Shift Supervisor

Description

Summary
Cedar Band Travel Plaza is seeking Shift Supervisors. The Shift Supervisor is responsible for providing a higher level of customer service for all products and services, fulfill duties as the cash register (POS) specialist, and supervise the team of Customer Service Representatives. Shift Supervisors will additionally maintain Customer Service as per company standards, generate sales, housekeeping, merchandising, signing, pricing, cash register operations (POS) and loss prevention in adherence to all Company Policy/Store standards. The Shift Supervisor will handle and interact with customers in answering and addressing inquiries and resolving complaints, as well as maintaining high performance at a fast-pace for customer service productivity.

• 11 Paid Holidays per year
• Quarterly Performance Bonus Eligibility
• Paid Time Off (PTO)
• Full Comprehensive Benefits Eligibility

Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Ensure that each customer receives outstanding Customer Service. 
2. Maintain awareness of all product knowledge information, merchandise promotions, and advertisements for customers and supervised staff. 
3. Lead and assist in floor moves, merchandising, display maintenance and housekeeping. 
4. Guide and assist staff in processing and replenishing merchandise and participate in receiving and monitoring floor stock.
5. Adhere to all Company policies, procedures, and practices including signing, pricing, and loss prevention. 
6. Accurately and efficiently complete all sales transactions and maintain proper cash and media accountabilities at POS registers, as well as assist and instruct staff in POS register practices for accuracy.
7. Address customer inquiries, answer questions and resolve complaints.
8. Trains new employees in the company’s customer service policies, procedures, and best practices.
9. Manages a team of customer service representatives and ensures they comply with company guidelines, practices, policies, and procedures particular to customer service.
10. Ensures that customer service representatives are informed about changes to company products and services.
11. Collects information and prepare reports on customer complaints and inquiries.
12. Prepares knowledge-based documents such as summaries and responses to frequently asked questions as needed or directed by management.
13. Identifies opportunities to update or improve customer service procedures and makes suggestions to the Assistant Manager and General Manager.
14. Communicate customer and staff requests to management. 
15. Other duties as assigned by management. 

Requirements

Essential Physical Requirements: 

1. Ability to process information/merchandise through the computer system and POS register system. 
2. Ability to communicate with management, staff, and guests. 
3. Ability to read, count and write to accurately complete all documentation. 
4. Ability to freely access all areas of the store including selling floor, stock area, and register area. 
5. Ability to operate and use all equipment necessary to complete job duties. 
6. Ability to climb ladders. 
7. Ability to move or handle merchandise throughout the store generally weighing 0-50 pounds. 
8. Ability to work varied hours/days as business dictates.

Minimum Qualifications & Competencies

1. Able to work in a fast-paced environment and maintain productivity.
2. Working knowledge of the G-site POS system.
3. Detail-oriented with great organizational skills.
4. Powerful ability to multi-task and effectively manage time.
5. Extensive professionalism for customer service and client focus.
6. Strong service-oriented ability to resolve customer grievances.
7. Proficient problem solver and teamwork supporter.
8. Excellent verbal and written communicator with strong technical capacity.
9. Knowledge of, or ability to learn, products, services, and store operations.
10. Excellent management and supervisory skills.
11. Extensive knowledge of customer service procedures and principles.
12. Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
13. Ability to coach and mentor customer service representatives.
14. Must have a valid Drivers License.
15. Must be at least 21 years of age.
16. Must be able to pass a drug test and background check.

Supervisory Responsibility
Oversee and guide a small team of Customer Service Clerks, 2-5 individuals.

Work Environment
This job operates in a fast-paced retail/convenient store environment. This role routinely uses standard store equipment such as computers, phones, filing cabinets, inventory stocking, cleaning, organizing, and more.

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand and sit for prolonged periods of time; walk; use hands to finger, handle or feel; and reach with hands and arms; lift up to 50 pounds, carry stock and merchandise, and stoop/crouch.

Position Type/Expected Hours of Work
This is a full-time position, hours of work and days will vary according to business and store needs, working 5-days a week, mostly on swing or mid-day shifts.

Travel
No travel expected.

Required Education and Experience

1. High school diploma or equivalent.
2. At least 2-years of Customer service experience.

Preferred Education and Experience

1. Previous supervisor or management experience.
2. Experience with G-site POS system register.
3. Experience working in a gas station, convenience store, or other comparable stores.

Additional Eligibility Qualifications
None.

Work Authorization/Security Clearance
Must be authorized to legally work within the United States of America.

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.