Central Market (Dallas) Customer Service Lead - Full-time

About Central Market

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 is a sumptuous selection of everything edible. 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 of our stores is a market in the truest sense—a place to exchange goods, services, and ideas for those really into food.

Responsibilities

• Leadership:
  • May serve as backup to department manager Service Manager
  • Provides work direction and training to other Partners, including other Service Leads
  • Oversees Partners in the department: Cashiers, Baggers, Parking Lot Attendants, Bookkeepers, and Information Center desk Partners
  • May assist the Service Manager writing and approving schedules for Service Partners
  • 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 as needed
  • Troubleshoots equipment/technology; escalates to appropriate Partner as needed
  • Performs duties of Service Partners frequently
• Training/Coaching:
  • Coaches Partners in the moment and long-term; monitors performance related to goals, standards, and expectations
  • Facilitates/reinforces training
  • 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
  • Responsible for ensuring total customer satisfaction
  • Processes customer transactions of goods and services
• Compliance:
  • Complies with departmental and Store SOPs; ensures other Partners comply as well
  • Monitors/enforces CM standards and policies; escalates issues if needed
  • Maintains standards in shrink, safety, inventory control, and sanitation

The responsibilities and essential functions outlined above describe the general nature and level of work assigned to this position. This is not an exhaustive list of all duties, responsibilities, and skills required. Duties and responsibilities may be modified at any time based on business needs. Employees may be required to perform other job-related tasks as requested by their supervisor, subject to reasonable accommodations.

Requirements

• Work Experience: 1+ years related experience, such as front end/customer service 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: HS Diploma or GED or equivalent
• Licenses/Certifications: Completion of required company training, including Lead Development training

Physical Demands & Working Conditions

• Constantly: Reach at waist, grasp (5.5+ hours per 8-hour day)
• Frequently: Stand, walk, pivot, perform fine motor movements (2.5 - 5.5 hours per 8-hour day)
• Occasionally: 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, pinch (0 - 2.5 hours per 8-hour day)
• Exposure: Occasionally be exposed to loud noise, cold or wet conditions
• Lifting: Demonstrate the ability to lift up to 45 lbs. If an item is too heavy to lift, push or pull, and/or carry, the Partner must break the box down into lighter, smaller, more manageable components, or ask for assistance from another Partner or a manager.

The work environment characteristics described here are representative of those a Partner encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.