Service Operations Assistant

Position Overview

The Service Operations Assistant supports front-end and service department operations by ensuring smooth daily execution, excellent customer service, and operational efficiency. This role assists in supervising front-end associates, managing customer flow, and maintaining service standards across all touchpoints.

Key Responsibilities Front-End Operations

• Support daily operations of checkstands, self-checkout, and customer service desk
• Monitor front-end flow and adjust staffing to minimize wait times
• Ensure registers, SCO units, and service areas are fully operational
• Assist with opening and closing procedures as needed

Customer Service Excellence

• Deliver outstanding customer service and lead by example
• Resolve customer issues quickly and professionally
• Support returns, refunds, exchanges, and service inquiries
• Promote loyalty programs and store initiatives

Team Support & Leadership

• Assist in training, coaching, and guiding front-end associates
• Delegate tasks and ensure completion of daily responsibilities
• Reinforce company standards, policies, and procedures
• Help maintain a positive, team-oriented work environment

Cash Handling & Compliance

• Support cash control procedures, audits, and accountability
• Assist with till counts, pickups, and safe audits
• Ensure compliance with all company policies and safety standards
• Help prevent loss through awareness and proper procedures

Store Support Functions

• Coordinate with department heads to support store-wide operations
• Assist during peak business periods and special events
• Maintain cleanliness, organization, and overall store readiness

Qualifications

• Previous retail or customer service experience preferred
• Leadership or supervisory experience is a plus
• Strong communication and problem-solving skills
• Ability to multitask in a fast-paced environment
• Basic math and computer skills

Physical Requirements

• Ability to stand for extended periods
• Occasional lifting up to 25–40 lbs
• Frequent walking, bending, and reaching

Work Environment

• Fast-paced retail setting with constant customer interaction
• Flexible schedule including days, evenings, weekends, and holidays

Success Measures

• Customer satisfaction and reduced complaint resolution time
• Efficient front-end flow and reduced wait times
• Cash handling accuracy and compliance
• Team engagement and productivity