Customer Experience Front End Lead

H-E-B; Stephenville (TX); On-site; USD 36,000 - 56,000; Full time

Job summary

H-E-B in Stephenville, TX is seeking a Service Lead to help operate the Central Checkout Department efficiently. You will train and coach Partners to foster a collaborative team environment focused on delivering consistently superior Customer Service to Customers.

The role involves supervising staff, managing transactions, monitoring performance metrics, and ensuring compliance with store standards. Previous retail leadership preferred.

Qualifications

• 18+ years of age or older.
• 1+ years of retail / customer service experience.
• Cashier experience.
• High school diploma or equivalent (associate's degree a plus).

Responsibilities

• May serve as backup to department manager.
• Provides work direction and training to other Partners.
• Directly supervises employees in the department.
• 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 (e.g., wrap, bags, cart maintenance, etc.).
• Coaches Partners in the moment and long-term; monitors performance related to goals, standards, and expectations.
• Answers customer questions regarding products and assists them with selections; helps customers locate store merchandise.
• Models / coaches on superior customer service; addresses customer concerns; serves as point of escalation to resolve issues.
• Processes customer transactions of goods and services.
• Complies with departmental and Store SOPs; ensures other Partners comply as well.
• Monitors / enforces H-E-B standards and polices; escalates issues if needed.
• Maintains standards in shrink, safety, inventory control, and sanitation.

Skills

Advanced customer service

Planning & organization

Time-management

Verbal & written communication

Interpersonal skills

Conflict resolution

Decision-making

Coaching

Relationship building

Education

High school diploma or equivalent

Job description

H-E-B in Stephenville, TX is seeking a Service Lead to help operate the Central Checkout Department efficiently. You will train and coach Partners to foster a collaborative team environment focused on delivering consistently superior Customer Service to Customers.

The role involves supervising staff, managing transactions, monitoring performance metrics, and ensuring compliance with store standards. Previous retail leadership preferred.