CUSTOMER SERVICE REPRESENTATIVE

Front Shop Operations

Department

Front Shop

Reports To

Front Shop Manager

Experience

Retail experience an asset

Education

High school diploma or equivalent

Position Overview

The Customer Service Representative works in the Front Shop and serves as a primary point of contact for customers, delivering prompt and courteous service while supporting sales transactions, store presentation, and lottery operations. This role contributes to a welcoming store environment and helps build lasting customer loyalty.

Key Responsibilities

Customer Service

- Greet all customers warmly and ensure everyone within sightline has been acknowledged and assisted; accompany customers to appropriate sections when needed

- Respond to customer inquiries, needs, and complaints in a prompt and courteous manner; consult sales flyers to accurately answer product and pricing questions; escalate to the Front Shop Manager when required

- Answer telephone calls by the 3rd ring and route calls by subject matter, including store hours, prescription refills, front shop orders, pharmacist inquiries, photo developing, home health care, and accounting

- Resolve merchandise return requests and customer complaints; seek manager assistance when necessary

- Actively monitor store activity to deter shoplifting

- Maintain a clean, professional appearance at all times (pressed uniform, name tag, good hygiene) and comply with the company's Confidentiality Agreement

Financial Transactions

- Process customer payments accurately via cash, cheque, debit, credit, or charge; provide correct change for cash transactions

- Obtain accounting department approval before cashing government-issued cheques or processing charges to flagged customer accounts





- Coordinate monetary pick-ups when the till reaches a set threshold (typically mid-afternoon); balance and reconcile the till at end of shift

- Collect manufacturer coupons submitted by customers and submit them for monetary return

- Report any issues with the POS system or debit/credit machines to the Front Shop Manager; direct unresolved issues to McKesson if the manager is unavailable

Store Presentation & Merchandising

- Maintain a visually appealing, safe, and organized store: ensure adequate aisle spacing, clean floors, available shopping baskets, and well-faced, dusted shelves with monitored expiry dates

- Follow direction from the Front Shop Manager on stock placement and special displays; ensure shelves are adequately stocked at all times

- Identify products nearing expiry and set them aside for clearance or sale

- Post and remove sale tags in line with weekly and monthly flyers; communicate any pricing errors to the Front Shop Manager and assist with price changes and markdowns as directed

Lottery Operations

- Operate the lottery terminal to sell online tickets, scratch tickets, and lotto gift cards; verify customer age eligibility prior to each sale

- Scan and validate customer tickets; assist customers using the self-scanner





- Activate new lottery stock when placing it on display; replenish stock regularly to maintain a full selection; deactivate and return stock at end of season, if damaged, or as directed by the lottery company

Teamwork & General Duties

- Assist the Accounting department with nursing charges (charges to customer accounts)

- Participate in onboarding and training of new front shop staff at the Front Shop Manager's request

- Assist with garbage and recycling as needed

- Contribute to front shop team goals and foster a collaborative, harmonious work environment

Qualifications & Skills

Education & Experience

- Experience in retail is an asset; experience with a POS system is an asset

- General math skills; comfort handling cash and processing financial transactions accurately

Core Competencies

Exceptional communication & interpersonal skills

Strong active listening skills

High attention to detail

Strong problem-solving ability

Professional, positive attitude

Initiative and self-motivation

Comfortable in a rapid-paced environment

Ability to work independently and as part of a team

Additional duties may be assigned by management as required.

In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, Boggio Family of Pharmacies will provide accommodations through the recruitment process to applicants with disabilities. If selected to participate in the recruitment and selection process, please inform HR of any accommodation(s) that you may require.

We thank you for your interest, only applicants selected for an interview will be contacted.

Pay: From $19.00 per hour

Benefits:

- Casual dress
- Company events
- Dental care
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care

Work Location: In person

📌 Customer Service Representative (Welland)
🏢 Boggio Family of Pharmacies
📍 Welland