What are the responsibilities and job description for the Mexia Service - Service Lead - Part time position at H-E-B?
Responsibilities
Job Summary: As a Service Lead, you'll assist in leading a successful operation of the Central Checkout Department. You'll train and coach to create a team environment where Partners work toward providing Customers consistently superior Customer Service.
Key Responsibilities & Essential Functions
Store Lead Operations:
Age Requirement
Qualifications & Key Requirements:
Last revised: 4/1/2019
Job Summary: As a Service Lead, you'll assist in leading a successful operation of the Central Checkout Department. You'll train and coach to create a team environment where Partners work toward providing Customers consistently superior Customer Service.
Key Responsibilities & Essential Functions
Store Lead Operations:
- May serve as backup to department manager
- Provides work direction and training to other Partners
- Directly supervises employees in the department
- 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 (e.g., wrap, bags, cart maintenance, etc.) as needed
- Performs WGO walk to set up department in absence of Department Manager or Service Admin; observes / assesses conditions; reports to Manager and / or coaches Partners on the spot if necessary
- Troubleshoots equipment / technology (e.g., POS, coupons, self-checkout, eComm); escalates to Help Desk as needed
- Monitors front-end selling metrics and daily goals (e.g., impulse items, WOW); encourages effective merchandising
- Performs duties of Service Partners frequently
- Coaches Partners in the moment and long-term; monitors performance related to goals, standards, and expectations (e.g., hospitality, IPMs, BOB)
- Facilitates / reinforces training from Partner Learning
- Trains on suggestive selling techniques to meet customer needs and build sales
- 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
- Processes customer transactions of goods and services
- Complies with departmental and Store SOPs; ensures other Partners comply as well
- Monitors / enforces H-E-B standards and polices; escalates issues if needed
- Maintains standards in shrink, safety, inventory control, and sanitation
Age Requirement
Qualifications & Key Requirements:
- 18
- 1 years of retail / customer service experience
- Cashier 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
- High school diploma or equivalent (associate's degree a plus)
- Completion of required company training
- Function in a fast-paced, retail, office environment while performing detailed and precise tasks
- Work with customers, staying attentive to their needs, yet maintaining composure in high-stress situations
- Work extended hours; sit or stand for extended periods
- Regularly lift / carry 40 - 60 lbs
- Stand, walk, bend, reach, kneel, squat, and reach overhead and side to side throughout a shift
Last revised: 4/1/2019