Customer Service Lead FT

Pay Scale: 

19.25 - $24.45

Join the Vallarta Supermarkets Family! 

At Vallarta Supermarkets, we’re more than just a grocery store, we’re a vibrant part of the communities we serve. We’re seeking friendly, service-oriented individuals who take pride in delivering extraordinary customer experiences and thrive in a fast-paced, festive environment. If you’re passionate about fresh, quality baked goods and love making people smile, we’d love to meet you! 

About the Role 

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. 

What You’ll Do 

• 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. 

Physical Requirements 

• Stand and walk constantly (6–8 hours/day). 

• Frequently bend neck/waist, squat, twist, and reach above/below shoulders. 

• Frequent use of hands for grasping, pushing/pulling, and fine manipulation. 

• Lift and carry up to 25 lbs. frequently and up to 40 lbs. occasionally. 

• Heaviest item required to carry: 40 lbs. (bag of dog food). 

• Use buddy system for moving full pallets with manual pallet jacks. 

• May be required to perform tasks at elevated levels (placing or retrieving items). 

• May be exposed to dust, gas, fumes, noise, and temperature/humidity changes. 

What We’re Looking For 

• 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. 

Work Environment 

• Fast-paced retail front-end and SCO environment with direct customer interaction. 

• Exposure to perishable products and changing conditions. 

• Team-oriented, collaborative workplace. 

• Must work flexible schedule: afternoons, evenings, weekends, and holidays. 

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)