Customer Service Lead FT at Vallarta Supermarkets in Duarte, CA

Job description

• The Customer Service Lead supports the Front-End and Self-Checkout (SCO) areas by overseeing cashiers, courtesy clerks, janitors, and sabores demonstrators to ensure exceptional service and smooth daily operations. This role serves as a frontline leader, assisting with training, coaching, and resolving customer concerns, while ensuring compliance with Vallarta’s standards and policies.
• At Vallarta Supermarkets, we believe our culture drives execution. If you’re dependable, motivated, and excited to grow in customer service leadership, we invite you to apply today to join our team as a Customer Service Lead!

Responsibilities

• Smile, greet, and model Vallarta’s Nuestra CASA pledge of extraordinary service.
• Supervise and support cashiers, courtesy clerks, SCO attendants, and janitorial staff.
• Mentor team members in customer engagement, service recovery, and promotions (UNO MAS program).
• Provide de-escalation and resolution for customer complaints.
• Monitor SCO lanes: greet customers, provide assistance, and educate them on SCO use.
• Ensure register accuracy, security, and productivity, including SCO troubleshooting.
• Troubleshoot traditional register issues and escalate to IT when needed.
• Oversee compliance with health, safety, and food safety regulations.
• Monitor cart collection, parking lot safety, and bottom-of-the-basket (BOB) checks.
• Support scheduling, rest/meal period compliance, dress code adherence, and daily front-end readiness.
• Handle refunds, overrides, change requests, and approvals per company policy.
• Maintain reports and communicate with SCO or register discrepancies with AP and management.
• Provide bagging or carry-out assistance when needed.
• Perform other duties as assigned.

Requirements

• Friendly, courteous personality with strong customer service skills.
• Prior cashiering or retail front-end experience required.
• Strong leadership, coaching, and communication abilities.
• Ability to conduct training sessions and mentor team members.
• Knowledge of front-end operations, compliance, and safety.
• Ability to perform basic math calculations.
• Basic proficiency with Microsoft Word, Excel, and Outlook.
• High School Diploma or GED preferred.
• Must be able to speak, read, write, and understand English.
• Willingness to transfer to other store locations within a reasonable commute.
• Must be legally authorized to work in the U.S.

Skills

Required

• Friendly, courteous personality
• Strong customer service skills
• Leadership
• Coaching
• Communication
• Team-oriented
• Microsoft Word
• Microsoft Excel
• Microsoft Outlook
• Basic math calculations

Benefits

• Full-Time Team Members
• Health medical plan: $25/week, plus free dental & vision.
• Free $25,000 Basic Life and AD&D Insurance.
• 401(k) Retirement Plan.
• Paid vacation.
• Access to legal services.
• Part-Time & Full-Time Benefits
• Paid sick time.
• Premium pay for holidays.
• Scholarship opportunities.
• Savings marketplace & credit union membership.
• Recognition programs (birthdays, years of service, spirit days, etc.).
• $20.70 - $25.40