What are the responsibilities and job description for the Central Market (Austin North Lamar) Customer Service Lead - Full time position at H-E-B?
Responsibilities
Job Summary: As a Service Lead, you'll assist in leading a successful operation of the Front End. You'll train and coach to create a team environment where Partners work toward providing Customers consistently superior Customer Service.
Leadership
Key Responsibilities & Essential Functions:
Age Requirement
Qualifications & Key Requirements:
Last revised: 10/1/2019
Job Summary: As a Service Lead, you'll assist in leading a successful operation of the Front End. You'll train and coach to create a team environment where Partners work toward providing Customers consistently superior Customer Service.
Leadership
Key Responsibilities & Essential Functions:
- May serve as backup to department manager Service Manager
- Provides work direction and training to other Partners, including other Service Leads
- Oversees Partners in the department; including Cashiers, Baggers, Parking Lot Attendants, Bookkeepers, and Information Center desk Partners
- May assist the Service Manager writing and approving schedules for Service Partners
- Approves financial transactions (e.g., overrides, opening / closing suspended orders)
- Manages traffic flow / customer throughput; relays / monitors expectations related to daily performance goals
- Tracks / anticipates high-sales times to ensure proper staffing, including lunch / break times
- Maintains Service-related inventory as needed
- Troubleshoots equipment / technology; escalates to appropriate Partner as needed
- Performs duties of Service Partners frequently
- Coaches Partners in the moment and long-term; monitors performance related to goals, standards, and expectations
- Facilitates / reinforces training
- Reinforces positive behavior
- Addresses Partner concerns (on the spot); elevates as needed
- Answers customer questions regarding products and assists them with selections; helps customers locate store merchandise
- Accurately identifies and responds to customer needs
- Models / coaches on superior customer service; addresses customer concerns; serves as point of escalation to resolve issues Responsible for ensuring total customer satisfaction.
- Mediation of partner concerns/conflicts to achieve a successful and equitable conclusion.
- Processes customer transactions of goods and services
- Complies with departmental and Store SOPs; ensures other Partners comply as well
- Monitors / enforces CM standards and polices; escalates issues if needed
- Maintains standards in shrink, safety, inventory control, and sanitation
Age Requirement
Qualifications & Key Requirements:
- 18
- Typically requires 1 years of related experience, such as front end / customer service experience
- Advanced customer service skills
- Strong planning, organization, and time-management skills
- Strong verbal / written communication and interpersonal skills
- Conflict resolution and influencing skills
- Decision-making skills
- Ability to coach
- Ability to build relationships
- Ability to communicate with / speak effectively to customers and Partners at all levels
- Ability to read and interpret documents such as safety rules, operating / maintenance instructions, and procedure manuals
- Ability to write routine reports and correspondence
- HS Diploma or GED or equivalent
- Completion of required company training, including Lead Development training
- Constantly reach at waist, grasp
- Frequently stand, walk, pivot, perform fine motor movements
- Occasionally sit, reach overhead, reach at shoulder, reach at knee, reach at floor, bend, stoop, squat, crouch, kneel, stair climb, ladder climb, twist, push / pull with arms, pinch
- Occasionally be exposed to loud noise, cold or wet conditions
- Demonstrate the ability to lift up--to 45 lbs
- While there may be exceptions, the measurements noted are generally defined as--Constantly: 5.5 hours per 8-hour day; Frequently: 2.5 - 5.5 hours per 8-hour day; Occasionally: 0 - 2.5 hours per 8-hour day
- It is the responsibility of each individual Partner to never lift beyond his or her own safe lifting limit. If an item is too heavy to lift, push or pull, and / or carry, the Partner must break the box down into lighter, smaller, more manageable components, or ask for assistance from another Partner or a manager.
Last revised: 10/1/2019