Cm Southlake Service Lead - Full-Time

H-E-B is one of the largest, independently owned food retailers in the nation operating over 400 stores throughout Texas and Mexico, with annual sales generating over $25 billion. Described by industry experts as a daring innovator and smart competitor, H-E-B has led the way with creative new concepts, outstanding service and a commitment to diversity in our workforce, workplace and marketplace. H-E-B offers a wealth of career opportunities to our 110,000+ Partners (employees), competitive compensation and benefits program and comprehensive training that lead to successful careers.

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 one 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.
As a Service Lead, you'll assist in leading a successful operation of the Front End. You'll train and coach to create a team environment where Partners work toward providing Customers consistently superior Customer Service.
Once you're eligible, you'll become an Owner in the company, so we're looking for commitment, hard work, and focus on quality and Customer service. 'Partner-owned' means our most important resources--People--drive the innovation, growth, and success that make H-E-B The Greatest Omnichannel Retailing Company.
We are looking for:

• experience in retail/customer service
• advanced customer service skills

What is the work?
Leadership:

• 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

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; 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

Compliance:

• 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

What is your background?

• Typically requires 1+ years of related experience, such as front end / customer service experience
• Must be 18 years of age or older
• Completion of required company training, including Lead Development training
• High school diploma or equivalent

Do you have what it takes to be a fit as a Central Market Service Lead?

• 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

Can you...

• 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
• Demonstrate the ability to lift up--to 45 lbs**

• While there may be exceptions, the measurements noted are generally defined as--Constantly: 5.5+ hours per 8-hour day; Frequently: 2.5 - 5.5 hours per 8-hour day; Occasionally: 0 - 2.5 hours per 8-hour day

** It is the responsibility of each individual Partner to never lift beyond his or her own safe lifting limit. If an item is too heavy to lift,
push or pull, and / or carry, the Partner must break the box down into lighter, smaller, more manageable components, or ask for assistance from another Partner or a manager.
10-2019