Job Description

Bay City Service - Service Lead - Part-Time

Pay $16.50 / hour

Location Bay City/Texas

Employment type Other

Job Description

• Req#: 83237

Overview

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.

Job Description

H-E-B needs energetic and motivated Partners willing to work hard and have fun while providing superior customer service. No matter what background you bring, or where you are in your career, we welcome you to join our community where People come first. 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. 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.

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, etc.) 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

Training / Coaching

• 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

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
• Processes customer transactions of goods and services

Compliance

• 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

Minimum Requirements

• Minimum age 18 (mandatory)
• High school diploma or equivalent (associate's degree a plus)
• 1+ years of retail / customer service experience
• Cashier experience
• 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 Requirements

• 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

About the company

H-E-B is headquartered in San Antonio, Texas. Founded in 1905, H-E-B operates more than 400 stores in a number of formats, including superstores, supermarkets and gourmet markets.

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