Central Market (Southlake) Customer Service Lead - Full-Time
About The Position
Central Market is a specialty grocery store that originated in Austin, Texas in 1994 and has since expanded to multiple locations across the state. It is known for offering a wide selection of high-quality food and drink, including cheeses, wines, and produce, aiming to be a 'foodie's wonderland'. The company emphasizes food as a means of uniting families and communities, preserving cultures, and starting new traditions, with each store serving as a market for exchanging goods, services, and ideas. As a Service Lead, you will play a crucial role in assisting with the successful operation of the Front End, focusing on training and coaching Partners to foster a team environment dedicated to providing consistently superior Customer Service.
Requirements
- 1+ years 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
- May serve as backup to department manager Service 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
- Performs duties of Service Partners frequently
- 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
- 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
- Responsible for ensuring total customer satisfaction
- Mediation of partner concerns/conflicts to achieve a successful and equitable conclusion
- Processes customer transactions of goods and services
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
