Customer Service Manager

Title: Customer Service Manager

Classification: Non-Exempt Reports To: Store Director pay Range: $19.90 - $20.95 The compensation range provided is in compliance with state-specific laws. Factors that may be used to determine your actual rate of pay include your specific skills, years of experience, and other factors. Position Summary
A Customer Service Manager assigned at the Self-Checkout (SCO), is the ambassador for Self-checkout. They are friendly, outgoing, high-energy, observant and assist customers in the processing transaction through the SCO lanes. Providing extraordinary customer service to ensure a positive experience and drive customer loyalty. When not assigned to the SCO lanes, he/she will perform duties at the front end. Will supervise and direct all front-end activities and operations to ensure that the needs of our customers are being satisfied. DUTIES: CSM (SCO Lane) Provides extraordinary customer service, through practicing the following rules: · Maintaining a high energy, positive and outgoing personality · Greet customers with a welcoming smile as they approach the SCO lanes. · Moving to the outside of the self-checkout area, when possible, to invite customers to use the SCO lanes. · Educating customers on the correct and efficient use of a SCO lane, providing encouragement where applicable · Communicating the benefits of the SCO lanes · Sincerely thank every customer those shops at the SCO lanes Maintains excellent productivity levels by: · Observing the activities of a customer and anticipating a customer's needs before issues arise. · Assisting customers when required to process all purchase transactions in a timeland efficient manner. Maintains register security by: · Observing customers and transactions ensuring all products are properly recorded. Practice "The customer is always right" and never argue or say no to a customer, instead listen attentively and seek to resolve the customer's concern or contact a manager for assistance. DUTIES: (Front End) · Exhibit leadership and act as an example for team members and customers, while helping to develop and maintain a customer service team, by supporting and coaching team members in providing extraordinary customer service. · Engage with customers smile, greet, and extend a sincere gratitude for shopping at Vallarta. · Handling face to face inquiries from customers and finding ways to improve customer.service satisfaction. · Plan, direct and control front end operations; support management in ensuring that cashiers and courtesy clerks are abiding by all rules, and company policies. · Assists the store director in writing work schedules as directed by the store director. · Coordinates rest and meal periods according to state laws and company policies · Monitors dress code compliance · Ensure customers are assisted with carry our service upon request. · Monitor bottom of the baskets (BOB) and tape program · Supervise Courtesy Clerks working the parking lot by walking the entire parking lot every 30 minutes. · Inform store management of equipment, pricing, or scanning problems immediately. · Assist management in ensuring that the front end is ready to open for the next business day. · Assist cashiers with customer transactions or returns requiring supervisory approvals or overrides according to company policy. · Approve customer checks according to company policy. · Handle change requests, loans, and pick-ups, refunds and overrides as needed according to company policy. · Comply with keys and red card policy; not to be shared or handed to any other team member. · Monitor and comply with the Gleason Inspecting Program at all times, all inspections must be completed accordingly. · Follow and promote company safety policies, monitor team members using safety equipment. · Correct unsafe acts by team members and or unsafe conditions and equipment immediately. · Report team member injuries, incidents, or employee complaints of violation of company policy immediately to appropriate management · Follow all health code regulations ensuring the highest standards of food safety, personal hygiene, and sanitation are practiced. · Keep key personnel advised of whereabouts at all times. · Cashiering and bagging groceries as needed. · Abide by all store rules and company policies as stated in company's Employee Handbook · Contact your store director regarding any questions, problems, or concerns. · Other duties as assigned. Knowledge and Skills:
Basic understand of English language: reading, writing, and speaking. Must exhibit a responsible, professional, and positive attitude towards the job. Ability to perform math calculations related to the job. Basic operational use of standard office equipment (i.e., computer, printer/copier) Basic proficiency with Microsoft Office Suite products (i.e., Word, Excel, Outlook) Must be able to work a flexible work schedule including weekends and holidays. Must be able to transfer to other locations within a reasonable commute of home store. Experience & Education:
Minimum of a High School Diploma or GED equivalent Prior experience as a cashier in a retail environment Physical Demands:
Will be required to spend long hours sitting using office equipment and computers. May also have to do some light lifting of supplies and materials from time to time. Expressing or exchanging ideas by means of the spoken work to impart oral information to team members and to convey detailed spoken instructions to other team members accurately, clearly, or quickly. Position Type/Expected Hours of Work
This is a non-exempt level position; Monday – Friday, 8:00am – 5:00pm (ON-SITE); schedule would be based on business necessity. Must be willing to work; morning, night, weekends, and holidays based on business necessity and coordinated through the reporting supervisor. This job description is not intended to be all-inclusive, and employees may perform other duties as directed. All employees are expected to perform any reasonable task or request that is consistent with fulfilling company goals and objectives.
Vallarta Supermarkets is an Equal Opportunity Employer committed to inclusion and diversity. We welcome people of different backgrounds, experiences, abilities, and perspectives and will consider all qualified applicants for employment in accordance with all state, local, and federal laws. Vallarta Supermarkets participates in the E-verify program. About Vallarta Supermarkets: As of 2022, Vallarta counts on 53 stores throughout California (Ventura, Los Angeles, San Bernardino, Riverside, Kern, San Diego, Santa Barbara, Tulare, Orange, and Fresno counties), and more than 8,000 team members. The Gonzalez family promises to continue to strive for excellence in everything we do so that our valued customers always have a Vallarta supermarket to call their own.From one small carnicería in Van Nuys in 1985 to 53 full-service markets across California, Vallarta Supermarkets is a living, breathing tribute to the hard work and customer dedication of our founding family and all of our valued employees.Vallarta Supermarkets was founded by Enrique Gonzalez Sr., who was later joined in the business by his four brothers, his son and nephew. Their family roots and humble origins began in the tiny town of Jalostotitlán, Jalisco, Mexico, where Enrique and his brothers were raised on a meager farm. Their parents instilled in them at very young ages the importance of family and the power of a strong work ethic to overcome challenges.When the opportunity arose to immigrate in the 1960's, the Gonzalez family was thankful to stake their claim in the "land of opportunity," the United States of America. Right away, the five brothers got to work in restaurants, either as short-order cooks or bussing tables. Even though some of the brothers were still in school, they all worked to help the family make ends meet.In 1985, Enrique Gonzalez Sr. began his journey in the grocery business when he opened Carniceria Vallarta in a 1,000 sq. ft market in Van Nuys, CA. He focused on selling the traditional cuts of meats popular in his native Mexico with an emphasis on unequaled quality and the friendliest of customer service. He soon expanded the business to a second location and brought his four brothers into the business. From there the adventure truly began, as they worked together as a family to build both a reputation for excellence and a successful business.The Gonzalez brothers believed that the key to Vallarta's success would be to combine elevated customer service with the highest quality products to serve the growing Hispanic community whose needs may not be addressed by big chain stores.That's why, from the beginning, Vallarta Supermarkets offered a wider variety of the freshest, traditional foods from Mexico, and Central and South America than any other store. They offered specialty and traditional items customers couldn't find anywhere else: cut-to-order Latin-style meats (ranchera, diesmillo, lomo de res), spices, fresh fruit and produce, delicious prepared foods, pan dulce made daily, plus everything else you would expect from a traditional grocery store. Fast forward to today where Vallarta has expanded its offerings to include a juice and aquas frescas bar, tortilleria, bakery (panaderia), a cevicheria and more.