Job Details

Responsibilities

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

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:

Work Experience:

1+ years Related experience, such as front end / customer service 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:

HS Diploma or GED or equivalent - Required

Licenses/Certifications:

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

Physical Demands & Working Conditions:

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