Customer Service Lead

Job Description

Job Description

Customer Service Lead

Tienda: Duarte #79

Wage: $20.70 - $25.40

Categoría: full-time

Join the Vallarta Supermarkets Family!

At Vallarta Supermarkets, we’re more than just a grocery store, we’re a vibrant part of the communities we serve. We’re seeking friendly, service-oriented individuals who take pride in delivering extraordinary customer experiences and thrive in a fast-paced, festive environment. If you’re passionate about fresh, quality baked goods and love making people smile, we’d love to meet you!

About the Role:

The Customer Service Lead supports the Front-End and Self-Checkout (SCO) areas by overseeing cashiers, courtesy clerks, janitors, and sabores demonstrators to ensure exceptional service and smooth daily operations. This role serves as a frontline leader, assisting with training, coaching, and resolving customer concerns, while ensuring compliance with Vallarta’s standards and policies.

What You’ll Do:

• Smile, greet, and model Vallarta’s Nuestra CASA pledge of extraordinary service.
• Supervise and support cashiers, courtesy clerks, SCO attendants, and janitorial staff.
• Mentor team members in customer engagement, service recovery, and promotions (UNO MAS program).
• Provide de-escalation and resolution for customer complaints.
• Monitor SCO lanes: greet customers, provide assistance, and educate them on SCO use.
• Ensure register accuracy, security, and productivity, including SCO troubleshooting.
• Troubleshoot traditional register issues and escalate to IT when needed.
• Oversee compliance with health, safety, and food safety regulations.
• Monitor cart collection, parking lot safety, and bottom-of-the-basket (BOB) checks.
• Support scheduling, rest/meal period compliance, dress code adherence, and daily front-end readiness.
• Handle refunds, overrides, change requests, and approvals per company policy.
• Maintain reports and communicate with SCO or register discrepancies with AP and management.
• Provide bagging or carry-out assistance when needed.
• Perform other duties as assigned.

Physical Requirements:

• Stand and walk constantly (6–8 hours/day).
• Frequently bend neck/waist, squat, twist, and reach above/below shoulders.
• Frequent use of hands for grasping, pushing/pulling, and fine manipulation.
• Lift and carry up to 25 lbs. frequently and up to 40 lbs. occasionally.
• Heaviest item required to carry: 40 lbs. (bag of dog food).
• Use buddy system for moving full pallets with manual pallet jacks.
• May be required to perform tasks at elevated levels (placing or retrieving items).
• May be exposed to dust, gas, fumes, noise, and temperature/humidity changes.

What We’re Looking For:

• Friendly, courteous personality with strong customer service skills.
• Prior cashiering or retail front-end experience required.
• Strong leadership, coaching, and communication abilities.
• Ability to conduct training sessions and mentor team members.
• Knowledge of front-end operations, compliance, and safety.
• Ability to perform basic math calculations.
• Basic proficiency with Microsoft Word, Excel, and Outlook.
• High School Diploma or GED preferred.
• Must be able to speak, read, write, and understand English.
• Willingness to transfer to other store locations within a reasonable commute.
• Must be legally authorized to work in the U.S.

Work Environment:

• Fast-paced retail front-end and SCO environment with direct customer interaction.
• Exposure to perishable products and changing conditions.
• Team-oriented, collaborative workplace.
• Must work flexible schedule: afternoons, evenings, weekends, and holidays.

Benefits:

Full-Time Team Members:

• Health medical plan: $25/week, plus free dental & vision.
• Free $25,000 Basic Life and AD&D Insurance.
• 401(k) Retirement Plan.
• Paid vacation.
• Access to legal services.

Part-Time & Full-Time Benefits:

• Paid sick time.
• Premium pay for holidays.
• Scholarship opportunities.
• Savings marketplace & credit union membership.
• Recognition programs (birthdays, years of service, spirit days, etc).

At Vallarta Supermarkets, we believe our culture drives execution. If you’re dependable, motivated, and excited to grow in customer service leadership, we invite you to apply today to join our team as a Customer Service Lead!

Explore Exciting Job Opportunities:

We offer positions to match your lifestyle and career goals. Whether you’re seeking part-time or full-time, Vallarta Supermarkets provides a dynamic and rewarding workplace with real opportunities for growth.

Vallarta Supermarkets is an Equal Opportunity Employer committed to inclusion and diversity. We welcome people of different backgrounds, experiences, abilities, and perspectives and will consider all qualified applicants for employment in accordance with all state, local, and federal laws. Vallarta Supermarkets participates in the E-Verify program.