Central Market (Plano) Customer Service Lead CM - Full time

H-E-B, L.P.•Plano, TX

6d•Onsite

About The Position

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 - Try a sumptuous selection of everything edible, for starters. 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 and is a place to exchange goods, services, and ideas for those really into food.

Requirements

Age Requirement: 18+
Work Experience: Typically requires 1+ years of related experience, such as front end / customer service experience
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
HS Diploma or GED or equivalent
Completion of required company training, including Lead Development training

Responsibilities

Assist in leading a successful operation of the Front End.
Train and coach to create a team environment where Partners work toward providing Customers consistently superior Customer Service.
Serve as backup to department manager Service Manager.
Provide work direction and training to other Partners, including other Service Leads.
Oversee Partners in the department; including Cashiers, Baggers, Parking Lot Attendants, Bookkeepers, and Information Center desk Partners.
Assist the Service Manager writing and approving schedules for Service Partners.
Approve financial transactions (e.g., overrides, opening / closing suspended orders).
Manage traffic flow / customer throughput; relay / monitor expectations related to daily performance goals.
Track / anticipate high-sales times to ensure proper staffing, including lunch / break times.
Maintain Service-related inventory as needed.
Troubleshoot equipment / technology; escalate to appropriate Partner as needed.
Perform duties of Service Partners frequently.
Coach Partners in the moment and long-term; monitor performance related to goals, standards, and expectations.
Facilitate / reinforce training.
Reinforce positive behavior.
Address Partner concerns (on the spot); elevate as needed.
Answer customer questions regarding products and assist them with selections; help customers locate store merchandise.
Accurately identify and respond to customer needs.
Model / coach on superior customer service; address customer concerns; serve as point of escalation to resolve issues.
Ensure total customer satisfaction.
Mediate partner concerns/conflicts to achieve a successful and equitable conclusion.
Process customer transactions of goods and services.
Comply with departmental and Store SOPs; ensure other Partners comply as well.
Monitor / enforce CM standards and polices; escalate issues if needed.
Maintain standards in shrink, safety, inventory control, and sanitation.