Front End Service Lead: Customer Experience & Ops Coach

H-E-B; Round Rock (TX); On-site; USD 21,000 - 28,000; Full time

Job summary

H-E-B in Round Rock, TX is seeking a Service Lead to help run the Central Checkout Department and coach Partners toward delivering superior customer service. You’ll train staff, supervise daily operations, and ensure smooth customer flow while meeting performance goals.

Responsibilities include back-up to department manager, directing staff, handling transactions, optimizing staffing, and maintaining checkout-related inventory. Strong communication and coaching skills are essential.

Qualifications

• Retail/customer service experience required.
• High school diploma or equivalent; associate degree a plus.
• Cashier experience and ability to handle transactions.
• Ability to coach and supervise others.

Responsibilities

• Back up to department manager as needed.
• 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.).
• Performs WGO walk to set up department in absence of Department Manager or Service Admin; observes / assesses conditions; reports to Manager and / or coaches Partners on the spot if necessary
• Troubleshoots equipment / technology (e.g., POS, coupons, self-checkout, eComm); escalates to Help Desk as needed
• Monitors front-end selling metrics and daily goals (e.g., impulse items, WOW); encourages effective merchandising
• Performs duties of Service Partners frequently
• Coaches Partners in the moment and long-term; monitors performance related to goals, standards, and expectations (e.g., hospitality, IPMs, BOB)
• Facilitates / reinforces training from Partner Learning
• Trains on suggestive selling techniques to meet customer needs and build sales
• Reinforces positive behavior
• Addresses Partner concerns (on the spot); elevates as needed
• Answers customer questions regarding products and assists them with selections; helps customers locate store merchandise
• Accurately identifies and responds to customer needs
• 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

Customer service

Communication skills

Conflict resolution

Coaching

Relationship building

Time management

Interpersonal skills

Education

High school diploma or equivalent

Job description

H-E-B in Round Rock, TX is seeking a Service Lead to help run the Central Checkout Department and coach Partners toward delivering superior customer service. You’ll train staff, supervise daily operations, and ensure smooth customer flow while meeting performance goals.

Responsibilities include back-up to department manager, directing staff, handling transactions, optimizing staffing, and maintaining checkout-related inventory. Strong communication and coaching skills are essential.