LaGrange Service

Responsibilities: 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. Do you have a:HEART FOR PEOPLE... commitment to ensure your Customers and Partners come first?HEAD FOR BUSINESS... skills to train your team to provide first-class customer service?PASSION FOR RESULTS... ability to handle any kind of situation in a fast-paced environment? We are looking for: experience in retail / customer serviceadvanced customer service skillsWhat is the work?Store Lead Operations: May serve as backup to department managerProvides work direction and training to other PartnersDirectly supervises employees in the departmentApproves financial transactions (e.g., overrides, opening / closing suspended orders)Manages traffic flow / customer throughput; relays / monitors expectations related to daily performance goalsTracks / anticipates high-sales times to ensure proper staffing, including lunch / break timesMaintains Service-related inventory (e.g., wrap, bags, cart maintenance, etc.) as neededPerforms 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 necessaryTroubleshoots equipment / technology (e.g., POS, coupons, self-checkout, eComm); escalates to Help Desk as neededMonitors front-end selling metrics and daily goals (e.g., impulse items, WOW); encourages effective merchandisingPerforms duties of Service Partners frequentlyTraining / 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 LearningTrains on suggestive selling techniques to meet customer needs and build salesReinforces positive behaviorAddresses Partner concerns (on the spot); elevates as neededCustomer Service / Cash-Handling: Answers customer questions regarding products and assists them with selections; helps customers locate store merchandiseAccurately identifies and responds to customer needsModels / coaches on superior customer service; addresses customer concerns; serves as point of escalation to resolve issuesProcesses customer transactions of goods and servicesCompliance: Complies with departmental and Store SOPs; ensures other Partners comply as wellMonitors / enforces H-E-B standards and polices; escalates issues if needed Maintains standards in shrink, safety, inventory control, and sanitationWhat is your background? Minimum age 18 (mandatory)High school diploma or equivalent (associate's degree a plus)1+ years of retail / customer service experienceCashier experienceCompletion of required company trainingDo you have what it takes to be a fit as an H-E-B Service Lead? Advanced customer service skillsStrong planning, organization, and time-management skillsStrong verbal / written communication and interpersonal skillsConflict resolution and influencing skillsDecision-making skillsAbility to coachAbility to build relationshipsAbility to communicate with / speak effectively to customers and Partners at all levelsAbility to read and interpret documents such as safety rules, operating / maintenance instructions, and procedure manualsAbility to write routine reports and correspondenceCan you... Function in a fast-paced, retail, office environment while performing detailed and precise tasksWork with customers, staying attentive to their needs, yet maintaining composure in high-stress situationsWork extended hours; sit or stand for extended periodsRegularly lift / carry lbs Stand, walk, bend, reach, kneel, squat, and reach overhead and side to side throughout a shift04-2019

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