What are the responsibilities and job description for the Praise and Support Center Associate position at Family Express?
Description
Position Summary: The Praise & Support Center Associate is responsible for actively monitoring store operations in real time and engaging with store teams to recognize strong execution and provide immediate, supportive coaching when needed.
This role reinforces a praise-first culture by highlighting positive behaviors, strengthening team engagement, and supporting operational consistency across all locations. Associates will communicate directly with stores through brief, high-impact phone interactions and document activity through structured reporting tools.
This position is not compliance-focused. It is a coaching and recognition role centered on building relationships and reinforcing positive performance.
Position Responsibilities
Role Qualifications:
Physical Demands:
Position Summary: The Praise & Support Center Associate is responsible for actively monitoring store operations in real time and engaging with store teams to recognize strong execution and provide immediate, supportive coaching when needed.
This role reinforces a praise-first culture by highlighting positive behaviors, strengthening team engagement, and supporting operational consistency across all locations. Associates will communicate directly with stores through brief, high-impact phone interactions and document activity through structured reporting tools.
This position is not compliance-focused. It is a coaching and recognition role centered on building relationships and reinforcing positive performance.
Position Responsibilities
- Monitor live store activity using internal systems (e.g., 3x, Solink)
- Initiate real-time phone calls to store teams to:
- Recognize and reinforce strong execution
- Highlight positive guest interactions
- Acknowledge clean, organized, and efficient store conditions
- Provide clear, supportive coaching when opportunities are identified
- Maintain concise, positive, and professional communication during all interactions
- Complete structured follow-up documentation in Zenput after each interaction
- Support internal recognition efforts, including community posts and badge distribution when appropriate
- Follow defined “praise” and “support” triggers to ensure consistency in approach
- Identify trends, recurring opportunities, and areas of success across stores
- Share insights with leadership to support ongoing operational improvement
- Additional duties as assigned
Role Qualifications:
- 6 months to 1 year of Family Express store experience required
- Strong understanding of store operations, standards, and expectations
- Demonstrated alignment with company culture and values
- Ability to communicate in a positive, professional, and supportive manner
- Comfortable initiating real-time phone communication with store teams
- Strong attention to detail and situational awareness
- Ability to manage time effectively in a fast-paced environment
- Strong situational awareness with the ability to assess and respond to real-time store activity
- Ability to recognize great execution and identify opportunities for support based on defined triggers
- Clear, positive, and professional communication skills, with the ability to deliver quick recognition and coaching
- Sound judgment in determining when to recognize, coach, or escalate
- Ability to keep communication concise and non-disruptive to store operations
- Strong attention to detail and accuracy in documentation
- Effective time management with the ability to prioritize and respond with urgency
- Ability to work independently while maintaining consistency with team expectations
- Comfortable working across multiple systems simultaneously
- Professionalism and composure when providing feedback or addressing sensitive situations
- Commitment to company mission and values, including building relationships and promoting the Living Brand
Physical Demands:
- While performing the duties of this job, the associate is primarily required to sit for prolonged periods while monitoring systems and communicating via phone. The associate may occasionally stand or walk; reach, climb, balance, stoop, kneel, or crouch; and talk or hear.
- The associate must occasionally lift and/or move up to 50 lbs. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to focus, particularly for extended screen monitoring.
- This position is primarily based in a Home Office environment and requires the associate to be present during scheduled working hours. The role involves continuous computer use, system monitoring, and frequent phone communication with store teams.
- Must have flexibility to work all shifts and days of the week, including weekends, as needed to support business operations.
- While not a primary function of the role, the associate may occasionally work in or visit store environments, which may include exposure to varying temperatures, dirt, dust, and cleaning solvents.