Hy-Vee Food Stores Customer Care Education Manager - Full Time in Sioux Falls, South Dakota

Job Title: Customer Care/Education Manager

Department: Grocery

General Function

As a Customer Care/Education Manager, this position will be responsible for training and providing educational resources to new and existing employees in a variety of areas including employee engagement, mentoring, employee ownership and the customer experience in order to improve customer service levels and overall employee performance. You will assist in monitoring overall service levels and communicate needs to Store Director and Managers. Additionally you will ensure a positive company image by providing courteous, friendly, and efficient customer service to customers and team members.

Reporting Relations

Accountable and Reports to: Store Director; Assistant Director; Store Operations, Perishables, Health Wellness Home; Managers of Store Operations, Perishables, Health Wellness Home; Human Resource Manager, Assistant Human Resource Manager

Direct Reports: None

Primary Duties and Responsibilities

  • Provides prompt, efficient and friendly customer service by exhibiting caring, concern and patience in all customer interactions and treating customers as the most important people in the store

  • Smiles and greets customers in a friendly manner, whether the encounter takes place in the employee’s designated department or elsewhere in the store

  • Makes an effort to learn customers’ names and to address them by name whenever possible

  • Assists customers by:

  • escorting them to the products they’re looking for

  • securing products that are out of reach

  • loading or unloading heavy items

  • making note of and passing along customer suggestions or requests

  • performing other tasks in every way possible to enhance the shopping experience.

  • Answers the telephone promptly and provides friendly, helpful service to customers who call

  • Trains new and existing employees on Welcome and Customer Service Training, the front end operations, including: register system, sacking procedures and also oversees the perimeter department training

  • Ensures adequate training in all areas in order to improve customer experiences

  • Organize and deliver assistant manager and department manager training programs

  • Attends staff and assistant manager meetings

  • Handles and satisfies compliments/complaints received by following up with the customer in the appropriate fashion

  • Reviews, tracks and reports results of customer experience and satisfaction surveys

  • Provides ideas and guidance to management on programs to use that will increase employee engagement

  • Works with management to offer training solutions to ensure employee success

  • Works with management to coordinate and facilitate online compliance and non-compliance training

  • Teaches employee ownership and explains store expectations and standards

  • Works with management to increase front end efficiencies

  • Maintains strict adherence to department and company guidelines related to personal hygiene and dress

  • Adheres to company policies and individual store guidelines

  • Reports to work when scheduled and on time

Secondary Duties and Responsibilities

  • Coordinates and schedules training for employees

  • Attends company-wide department meetings

  • Coordinates/facilitates store’s community outreach programs

  • Performs other job related duties and special projects as required

  • Conducts tour of store for schools and civic organizations

Supervisory Responsibilities

Instructs, assigns, and reviews work of others; Maintains standards

Education and Experience

High school or equivalent; Three to five years of retail or prior training experience

Knowledge, Skills, Abilities and Worker Characteristics

  • Must have the ability to solve practical problems; variety of variables with limited standardization; interpret instructions

  • Be comfortable presenting in front of groups, coaching, and offering guidance to employees

  • Ability to do arithmetic calculations involving fractions, decimals, and percentages

  • Must be able to file, post, and mail materials; copy data from one record to another; interview to obtain basic information such as age, occupation, and number of children; guide people and provide basic direction

Working Conditions

This position is frequently exposed to noise and occasionally exposed to temperature extremes and equipment movement hazards. This is a fast paced work environment with significant pressure to meet deadlines.

Equipment Used to Perform Job

Register system, Western Union, lottery machines, postage, UPS scales, fax machine, multi-line phone system

Physical Requirements

  • Must be physically able to exert up to 50 pounds of force occasionally; exert up to 20 pounds of force frequently; and exert up to 10 pounds of force constantly to move objects

  • Visual requirements include vision from less than 20 inches and more than 20 feet with or without correction

  • Must be able to perform the following physical activities: Stooping, kneeling, reaching, standing, walking, lifting, grasping, feeling, talking, hearing, and repetitive motions

Contacts

Deals with customers and the general public on a daily basis, and deals with Federal/State Governmental agencies monthly