Frontline Service Lead & Team Coach

H-E-B; Austin (TX); On-site; USD 21,000 - 30,000; Full time

Job summary

H-E-B is seeking a Service Lead to help run a Front End operation and train Partners to deliver consistently superior Customer Service. You will lead in scheduling, inventory, and issue resolution to ensure smooth daily performance.

You’ll guide Partners, oversee cash handling, and maintain standards while coaching teams toward exceptional customer satisfaction in a fast-paced store environment.

Qualifications

• HS Diploma or GED or equivalent.
• 18+ age requirement.
• 1+ years of related experience (front end / customer service).
• Advanced customer service skills and strong communication.

Responsibilities

• May serve as backup to department manager Service Manager
• Provides work direction and training to other Partners, including other Service Leads
• Oversees Partners in the department; including Cashiers, Baggers, Parking Lot Attendants, Bookkeepers, and Information Center desk Partners
• May assist the Service Manager writing and approving schedules for Service Partners
• 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 as needed
• Troubleshoots equipment / technology; escalates to appropriate Partner as needed
• Performs duties of Service Partners frequently
• Coaches Partners in the moment and long-term; monitors performance related to goals, standards, and expectations
• Facilitates / reinforces training
• 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 Responsible for ensuring total customer satisfaction.
• Mediation of partner concerns/conflicts to achieve a successful and equitable conclusion.
• Processes customer transactions of goods and services
• Complies with departmental and Store SOPs; ensures other Partners comply as well
• Monitors / enforces CM standards and polices; escalates issues if needed
• Maintains standards in shrink, safety, inventory control, and sanitation

Skills

Customer service

Planning & organization

Communication

Conflict resolution

Decision making

Coaching

Relationship building

Verbal & written communication

Reading documents

Reporting

Education

HS Diploma or GED or equivalent

Job description

H-E-B is seeking a Service Lead to help run a Front End operation and train Partners to deliver consistently superior Customer Service. You will lead in scheduling, inventory, and issue resolution to ensure smooth daily performance.

You’ll guide Partners, oversee cash handling, and maintain standards while coaching teams toward exceptional customer satisfaction in a fast-paced store environment.