Robson Ranch Service - Service Lead - Full time
H-E-B
Denton, Texas
Posted 1 weeks ago
Qualifications
Education
High school diploma or equivalent (associate's degree a plus)
Required Licenses
- Completion of required company training
Responsibilities
Primary Duties
- Assist in leading a successful operation of the Central Checkout Department
- Train and coach to create a team environment
- Provide work direction and training to other Partners
- Directly supervise employees in the department
- Approve financial transactions
- Manage traffic flow / customer throughput
- Track / anticipate high-sales times
- Maintain service-related inventory
- Perform WGO walk to set up department
- Troubleshoot equipment / technology
- Monitor front-end selling metrics and daily goals
Experience Requirements
Required
1+ years of retail / customer service experience. Cashier experience.
1 year of experience
Required Skills
Soft Skills
Advanced customer service skillsStrong planning skillsStrong organization skillsStrong time-management skillsStrong verbal communication skillsStrong written communication skillsStrong interpersonal skillsConflict resolution skillsInfluencing skillsDecision-making skillsAbility to coachAbility to build relationshipsAbility to communicate effectivelyAbility to read and interpret documentsAbility to write routine reports and correspondence
Full Job Description
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 and essential functions include:
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 and 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.
- 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 policies; escalates issues if needed. Maintains standards in shrink, safety, inventory control, and sanitation.
- Age requirement: 18+
- Work experience: 1+ years of retail / customer service experience. Cashier experience.
- Knowledge/Skills/Abilities: Advanced customer service skills. 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.
- Education: High school diploma or equivalent (associate's degree a plus)
- Licenses/Certifications: Completion of required company training
- 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.
How to Apply
H-E-B
About
Founded in 1905, H-E-B is a Texas-based supermarket chain with over 400 locations. Careers include store associates, warehouse staff, and corporate positions. Fun fact: H-E-B is highly regarded for it...
