The posting
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
