Job Summary
The Service Operations Assistant supports the Service Operations Manager in overseeing front‑end operations, customer service standards, cash handling procedures, and associate support. This role helps ensure efficient service flow, policy compliance, and a positive customer and associate experience while supporting daily execution and operational consistency.
Key Responsibilities
Leadership & Team Support
- Support the Service Operations Manager in supervising, coaching, and developing front‑end associates.
- Assist with daily staffing, break coverage, and workflow coordination.
- Reinforce customer service expectations and front‑end performance standards.
- Promote a positive, respectful, and safety‑focused work environment.
Customer Experience & Front‑End Operations
- Support execution of front‑end operations including registers, self‑checkout, service desk, and customer flow.
- Assist with resolving customer concerns promptly and professionally.
- Ensure front‑end cleanliness, organization, and service readiness standards are consistently met.
Cash Handling & Compliance
- Assist with cash handling procedures, register accountability, and safe funds practices.
- Ensure adherence to company policies related to tender types, refunds, voids, and overrides.
- Support execution of audits, documentation, and compliance requirements.
- Monitor over/short trends and escalate concerns as needed.
Training & Process Support
- Assist in onboarding and training new front‑end associates.
- Reinforce operational procedures, service standards, and loss prevention protocols.
- Serve as a resource for associates regarding daily processes and expectations.
Safety, Loss Prevention & Compliance
- Support compliance with safety standards, front‑end procedures, and company policies.
- Assist in maintaining a clean, organized, and hazard‑free front‑end environment.
- Support loss prevention initiatives and shrink reduction efforts.
Collaboration & Coverage
- Partner with store leadership to support total store operations.
- Provide front‑end leadership coverage in the Service Operations Manager’s absence.
- Support store initiatives, promotions, and special projects as needed.
Knowledge, Skills & Abilities
- Strong customer service, communication, and organizational skills.
- Knowledge of front‑end operations, cash handling, and service standards.
- Ability to prioritize tasks in a fast‑paced retail environment.
- Basic proficiency with retail systems and front‑end technology.
- Ability to lead by example and support team accountability.
Education & Experience
- High school diploma or equivalent required.
- Previous retail, customer service, or supervisory experience preferred.
Physical Requirements
- Ability to stand, walk, bend, and lift up to 40–50 pounds as needed.
- Ability to work flexible schedules, including evenings, weekends, and holidays.
