Customer Service Manager

Job Title:
Customer Service Manager

Reports To:
Assistant Store Manager

Job Location:
Store Location

FLSA Status:
Hourly Non-Exempt


The Customer Service Manager ensures that the front end of the store is running properly with the team of cashiers. This position helps customers and cashiers with any concerns or problems. The Customer Service Manager provides exceptional service through communication, friendliness, and store/product knowledge, as well as maintaining an exceptional store safety, appearance, and cleanliness.


  • Oversee cashier transactions, train newly hired cashiers, assist in shrink awareness, and supervisor checkout stations
  • Communicate professionally with all Rural King associates and customers
  • Ensure that the front end of the store runs smoothly without interruption
  • Execute cash management, return, and exchange policies accurately
  • Perform accurate transactions and price dispute resolution
  • Complete cashier-duties chore list
  • Redline in front of the registers when not with a customer
  • Keep popcorn and coffee full and fresh
  • Must be alert to surroundings at all times for shrink prevention and customer service
  • Make sure EAS devices are deactivated and a member of management is asked to come to the front for resolution if alarm would sound
  • Offer load out assistance to customers and call to make sure a loader has responded
  • File paperwork quickly and accurately
  • Reconcile with 100% accuracy
  • Answer incoming calls at the registers with proper phone etiquette
  • Use general office equipment such as telephone, copy machine, fax machine, calculator, computer
  • May be required to cross train and perform other duties


  • Detail oriented with demonstrated math skills for cash handling
  • 2+ years retail cashier or CSM experience preferred
  • Exceptional Customer Service Skills. Ability to actively listen to customer inquiries and respond with politeness and diplomacy in difficult situations
  • Willingness to train cashiers.
  • Ability to access and use the in-store computer, scanning system, and wireless handheld unit
  • Ability to participate in our online applicant and new hire onboarding process remotely
  • Ability to complete computer-based training


  • None


  • Good visual acuity
  • Close vision for computer work
  • Ability to lift up to 20 pounds repetitively and 21-50 pounds intermittently
  • Repetitive wrist movements on keyboard
  • Ability to stand and/or walk for long periods of time
  • Ability to walk up and down stairs multiple times per day
  • Ability to verbally communicate effectively and professionally with all audiences (in-person or via handheld transceiver)

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

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