliance of company policies and front end procedures (i.e., scan accuracy, WIC, restricted sales, dress standards, check acceptance, etc.)
• May Complete all phases of the reconciliation process as directed by the Service Operations Manager including balancing the safe and registers, and entering and balancing all sales and cash transactions. May Perform bookkeeping duties including: running totals on all tills, preparing and proofing daily deposit slips, completing all front-end forms, balancing Accounts Receivable, and mailing statements. Print and file sales to sales book. Reports daily and/or weekly sales information to the Division Office.
• May perform miscellaneous administrative duties such as ordering money orders, bus passes, lottery, gift certificates/cards, postage and change (if applicable). Balancing of money orders, money transfers, gift certificates and lottery, and maintains control logs. Answers and responds to incoming calls appropriately.
• Handle and assist with accountability for cash flow requirements including: safe transactions, issues and pickups, tills, approving checks and refunds, and monitoring checker fund handling procedures. Ensure scanning file problems are corrected in a timely manner.
• May review and write off checks and maintain reconciliation ledgers of returned checks, write-offs and check collection in the check authorization system. Correspond with banks and customers via phone or mail regarding returned checks.
• Ensure scanning file problems are corrected in a timely manner and Front-End equipment is operational. Implement emergency procedures in the event of computer equipment malfunctions.
• May serve as liaison between Payroll administration and store. Review, audit and file employee time cards or computer reports. Input payroll corrections, set up new associate files, monitor and input associate information such as rate of pay, transfers, vacation, sick time and other personal benefits. Maintain all Time & Attendance reports. Prepare weekly payroll worksheets or computer reports. Coordinate and track leave paperwork, including leave of absences, reinstatements, termination forms etc.
• Informs Store Director and Service Operations Manager of problems including returned checks, cash variances, refund and till balance irregularities.
• In the absence of the Service Operations Manager, use the scheduling tools provided to create and communicate schedules to meet the customers’ needs (Forecaster, VLM, and 13-week planner, planning grid).
• Serve as an overflow cashier as necessary.
• Perform other necessary and required duties.

PEOPLE RESPONSIBILITIES:
• Encourage and maintain awareness in store associates of the importance of service first, second to none by offering fast, friendly accurate customer service at all times of the day. Interact with customers to improve their experience in our stores.

SCOPE DATA:
• Performs periodic cashier and courtesy clerk performance appraisals and testing to realize true productivity gains through individual performance feedback. May counsel cashiers and courtesy clerks as directed by the Service Operations Manager. Recommends personnel action such as hiring, termination, layoff and disciplinary action.
• Provide guidance and assistance to Customer Service Center clerks.
• Assist with the coordination and implementation of Front-End programs. Assists with monitoring usage, and ordering of front-end supplies. Ensure Front-End compliance with Company dress standards, sanitation, safety, security and other policies.
• In the absence of the Service Operations Manager attends and participates in all store department head meetings and department manager activities.
• In the absence of the Service Operations Manager may assist with interviewing and hiring of Cashiers, Courtesy Clerks, and Scan. Works with Personnel Coordinator to ensure Front-End orientation. Supervises training of Cashiers, Courtesy Clerks, Scan, and Service Supervisor.

JOB REQUIREMENTS:
• Possess a thorough knowledge of Front-End work methods and scanning procedures. Know company policies and procedures, record and verify procedures relating to protection of store funds. Must be able to effectively operate, and train others in the operation of Front-End cash registers, and/or scanning equipment.
• Requires the ability to judge and react to business activity by handling administrative details such as planning, reporting and meeting operating objectives.
• Requires knowledge of one and two-step math calculations (i.e. addition, subtraction, and percent calculations).
• Requires good written and verbal communication skills, leadership skills, and posses the ability to develop people while demonstrating an understanding of Company Core Values reflected in personal and professional conduct.
• Ability to be friendly, courteous, professional and maintain composure in dealing with customers and co-workers as well as concentrate and deal with interruptions, work independently, and take initiative.
• Maintain confidentiality concerning associates, store sales, and Company information. Perform all job duties and responsibilities with honesty and integrity.
• Prefer a minimum of six months experience in Front End Supervision

PHYSICAL ENVIRONMENT:
• Most work is performed in a temperature-controlled office environment.
• May sit for long periods of time at desk or computer terminal.
• May use calculators, keyboards, telephone, and other office equipment in the course of normal workday.
• Stooping, bending, twisting, and reaching may be required in completion of job duties.