Robson Ranch Service - Service Lead - Full time

About the Role

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.

Responsibilities

• 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) 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.
• Performs duties of Service Partners frequently.
• 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.
• 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.
• 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.

Requirements

• 18+ years of age.
• 1+ years of retail/customer service experience.
• Cashier experience.
• High school diploma or equivalent (associate's degree a plus).
• Completion of required company training.

Skills

• 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.

Physical Demands & Working Conditions

• 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.