Prosper Service - Service Lead - Part time

Job Summary: 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

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 Retail / customer service experience - Required
• Cashier experience - Required

Knowledge/Skills/Abilities:

• Advanced customer service skills - Required
• Strong planning, organization, and time-management skills - Required
• Strong verbal / written communication and interpersonal skills - Required
• Conflict resolution and influencing skills - Required
• Decision-making skills - Required
• Ability to coach - Required
• Ability to build relationships - Required
• Ability to communicate with / speak effectively to customers and Partners at all levels - Required
• Ability to read and interpret documents such as safety rules, operating / maintenance instructions, and procedure manuals - Required
• Ability to write routine reports and correspondence - Required

Education:

• Associate’s Degree - Preferred
• HS Diploma or GED or equivalent - Required

Licenses/Certifications:

• Completion of required company training - Required

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.

Last revised: 4/1/2019