Lead Associate

Position: Lead Customer Service Associate
Reports to: Store Manager/Assistant Manager

Purpose of Position: To provide excellent customer service 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. In the absence of the Store Manager and Assistant Manager, the Lead Customer Service Associate will be the person of responsibility providing support and leadership. The Lead will direct CSA's on assigned tasks required, follow up and provide feedback.

1. Availability: Must be available to work various shifts including evenings and weekends as required by Store Management in order to provide exceptional customer service.


2. Driving on Company Business: Consistently maintain and provide a current valid driver's license and proof of insurance on a vehicle you will be using to drive for company purposes including but not limited to: banking, gas surveys, or other company duties as directed by the Manager. To be considered for, or remain in the Lead Customer Service Associate position, you must have the items required above in addition to a signed “Statement of Understanding” recognizing that you are aware of said requirements.

3. Safety: Actively practice and enforce 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 an Incident Report is immediately and properly filled out then communicated with Store Management.

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.

Immediately address any employee who is not 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 violation of company Policy.

Develop and maintain a professional image as a member of the company management team, 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.

Ensure all decisions regarding employees, company issues, Guest Service, laws, rules, regulations and safety are made from an objective analysis of the situation and the stated position of the Company.

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. Ensure the office is neat, clean, organized and all confidential information is secured at all times. Maintain all island supplies and keep debris out of customers view with trash being emptied every shift.

As Lead 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.

Assist Store Management by training and retraining store level employees in a manner consistent with Par Mar Goals, Policies, Procedures and Image.

Train and direct employees in utilizing and maintaining the “Manager's Redbook” that controls daily shift functions and acts as communication tool for all employees. Utilize the “Manager's Redbook” according to company policy.

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, promote and enforce 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 the 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. Enforce and report any Policy discrepancies to Store Management.

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. Enforce and report any Policy discrepancies to Store Management.

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.

Assist Store Management by completing Full Cigarette/Tobacco/Lottery Counts. A minimum of five Scan counts to be completed each week.

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.