Lead Customer Service Representative

Job description

JOB TITLE: Lead Customer Service Representative FLSA STATUS: Non-Exempt JOB STATUS: Full Time or Part Time LOCATION: Site REPORTS TO: Store Manager or Assistant Store Manager (varies based on business needs) DIRECT/ INDIRECT REPORTS: None EFFECTIVE DATE: 6/1/2025 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. Essential Functions (Other Duties as Assigned) 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 resol...