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Call Center Representative
Company : Roche Bros.
Location : Lawrence, MA, 01840
Job Type : Full Time / Part Time
Date Posted : 15 January 2026
Overview
The Cashier provides excellent customer service by efficiently and accurately processing customer transactions at the checkout lane. This individual provides the highest level of quality service by creating a pleasant and friendly atmosphere and treating each and every customer and associate like one of the family!
Minimum Qualifications
Responsibilities
The list of essential functions is not exhaustive and may be supplemented as necessary by the company.
1. Promote the company image as a service-oriented operation where every associate will greet, assist, render efficient service and thank customers in a prompt, courteous, friendly, and business-like manner.2. Commit to the “Golden Rule” and work with management and fellow associates to build a strong customer service team.3. Record all items at correct prices in their correct departments quickly and efficiently. Utilize all techniques specified in training.4. Verify identification for beer and wine purchases (where applicable).5. Follow company cash handling procedures and maintain acceptable over/short record6. Participate in bagging customers’ orders properly, and check register for product before the customer leaves to ensure nothing is left behind.7. Notify customer service manager or assistant customer service manager of any problems: customer inquiries or complaints, incorrect prices or poorly marked merchandise, errors/problems with UPC codes, change and coin needed, potential security problems, shrink problems within the store, perishable overstock at check stand (returns), or any unusual problems or situations.8. Participate actively in controlling shrink (loss of profit); checking the bottom of carriages, accurate ringing, shoplifting awareness, associate theft, and perishable overstock control.9. Keep sales and work area and equipment clean, orderly, and free from safety hazards; report hazards to management.10. Ensure company standards of cleanliness, safety, proper food handling practices, sanitation, and productivity are achieved.11. Other duties as assigned by management
Secondary Job Functions:1. Cashiers may be scheduled as Service Clerks, Self-Checkout Assistants, or Head Cashiers as dictated by the business need.2. Return shopping carts and hand baskets to the proper location.3. Assist in training new associates.
Physical Demands: (per work day)
The physical demands and safety risk factors of the job listed below may occur during each work shift and are listed according to their frequency.
Physical Demands
Frequency
Sitting
0% (N) Never
Carrying up to 50 lbs, stooping, kneeling, or crouching. (Self-checkout Assistant must be able to carry up to 20 lbs or more.)
1-33% (O) Occasionally
Walking on a tile or concrete floor, pushing up to 250 lbs, bending, balancing, and smelling.
34-66% (F) Frequently
Standing on a tile or concrete floor, lifting up to 50 lbs, pulling up to 250 lbs, handling, fingering, feeling, reaching at the waist or overhead, talking, seeing, and hearing.
67-100% (C) Continuously
Safety Risk Factors
Frequency
Hazardous equipment (mechanical moving parts) and toxic exposure (see material safety data sheet).
0% (N) Never
Loud noise, slippery or cluttered floor surface, contact with sharp objects, contact with skin irritant, nuisance dust, fumes, and sprays, and hazardous cleaning solutions.
1-33% (O) Occasionally
Twisting of the back and neck and cluttered floor space.
67-100% (C) Continuously
Machines, tools, and equipment utilized:
Scanner, scales, adding machine, check scanner, cash register, shopping cart, POS system, phones/paging system, store computer system, bagging supplies, U-boats, approved cleaning supplies.
Repetitive Action:
The continuous movement of the entire body.
Working Conditions: Working environment is inside.
Hiring Range: In accordance with MA Pay Transparency requirements, the following represents a good faith estimate of the hiring range for this position. At Roche Bros., we carefully consider a wide range of non-discriminatory factors when determining salary. Actual salaries will vary depending on factors including but not limited to education, experience, qualifications, and internal equity. The hiring range for this position is $15.00 - $17.90 per hour.
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Frequently asked questions
A Call Center Representative at Roche Bros. uniquely blends direct customer interaction with efficient transaction handling, creating a friendly checkout experience. Their role emphasizes prompt service and attention to detail, fostering a family-like atmosphere that goes beyond typical retail tasks, enhancing overall customer loyalty.
In Lawrence, MA, Call Center Representatives often balance personalized customer service with managing local store needs, contrasting with high-volume, fast-paced environments in big cities. This setting allows for stronger community ties and a focus on individualized assistance, influencing workflow and customer engagement strategies.
Key skills include clear communication in English, teamwork, reliability, and the ability to handle transactions accurately. Familiarity with POS systems and a commitment to maintaining a positive, service-oriented attitude are highly prized in Lawrence's retail landscape, ensuring smooth operations and customer satisfaction.
While formal certifications aren't always mandatory, completion of e-learning modules and in-house training programs is typical. Certifications in customer service excellence or retail management can enhance prospects, with Massachusetts employers like Roche Bros. valuing proven commitment to quality service and integrity.
Roche Bros. emphasizes a ‘family’ atmosphere, encouraging associates to treat customers and coworkers warmly. Their structured training, focus on integrity, and clear cash handling protocols set their Call Center Representatives apart, fostering a reliable and pleasant shopping experience unique to the brand.
The company promotes prompt communication with management for any issues, empowering associates to resolve complaints quickly. Roche Bros. fosters teamwork and continuous training, equipping representatives to manage errors, security concerns, and customer inquiries with professionalism and confidence.
Roche Bros. offers $15.00 to $17.90 per hour for this role, reflecting local living costs and retail industry standards. This pay scale is competitive within Lawrence's market, balancing fair wages with expectations for customer service excellence and operational efficiency.
Schedules at Roche Bros. are designed around store needs, often including part-time and flexible shifts. This flexibility supports a healthy work-life balance, accommodating students or those with other commitments, while ensuring the store maintains quality customer service throughout operating hours.
Representatives interact with scanners, POS systems, cash registers, and store computers daily. Handling adding machines, check scanners, and communication devices like paging systems is also routine, requiring familiarity with retail tech tools to maintain efficient and accurate transaction processing.
Starting as a Call Center Representative opens pathways to roles like head cashier, service clerk, or self-checkout assistant. Roche Bros. supports internal training and skill development, allowing motivated individuals to progress into supervisory or management positions within the retail sector.