Customer Service Lead

Pay Scale:
$20.70 - $25.40

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) Retirement Plan.