Job Description

Job Title: Customer Service Representative (CSR)

Department: Operations

Reports To: Store Management

Exemption Status (FLSA): Non-Exempt

Job Summary: The Customer Service Representative (CSR) delivers exceptional customer service to both customers and team members while supporting sales growth, operational efficiency, and safety standards. The CSR consistently represents truenorth's brand by providing fast, friendly, and clean service inside and outside the store, ensuring a positive customer experience at every interaction.

Essential Functions:

• Provide prompt, courteous customer service in accordance with company standards
• Accurately process customer transactions using point-of-sale systems
• Maintain a clean, safe, and organized store environment
• Perform assigned food service tasks following food safety and sanitation requirements, as applicable
• Perform interior and exterior store duties necessary to support daily operations

Key Responsibilities:

Customer Service

• Assist customers and provide product or service recommendations
• Greet and acknowledge every customer to create a welcoming environment
• Communicate customer feedback, concerns, and complaints to management
• Monitor store activity and report suspicious behavior or incidents

Sales and Cash Handling

• Promote customer loyalty and enroll customers in the rewards program
• Stay informed on current promotions, advertised products, and sales
• Upsell by recommending complementary or similar items
• Accurately process transactions using the POS system while following cash-handling and loss prevention procedures
• Ensure all items are scanned, paid for, and secured, especially high-risk merchandise
• Verify ID and comply with age-restricted sales laws and policies
• Ensure accurate pricing, labeling, and promotional updates
• Explain car wash programs and assist with traffic flow during peak times if applicable

Store Cleanliness and Appearance

Interior:

• Maintain clean, sanitary, and well-stocked restrooms, food service stations, and customer spaces
• Empty interior trash receptacles and keep register area clean, neat, and organized
• Respond to spills and maintain clean organized cooler and storage areas
• Ensure floors, displays, and merchandise are organized and maintained according to merchandising standards and planograms

Exterior:

• Maintain the cleanliness, safety, and overall appearance of the exterior area, including parking lot, fueling areas, entrances, and dumpster areas
• Ensure safety by shoveling and salting walkways, pump areas, and car wash entrance/exit if applicable and notifying management of any lighting issues
• Maintain fuel station and dispenser areas by cleaning equipment, monitoring conditions, replenishing supplies, and reporting issues as needed
• Monitor exterior equipment and fixtures for cleanliness, functionality, and signs of damage or tampering and report issues as needed
• Perform tasks such as picking up trash, emptying trash receptacles, basic landscaping upkeep, minor painting or touch-up tasks, and spill response as needed

Operational Support

• Prepare and serve food items in accordance with food safety and sanitation standards
• Support inventory management activities including receiving deliveries, stocking merchandise, rotations, product placement, and removing expired or damaged products
• Support store operations during high-volume periods, staffing shortages, or special promotions as needed
• Assist store operations with training new team members
• Perform other duties as assigned by management

Requirements and Qualifications

• Basic reading, writing and math skills
• Ability to operate point of sale, store, and car wash equipment
• Ability to follow company policies, procedures, and safety standards
• Maintain proper uniform standards while on duty
• Must be able to work flexible hours including evenings, weekends, and holidays
• Must meet the minimum age requirements for selling alcohol in the state in which the position is located (18 years of age in Ohio, Michigan, and Wisconsin, 21 years of age in Illinois)

Education and Experience:

• No experience required
• Prior customer service or cashier experience preferred

Physical Requirements:

• Ability to stand or walk for extended periods of time
• Ability to bend, reach, and perform repetitive motions
• Ability to regularly lift up to 25 pounds and occasionally lift up to 50 pounds
• Ability to perform physical tasks requiring moderate exertion in varying outdoor weather conditions

Work Environment:

• Fast-paced convenience store environment with frequent customer interaction
• Indoor and outdoor work conditions

Required Travel:

· None

True North is an equal opportunity employer and considers applicants without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, or any other legally protected class.