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Customer Service Manager

4 months ago

Valencia, United States Vallarta Supermarkets Full time

**Title**:Customer Service Manager

**Classification**:Non-Exempt

**Reports To**:Store Director

**pay Range**: $19.90 - $20.95

The compensation range provided is in compliance with state-specific laws. Factors that may be used to determine your actual rate of pay include your specific skills, years of experience, and other factors.

**Position Summary**

A Customer Service Manager assigned at the Self-Checkout (SCO), is the ambassador for Self-checkout. They are friendly, outgoing, high-energy, observant and assist customers in the processing transaction through the SCO lanes. Providing extraordinary customer service to ensure a positive experience and drive customer loyalty. When not assigned to the SCO lanes, he/she will perform duties at the front end. Will supervise and direct all front-end activities and operations to ensure that the needs of our customers are being satisfied.

DUTIES: CSM (SCO Lane)

Provides extraordinary customer service, through practicing the following rules:

- Maintaining a high energy, positive and outgoing personality
- Greet customers with a welcoming smile as they approach the SCO lanes.
- Moving to the outside of the self-checkout area, when possible, to invite customers to use the SCO lanes.
- Educating customers on the correct and efficient use of a SCO lane, providing encouragement where applicable
- Communicating the benefits of the SCO lanes
- Sincerely thank every customer those shops at the SCO lanes

Maintains excellent productivity levels by:

- Observing the activities of a customer and anticipating a customer’s needs before issues arise.
- Assisting customers when required to process all purchase transactions in a timeland efficient manner.

Maintains register security by:

- Observing customers and transactions ensuring all products are properly recorded.

Practice “The customer is always right” and never argue or say no to a customer, instead listen attentively and seek to resolve the customer’s concern or contact a manager for assistance.

DUTIES: (Front End)
- Exhibit leadership and act as an example for team members and customers, while helping to develop and maintain a customer service team, by supporting and coaching team members in providing extraordinary customer service.
- Engage with customers smile, greet, and extend a sincere gratitude for shopping at Vallarta.
- Handling face to face inquiries from customers and finding ways to improve customer.service satisfaction.
- Plan, direct and control front end operations; support management in ensuring that cashiers and courtesy clerks are abiding by all rules, and company policies.
- Assists the store director in writing work schedules as directed by the store director.
- Coordinates rest and meal periods according to state laws and company policies
- Monitors dress code compliance
- Ensure customers are assisted with carry our service upon request.
- Monitor bottom of the baskets (BOB) and tape program
- Supervise Courtesy Clerks working the parking lot by walking the entire parking lot every 30 minutes.
- Inform store management of equipment, pricing, or scanning problems immediately.
- Assist management in ensuring that the front end is ready to open for the next business day.
- Assist cashiers with customer transactions or returns requiring supervisory approvals or overrides according to company policy.
- Approve customer checks according to company policy.
- Handle change requests, loans, and pick-ups, refunds and overrides as needed according to company policy.
- Comply with keys and red card policy; not to be shared or handed to any other team member.
- Monitor and comply with the Gleason Inspecting Program at all times, all inspections must be completed accordingly.
- Follow and promote company safety policies, monitor team members using safety equipment.
- Correct unsafe acts by team members and or unsafe conditions and equipment immediately.
- Report team member injuries, incidents, or employee complaints of violation of company policy immediately to appropriate management
- Follow all health code regulations ensuring the highest standards of food safety, personal hygiene, and sanitation are practiced.
- Keep key personnel advised of whereabouts at all times.
- Cashiering and bagging groceries as needed.
- Abide by all store rules and company policies as stated in company’s Employee Handbook
- Contact your store director regarding any questions, problems, or concerns.
- Other duties as assigned.

**Knowledge and Skills**:

- Basic understand of English language: reading, writing, and speaking.
- Must exhibit a responsible, professional, and positive attitude towards the job.
- Ability to perform math calculations related to the job.
- Basic operational use of standard office equipment (i.e., computer, printer/copier)
- Basic proficiency with Microsoft Office Suite products (i.e., Word, Excel, Outlook)
- Must be able to work a flexible work schedule including weekends and holidays.
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