Customer Service Lead - Front End & SCO

vallartasupermarkets; Duarte (CA); On-site; USD 29,000 - 35,000; Full time

Benefits offered by this job

Health plan

Dental and Vision

Life Insurance

401(k)

Paid vacation

Legal services

Paid sick time

Holiday premium pay

Scholarship opportunities

Savings marketplace

Job summary

Vallarta Supermarkets in Duarte, CA is seeking a Customer Service Lead to supervise cashiers and SCO attendants, coach staff, and ensure laser focus on extraordinary customer service in a fast-paced environment.

You’ll mentor team members on customer engagement, service recovery, and promotions, while resolving complaints and ensuring register accuracy and SCO performance. Prior cashiering/retail front-end experience preferred. English proficiency required.

Qualifications

• Prior cashiering or retail front-end experience required.
• Strong leadership, coaching, and communication abilities.
• Ability to conduct training sessions and mentor team members.
• Knowledge of front-end operations, compliance, and safety.
• Ability to perform basic math calculations.
• Basic proficiency with Microsoft Word, Excel, and Outlook.
• High School Diploma or GED preferred.
• Must be able to speak, read, write, and understand English.
• Willingness to transfer to other store locations within a reasonable commute.
• Must be legally authorized to work in the U.S.

Responsibilities

• Smile, greet, and model Vallarta’s Nuestra CASA pledge of extraordinary service.
• Supervise and support cashiers, courtesy clerks, SCO attendants, and janitorial staff.
• Mentor team members in customer engagement, service recovery, and promotions (UNO MAS program).
• Provide de-escalation and resolution for customer complaints.
• Monitor SCO lanes: greet customers, provide assistance, and educate them on SCO use.
• Ensure register accuracy, security, and productivity, including SCO troubleshooting.
• Troubleshoot traditional register issues and elevate to IT when needed.
• Oversee compliance with health, safety, and food safety regulations.
• Monitor cart collection, parking lot safety, and bottom-of-the-basket (BOB) checks.
• Support scheduling, rest/meal period compliance, dress code adherence, and daily front-end readiness.
• Handle refunds, overrides, change requests, and approvals per company policy.
• Maintain reports and communicate with SCO or register discrepancies with AP and management.
• Provide bagging or carry-out assistance when needed.
• Perform other duties as assigned.

Job description

Vallarta Supermarkets in Duarte, CA is seeking a Customer Service Lead to supervise cashiers and SCO attendants, coach staff, and ensure laser focus on extraordinary customer service in a fast-paced environment.

You’ll mentor team members on customer engagement, service recovery, and promotions, while resolving complaints and ensuring register accuracy and SCO performance. Prior cashiering/retail front-end experience preferred. English proficiency required.