Central Market (Plano) Customer Service Lead CM - Full time

Overview: Central Market is a specialty grocery that started in Austin, Texas in 1994, and has grown to multiple locations across the state. What makes Central Market one of the freshest markets in the country - Try a sumptuous selection of everything edible, for starters. We go straight to the source to bring you the finest food and drink the world has to offer. With hundreds of cheeses, thousands of wines, acres of produce, and aisles of experts, Central Market is a foodie’s wonderland. Our commitment beyond the plate is another reason we’re a cut above. We believe food is a way of uniting families and communities, of preserving cultures, and of starting new traditions. Each of our stores is a market in the truest sense and is a place to exchange goods, services, and ideas for those really into food.

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:

Age Requirement:

18+

Work Experience:

Typically requires 1+ years of related experience, such as front end / customer service 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:

HS Diploma or GED or equivalent

Licenses/Certifications:

Completion of required company training, including Lead Development training

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