Customer Service Leader - Training & Ops Coach

H-E-B; Mexia (TX); On-site; USD 42,000 - 62,000; Full time

Job summary

H-E-B is seeking a Service Lead to help run the Central Checkout operation, coach a team of Partners, and deliver consistently superior customer service. You will supervise staff, handle front-end goals, and assist in cash handling and daily operations in a fast-paced retail environment.

The role requires strong communication, planning, and leadership abilities, with the flexibility to step in for the Department Manager when needed and address customer and partner concerns promptly.

Qualifications

• Advanced customer service skills
• Strong planning, organization, and time-management skills
• Excellent verbal and written communication
• Interpersonal skills with customers and Partners
• Conflict resolution and influencing abilities
• Strong decision-making skills
• Ability to coach and build relationships
• Ability to communicate with customers and Partners at all levels
• Ability to read and interpret safety rules, operating instructions, and manuals
• Proven ability to write routine reports and correspondence

Responsibilities

• Lead operations for Central Checkout and supervise department staff
• Provide training and coaching to Partners to deliver superior customer service
• Manage front-end metrics, staffing, and daily performance goals
• Troubleshoot POS, coupons, self-checkout, and eComm issues; escalate when needed
• Ensure compliance with SOPs and safety, shrink, and inventory controls
• Handle customer questions, assist with selections, and resolve issues
• Oversee cash handling and financial transactions like overrides
• Monitor merchandising and implement effective upsell opportunities
• Perform as backup to Department Manager when required
• Conduct roll calls and on-the-spot coaching to improve performance

Skills

Customer service

Time management

Verbal communication

Written communication

Interpersonal skills

Conflict resolution

Decision making

Coaching

Relationship building

Multi-tasking

Education

High school diploma

Job description

H-E-B is seeking a Service Lead to help run the Central Checkout operation, coach a team of Partners, and deliver consistently superior customer service. You will supervise staff, handle front-end goals, and assist in cash handling and daily operations in a fast-paced retail environment.

The role requires strong communication, planning, and leadership abilities, with the flexibility to step in for the Department Manager when needed and address customer and partner concerns promptly.