Customer Service Associate

Job Purpose

The Customer Service Associate is responsible for supporting the store leadership team by executing a variety of store-level tasks that ensure efficient, safe, and customer-focused operations. This includes food service preparation, point-of-sale transactions, housekeeping duties, and general store upkeep.

The Customer Service Associate plays a key role in delivering an exceptional experience by engaging every customer with friendliness, efficiency, and professionalism - ultimately building brand loyalty and upholding the Royal Farms standard of excellence.

Essential Functions

Customer Service & Engagement

• • Ensure every customer receives outstanding service by creating a friendly environment—greet and acknowledge customers, uphold high service standards, anticipate customer needs, and demonstrate product knowledge.
  • Respond promptly to customer inquiries about merchandise and assist with product selection.
  • Communicate with store leadership about customer requests, vendor issues, and product damages.

Point of Sale & Transactions

• • Operate the register, scan and bag items, manage various payment methods, activate fuel and gift cards, and ensure drawer balance at shift end.
  • Follow all ID verification laws when selling age-restricted products such as alcohol or tobacco.
  • Assist and educate customers using the assisted checkout terminals; monitor transactions to ensure accurate payment and prevention of theft.
  • Support customers with purchases that require employee assistance, such as tobacco, lottery, or items kept behind the counter.
  • Handle customer fuel transactions and monitor fuel court activity; stop pumps if necessary.

Food & Beverage Service

• • Prepare all made-to-order food and beverages per recipe or customer specifications, ensuring accuracy, quality, and speed of service.
  • Execute foodservice and beverage programs consistently, maintaining proper portioning, presentation, and product availability.
  • Follow all food safety and sanitation standards, including proper handling, storage, and cleaning practices, to ensure a safe experience for customers and compliance with company and regulatory requirements.

Merchandising & Stocking

• • Restock products and supplies to maintain a fully stocked store.
  • Check expiration codes, face and inspect items, pull and discard expired products per company procedures.

Store Cleanliness & Safety

• • Perform routine side work (cleaning, sweeping, mopping, trash removal, etc.).
  • Maintain a clean and organized work area to ensure safe working conditions.
  • Immediately report unsafe conditions to store leadership.

Additional Responsibilities

• Follow Royal Farms safety, security, and operational procedures as outlined in SOPs and training materials.
• Uphold the mission, core values, and brand standards of the company by ensuring all practices reflect integrity, accountability, and operational excellence.
• Performs other projects/duties as assigned.

Qualifications

Required

• • Must be at least 16 years old.
  • Must have strong communication and customer service skills.
  • Must demonstrate the ability to work both independently and as part of a team.
  • Must be able to multitask effectively in a fast-paced environment.
  • Must be able to learn and follow all Royal Farms safety processes and procedures.

Preferred

• • Prior experience in food service and/or customer service.

Success Factors

• Customer Focus - Consistently delivers friendly, attentive, and accurate service to every customer, creating a welcoming and efficient experience that supports brand loyalty.
• Operational Consistency - Maintains high standards of cleanliness, food safety, and merchandising while accurately executing all assigned tasks and procedures during the shift.
• Team Dependability - Demonstrates reliability, flexibility, and strong communication within the team environment, supporting store goals and adapting effectively to fast-paced demands.

Work Requirements

• Must be able to stand, walk, bend, reach, and lift up to 50lbs throughout the shift.
• Must be able to perform repetitive physical tasks like squatting, stooping, and crouching.
• Must be comfortable working around hot equipment and cleaning products.
• Ability to be punctual and arrive to work on time.
• Must wear slip-resistant shoes while on duty.
• Flexible availability to work various shifts, including weekends, holidays, and overtime, as required by business needs.
• Ability to adhere to assigned schedules and arrive to work on time as required by business needs.