Bay City Service - Service Lead - Part-Time
Pay $16.50 / hour
Location Bay City / Texas
Employment type Other
Job Description
Overview
H-E-B is one of the largest, independently owned food retailers in the nation operating over 400 stores throughout Texas and Mexico, with annual sales generating over $25 billion. Described by industry experts as a daring innovator and smart competitor, H-E-B has led the way with creative new concepts, outstanding service and a commitment to diversity in our workforce, workplace and marketplace. H-E-B offers a wealth of career opportunities to our 110,000+ Partners (employees), competitive compensation and benefits program and comprehensive training that lead to successful careers.
Job Description
H-E-B needs energetic and motivated Partners willing to work hard and have fun while providing superior customer service. No matter what background you bring, or where you are in your career, we welcome you to join our community where People come first. 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. Once you're eligible, you'll become an Owner in the company, so we're looking for commitment, hard work, and focus on quality and Customer service. 'Partner-owned' means our most important resources People drive the innovation, growth, and success that make H-E-B The Greatest Omnichannel Retailing Company.
Responsibilities
May serve as backup to department managerProvides work direction and training to other PartnersDirectly supervises employees in the departmentApproves financial transactions (e.g., overrides, opening / closing suspended orders)Manages traffic flow / customer throughput; relays / monitors expectations related to daily performance goalsTracks / anticipates high-sales times to ensure proper staffing, including lunch / break timesMaintains Service-related inventory (e.g., wrap, bags, cart maintenance, etc.) as neededPerforms 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 necessaryTroubleshoots equipment / technology (e.g., POS, coupons, self-checkout, eComm); escalates to Help Desk as neededMonitors front-end selling metrics and daily goals (e.g., impulse items, WOW); encourages effective merchandisingPerforms duties of Service Partners frequentlyTraining / Coaching
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 LearningTrains on suggestive selling techniques to meet customer needs and build salesReinforces positive behaviorAddresses Partner concerns (on the spot); elevates as neededCustomer Service / Cash-Handling
Answers customer questions regarding products and assists them with selections; helps customers locate store merchandiseAccurately identifies and responds to customer needsModels / coaches on superior customer service; addresses customer concerns; serves as point of escalation to resolve issuesProcesses customer transactions of goods and servicesCompliance
Complies with departmental and Store SOPs; ensures other Partners comply as wellMonitors / enforces H-E-B standards and policies; escalates issues if neededMaintains standards in shrink, safety, inventory control, and sanitationMinimum Requirements
Minimum age 18 (mandatory)High school diploma or equivalent (associate's degree a plus)1+ years of retail / customer service experienceCashier experienceCompletion of required company trainingSkills
Advanced customer service skillsStrong planning, organization, and time-management skillsStrong verbal / written communication and interpersonal skillsConflict resolution and influencing skillsDecision-making skillsAbility to coachAbility to build relationshipsAbility to communicate with / speak effectively to customers and Partners at all levelsAbility to read and interpret documents such as safety rules, operating / maintenance instructions, and procedure manualsAbility to write routine reports and correspondencePhysical Requirements
Function in a fast-paced, retail, office environment while performing detailed and precise tasksWork with customers, staying attentive to their needs, yet maintaining composure in high-stress situationsWork extended hours; sit or stand for extended periodsRegularly lift / carry 40 - 60 lbsStand, walk, bend, reach, kneel, squat, and reach overhead and side to side throughout a shiftAbout the company
H-E-B is headquartered in San Antonio, Texas. Founded in 1905, H-E-B operates more than 400 stores in a number of formats, including superstores, supermarkets and gourmet markets.
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