Central Market (Southlake) Customer Service Lead - Full-Time

Responsibilities

• Leadership: May serve as backup to department manager. Provides work direction and training to other Partners, including other Service Leads. Oversees Partners in the department; including 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.
• 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.
• Compliance: Complies with departmental and Store SOPs; ensures other Partners comply as well. Monitors / enforces CM standards and polices; escalates issues if needed. Maintains standards in shrink, safety, inventory control, and sanitation.

Qualifications & Key Requirements

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