Central Market Service Lead
Central Market is a specialty grocery that started in Austin, Texas in 1994, and has grown to multiple locations across the state. What makes Central Market one of the freshest markets in the country? Try a sumptuous selection of everything edible, for starters. We go straight to the source to bring you the finest food and drink the world has to offer. With hundreds of cheeses, thousands of wines, acres of produce, and aisles of experts, Central Market is a foodie's wonderland. Our commitment beyond the plate is another reason we're a cut above. We believe food is a way of uniting families and communities, of preserving cultures, and of starting new traditions. Each one of our stores is a market in the truest sense and is a place to exchange goods, services, and ideas for those really into food.
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. 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. We are looking for :
- Experience in retail / customer service
- Advanced customer service skills
Leadership
May serve as backup to department manager Service ManagerProvides work direction and training to other Partners, including other Service LeadsOversees partners in the department; including cashiers, baggers, parking lot attendants, bookkeepers, and information center desk partnersMay assist the Service Manager writing and approving schedules for Service PartnersApproves 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 as neededTroubleshoots equipment / technology; escalates to appropriate Partner as neededPerforms duties of Service Partners frequentlyTraining / Coaching
Coaches Partners in the moment and long-term; monitors performance related to goals, standards, and expectationsFacilitates / reinforces trainingReinforces 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 issuesResponsible for ensuring total customer satisfactionMediation of partner concerns / conflicts to achieve a successful and equitable conclusionProcesses customer transactions of goods and servicesCompliance
Complies with departmental and Store SOPs; ensures other Partners comply as wellMonitors / enforces CM standards and policies; escalates issues if neededMaintains standards in shrink, safety, inventory control, and sanitationQualifications
Typically requires 1+ years of related experience, such as front end / customer service experienceMust be 18 years of age or olderCompletion of required company training, including Lead Development trainingHigh school diploma or equivalentSkills
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 correspondenceConstantly reach at waist, graspFrequently stand, walk, pivot, perform fine motor movementsOccasionally 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, pinchOccasionally be exposed to loud noise, cold or wet conditionsDemonstrate the ability to lift up to 45 lbs