Customer Care and Education Manager

Hy-Vee•Lincoln, NE

17h•Onsite

About The Position

Responsible for training and providing educational resources to new and existing employees in a variety of areas including employee engagement, mentoring, employee ownership and the customer experience in order to improve customer service levels and overall employee performance. Assist in monitoring overall service levels and communicate needs to management team. Additionally, always maintaining a positive company image by providing courteous, friendly, and efficient customer service to customers and team members. At Hy-Vee our people are our strength. We promise “a helpful smile in every aisle” and those smiles can only come from a workforce that is fully engaged and committed to supporting our customers and each other.

Requirements

Must have the ability to solve practical problems; variety of variables with limited standardization; interpret instructions.
Be comfortable presenting in front of groups, coaching, and offering guidance to employees.
Ability to do arithmetic calculations involving fractions, decimals, and percentages.
Must be able to file, post, and mail materials; copy data from one record to another; interview to obtain basic information such as age, occupation, and number of children; guide people and provide basic direction.
High school or equivalent
Three to five years of retail or prior training experience.
Must be physically able to exert up to 50 pounds of force occasionally; exert up to 20 pounds of force frequently; and exert up to 10 pounds of force constantly to move objects.
Visual requirements include vision from less than 20 inches and more than 20 feet with or without correction.
Must be able to perform the following physical activities: Stooping, kneeling, reaching, standing, walking, lifting, grasping, feeling, talking, hearing, and repetitive motions.
Employment is contingent upon the successful completion of a pre employment drug screen.

Responsibilities

Provides prompt, efficient and friendly customer service by exhibiting caring, concern and patience in all customer interactions and treating customers as the most important people in the store
Smiles and greets customers in a friendly manner, whether the encounter takes place in the employee’s designated department or elsewhere in the store
Makes an effort to learn customers’ names and to address them by name whenever possible
Assists customers by: escorting them to the products they’re looking for securing products that are out of reach loading or unloading heavy items making note of and passing along customer suggestions or requests performing other tasks in every way possible to enhance the shopping experience.
Answers the telephone promptly and provides friendly, helpful service to customers who call
Trains new and existing employees on Welcome and Customer Service Training, the front end operations, including: register system, sacking procedures and also oversees the perimeter department training
Ensures adequate training in all areas in order to improve customer experiences
Organize and deliver assistant manager and department manager training programs
Attends staff and assistant manager meetings
Handles and satisfies compliments/complaints received by following up with the customer in the appropriate fashion
Reviews, tracks and reports results of customer experience and satisfaction surveys
Provides ideas and guidance to management on programs to use that will increase employee engagement
Works with management to offer training solutions to ensure employee success
Works with management to coordinate and facilitate online compliance and non-compliance training
Teaches employee ownership and explains store expectations and standards
Works with management to increase front end efficiencies
Maintains strict adherence to department and company guidelines related to personal hygiene and dress
Adheres to company policies and individual store guidelines
Reports to work when scheduled and on time
Coordinates and schedules training for employees
Attends company-wide department meetings
Coordinates/facilitates store’s community outreach programs
Performs other job related duties and special projects as required
Conducts tour of store for schools and civic organizations