Apply on Employer Site

H-E-B · 1 day ago

Central Market Southlake Service Lead Full-Time

Southlake, TX

Full-time

Onsite

Entry Level

1+ years exp

H-E-B is a specialty grocery chain that emphasizes quality food and customer service. As a Service Lead, you will assist in leading the Front End operations, train team members, and ensure superior customer service while managing daily performance goals and staffing needs.

Retail

Growth Opportunities

Responsibilities

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

Qualification

Customer service experienceLeadership skillsCoaching abilityConflict resolutionPlanningOrganizationCommunication skillsDecision-making skillsInterpersonal skills

Required

experience in retail/customer service

advanced customer service skills

Typically requires 1+ years of related experience, such as front end / customer service experience

Must be 18 years of age or older

Completion of required company training, including Lead Development training

High school diploma or equivalent

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

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