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
• Aids the Service Manager in 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
• Serves as point of escalation to resolve issues
• Responsible for ensuring total customer satisfaction

Compliance:

• Complies with departmental and Store SOPs; ensures other Partners comply as well
• Maintains standards in shrink, safety, inventory control, and sanitation
• Makes sure to monitor / enforce CM standards and policies; escalates issues if needed

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

Physical Demands & Working Conditions

• Constantly reach at waist, grasp
• Frequently stand, walk, pivot, perform fine motor movements
• 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
• Occasionally be exposed to loud noise, cold or wet conditions