Customer Service Operations Lead

2 weeks ago

Frisco Texas, United States HEB Full time

Key Responsibilities:
H-E-B is seeking enthusiastic and driven Partners who are ready to engage in a rewarding work environment while delivering exceptional customer service.

Regardless of your background or career stage, we invite you to become part of our community where our People are our priority.

As a Service Lead, you will play a crucial role in the effective management of the Central Checkout Department. Your responsibilities will include training and mentoring team members to foster a collaborative atmosphere focused on delivering outstanding service to our Customers.


Upon meeting eligibility criteria, you will have the opportunity to become an Owner in the company, which reflects our commitment to hard work, quality, and customer satisfaction.

'Partner-owned' signifies that our most valuable asset—our People—drive the innovation, growth, and success that establish H-E-B as a leader in omnichannel retailing.

Do you possess:
HEART FOR PEOPLE... a dedication to prioritizing your Customers and Partners?

HEAD FOR BUSINESS... the capability to train your team in delivering top-notch customer service?

PASSION FOR RESULTS... the skill to navigate various situations in a dynamic environment?

We are looking for:
- experience in retail or customer service

- advanced customer service capabilities

What does the role entail?

Store Lead Operations:

  • May act as a substitute for the department manager
  • Provides guidance and training to fellow Partners
  • Directly oversees team members within the department
  • Authorizes financial transactions (e.g., overrides, managing suspended orders)
  • Manages customer flow and throughput; communicates and monitors expectations related to daily performance objectives
  • Anticipates peak sales periods to ensure adequate staffing, including during breaks
  • Maintains service-related inventory (e.g., bags, cart upkeep) as necessary
  • Conducts department setup in the absence of the Department Manager or Service Administrator; evaluates conditions; reports to Manager and/or provides on-the-spot coaching to Partners if needed
  • Troubleshoots equipment and technology issues (e.g., POS systems, self-checkout); escalates to Help Desk as required
  • Monitors sales metrics and daily targets (e.g., impulse items); promotes effective merchandising
  • Frequently performs duties of Service Partners

Training and Coaching:

  • Provides real-time coaching and long-term guidance; evaluates performance against goals, standards, and expectations (e.g., hospitality, IPMs, BOB)
  • Facilitates and reinforces training from Partner Learning
  • Educates on suggestive selling techniques to meet customer needs and enhance sales
  • Encourages positive behavior
  • Addresses Partner concerns promptly; escalates as necessary

Customer Service and Cash Handling:

  • Assists customers with inquiries regarding products and helps them with selections; aids customers in locating merchandise
  • Accurately identifies and addresses customer needs
  • Models and coaches on superior customer service; addresses customer issues; serves as a point of escalation for problem resolution
  • Processes customer transactions for goods and services

Compliance:

  • Adheres to departmental and Store SOPs; ensures compliance among Partners
  • Monitors and enforces H-E-B standards and policies; escalates issues as needed
  • Maintains standards in shrink, safety, inventory control, and sanitation
What is your background?

  • Minimum age of 18 (mandatory)
  • High school diploma or equivalent (associate's degree preferred)
  • 1+ years of experience in retail or customer service
  • Cash handling experience
  • Completion of required company training
Do you have what it takes to excel as an H-E-B Service Lead?

  • Advanced customer service skills
  • Strong planning, organization, and time management abilities
  • Excellent verbal and written communication skills
  • Conflict resolution and influencing capabilities
  • Decision-making proficiency
  • Ability to coach effectively
  • Skill in building relationships
  • Capacity to communicate effectively with customers and Partners at all levels
  • Ability to read and interpret safety rules, operating instructions, and procedure manuals
  • Competence in writing routine reports and correspondence
Can you...

  • Operate in a fast-paced retail environment while performing detailed tasks
  • Engage with customers attentively while maintaining composure in high-pressure situations
  • Work extended hours; sit or stand for prolonged periods
  • Regularly lift and carry items as needed
  • Stand, walk, bend, reach, kneel, squat, and stretch throughout your shift

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