Central Market (Dallas) Customer Service Lead - Full-time

Job Summary: 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.

Key Responsibilities & Essential Functions:

• 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

Employees may be required to perform other job-related tasks as requested by their supervisor, subject to reasonable accommodations.

Qualifications & Key Requirements:

• 1+ years Related experience, such as front end / customer service experience - Required

• 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

• HS Diploma or GED or equivalent - Required

• Completion of required company training, including Lead Development training - Required

• 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.

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: 10/1/2019