Job Description

JOB DESCRIPTION: CUSTOMER SERVICE REPRESENTATIVE (“CSR”)PART-TIME or FULL-TIME Reports to: Store Manager

Summary: The CSR provides excellent customer service while consistently following Freedom policies and procedures. The CSR is well-trained on all equipment and can effectively handle all consumer transactions, except those limited to managers only.

Essential Job Functions:

• Provide excellent customer service modeling the G.U.E.S.T. (Greet, Understand, Eye Contact, Speedy Service, Thank You) approach
• Handle customer complaints professionally
• Use suggestive selling techniques
• Promote the Loyalty Program
• Promote the CITGO Mobile App
• Operate cash register efficiently and correctly
• Operate lottery and lotto machines and all other point-of-sale equipment effectively and efficiently
• Follow check cashing guidelines and credit/debit policies
• Follow all company mandates and all laws governing alcohol and tobacco sales
• Practice shoplifting prevention
• Follow all company safety and security policies
• Prepare shift reports and other reports required to close shift
• Properly handle cash and safe drops
• Control inventory shortages
• Conduct accurate cigarette counts
• Prepare Accident/Incident reports and follow proper reporting requirements
• Move with determination and purpose when completing tasks
• Practice team work and assist with training new employees.
• Work flexible hours
• Clean shelves, drives, dispensers, rest rooms, floors, merchandise, machines, windows, refrigerators, counter tops, equipment, sinks, toilets and other designated items
• Build and take down displays
• Empty inside and outside trash cans
• Sweep the interior and exterior of the store
• Mop floors and vacuum carpeted areas/rugs
• Wash coffee pots, doughnut merchandisers and other designated items
• Stock rest rooms, windshield washing supplies, shelves, cups, lids, straws, and other items as required
• Prevent drive offs
• Check in/out vendors properly according to company policy
• Attend and participate in mandatory staff meetings
• Report to work on time and in proper uniform with name tag on
• Front shelves and rotate stock
• Successfully promote the CITGO brand to consumers

Supervisory Responsibilities: None

Qualifications: To perform this job successfully, a CSR must be able to perform each essential duty consistently and satisfactorily.

Education and/or Experience: High school diploma or GED is preferred or equivalent experience.

Language Skills: The CSR must be able to read and interpret documents such as the Employee Handbook, operating instructions, pre-printed forms and other written material as part of the job. The employee must be able to write routine reports using proper English and grammar and have the ability to speak effectively and professionally to owners, Supervisors, customers and co-workers.

Mathematical Skills: The CSR must be able to add, subtract, multiply and divide in all units of measure using whole numbers, common fractions and decimals.

Reasoning Ability: The CSR must have the ability to apply common sense understanding to carry out instructions given orally, in writing, or in diagram form. Also, the CSR must be able to use common sense in defining problems and creating resolutions to solve those problems.

Physical Demands: The CSR is regularly required to stand and walk for his/her entire shift. Occasionally, CSRs are required to climb or balance on a ladder or step stool; stoop, kneel, crouch, kneel, bend, lean and lift and/or move up to 50 pounds.

The CSR must be able to withstand temperature changes while stocking the walk-in coolers or freezer units and cleaning the drive during summer and winter months.

CSR is occasionally exposed to gasoline vapors.

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