Mid Cities Service - Service Lead - Part time

Service Lead

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 include:

• 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
• Training / 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 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
• Customer Service / Cash-Handling: 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
• Compliance: 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

Qualifications & Key Requirements include:

• Age Requirement: 18+ Work Experience: 1+ years Retail / customer service experience - Required Cashier experience - Required Knowledge/Skills/Abilities: Advanced customer service skills - Required Strong planning, organization, and time-management skills - Required Strong verbal / written communication and interpersonal skills - Required Conflict resolution and influencing skills - Required Decision-making skills - Required Ability to coach - Required Ability to build relationships - Required Ability to communicate with / speak effectively to customers and Partners at all levels - Required Ability to read and interpret documents such as safety rules, operating / maintenance instructions, and procedure manuals - Required Ability to write routine reports and correspondence - Required Education: Associate's Degree - Preferred HS Diploma or GED or equivalent - Required Licenses/Certifications: Completion of required company training - Required
• Physical Demands & Working Conditions: 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