Festival Foods Customer Service Representative in Green Bay West, Wisconsin


Job Title: Customer Service Representative (CSR)

FLSA Status: Hourly

Reports To: Front End Manager

Responsible for the operations of the front-end department and supervision of employees including coaching and development of associates, engaging guests and conducting guest traffic. On a daily basis works closely with all front-end associates, inspecting what we expect in an effort to ensure an enjoyable shopping experience is consistently delivered, all company policies and procedures are being executed properly and associates needs are being met.


  1. Lead, coach, teach and reinforce Festival culture, our customer service and performance expectations to all Front-End associates
  • All Front-End associates includes: Service Desk, Cashiers, Baggers, Cart Runners, and Tot Spot
  • Utilizes tools – 10 tile evaluations, Coach’s Reminder Card, Cashier Daily, Cashier Reference Information Binders, Front End OPPS Manual, etc.
  1. Oversees Front End activity to ensure a positive guest experience and team environment
  • Communicates department priorities to Front End team and delegates responsibilities
  • Writes and conduct huddle ups
  • Leads by example to ensure front-end operating procedures are known and adhered to, including but not limited to associate dress code, DYFET, CHANT, BOB, 10-tiling, proper bagging techniques, parcel pickup, You Bag/We Bag expectations, etc.
  • Ensures Front End cleanliness, maintenance, and sanitation
  • Directs guests into lanes, monitors BOB, unloads carts, answers questions, respond to lights and completes overrides as needed
  • Presents themself as a manager, takes ownership of guest needs utilizing LAST
  • Acts in a professional manner at all times while projecting a cooperative and helpful attitude using discretion and tact
  1. Conducts Front End operations
  • Determines where Front End staff is needed throughout the day and directs them to that location to maintain efficient Front End operations
  • Ensures proper staff levels by calling in additional staff to cover call-ins or additional business
  • Strictly enforces child labor laws relieving minor employees enabling them to clock out for breaks, lunches and at and the end of their shift as per labor law guidelines
  • Adjusts daily schedule to actual sales, items and customer projections to maintain 100% productivity
  • Communicates immediately with Shift Managers when assistance is required and when the CSR is on a lane
  • Opens additional lanes to accommodate business and guest traffic. CSRs will keep a cash drawer available for their own use at all times
  • Communicates tardiness and absences through effective use of CSR Shift Report
  • Holds associates accountable for non-compliance with Front End and store policies
  • Monitors cart levels and efficient cart running to ensure availability of all carts
  1. Associate feedback and appreciation
  • Look for opportunities to present Nice Going memos and stickers to deserving Front End associates
  • Treat all employees fairly and with the same respect and consideration you would like for yourself
  • Ask employees for their help on tasks, never dictate tasks or assignments
  1. Leads by example
  • Remains cheerful and courteous setting the tone for the entire Front End
  • Adheres to dress code guidelines
  • Follows all store policies and procedures
  • Maintains sense of urgency to help guests and associates promptly
  • Willingness to assist where needed


To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

  • Minimum availability must include 24 hours a week with a minimum of 6 hours per day during available days
  • Ability to deal tactfully and effectively with customers and all personnel
  • Excellent communication and interpersonal skills including an effective negotiation style
  • Excellent planning and organizational skills, with the ability to manage multiple and constantly changing priorities
  • Strong teamwork skills with the desire to train and educate others within the organization
  • Good oral and written communication skills and the ability to handle a diverse crew in a stressful environment
  • Thorough understanding of all safety requirements and company safety policies


The physical demands and work environment described below are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

  • The associate must possess the ability to stand in place for long periods of time; walk in the store; bend, stoop and kneel regularly. Requires fine finger and broad manual dexterity, and eye-hand-foot coordination in order to operate equipment.
  • Physical ability to stand for extended periods and to move and handle boxes of merchandise and fixtures throughout the store, which entails lifting, and perform all functions as set forth above
  • Ability to work varied hours/days, including nights, weekends, and holidays, as needed


The Customer Service Rep is an hourly position that may be part-time (less than 28 hours per week) or full-time (38-40 hours per week). The work schedule may include mornings, afternoons, evenings, weekends, and holidays within the individual’s availability.

Requisition Number: 16-2274

Post Date: 1/31/2017

Title: Customer Service Representative

Is Position Part-Time?: Yes

Wage Range: HOURLY GRADE 08

Work Hours: 2nd Shift

City: Green Bay West

State: WI