A Retail Customer Service Manager manages staff that provide customer service for a retail store. Assists staff as needed, or deals directly with customers. Implements policies with regard to store products and merchandise. Answers questions, resolves problems and complaints and approves refunds or exchanges for customers.
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.
Key Responsibilities & Essential Functions:
Store Lead Operations:
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 polices; escalates issues if needed Maintains standards in shrink, safety, inventory control, and sanitation The responsibilities and essential functions outlined above describe the general nature and level of work assigned to this position. This is not an exhaustive list of all duties, responsibilities, and skills required. Duties and responsibilities may be modified at any time based on business needs. Employees may be required to perform other job-related tasks as requested by their supervisor, subject to reasonable accommodations.
Qualifications & Key Requirements:
Age Requirement:
18+
Work Experience:
1+ years of retail / customer service experience Cashier experience
Knowledge/Skills/Abilities:
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
Education:
High school diploma or equivalent (associate's degree a plus)
Licenses/Certifications:
Completion of required company training
Physical Demands & Working Conditions:
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 The work environment characteristics described here are representative of those a Partner encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
