At Hy-Vee our people are our strength. We promise “a helpful smile in every aisle” and those smiles can only come from a workforce that is fully engaged and committed to supporting our customers and each other.

Job Description:

Job Title: Customer Care & Education Manager

Department: Grocery

FLSA: Non-Exempt

General Function

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. Assist in monitoring overall service levels and communicate needs to management team. Additionally, always maintaining a positive company image by providing courteous, friendly, and efficient customer service to customers and team members.

Core Competencies

PartnershipsGrowth mindsetResults orientedCustomer focusedProfessionalism

Reporting Relations

Accountable and Reports to: District Store Director, Store Manager, Assistant Managers of; Store Operations, Perishables, and Health Wellness Home; Customer Experience Director

Positions that Report to you: 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 storeSmiles and greets customers in a friendly manner, whether the encounter takes place in the employee’s designated department or elsewhere in the storeMakes an effort to learn customers’ names and to address them by name whenever possibleAssists customers by:escorting them to the products they’re looking forsecuring products that are out of reachloading or unloading heavy itemsmaking note of and passing along customer suggestions or requestsperforming other tasks in every way possible to enhance the shopping experience.Answers the telephone promptly and provides friendly, helpful service to customers who callTrains 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 trainingEnsures adequate training in all areas in order to improve customer experiencesOrganize and deliver assistant manager and department manager training programsAttends staff and assistant manager meetingsHandles and satisfies compliments/complaints received by following up with the customer in the appropriate fashionReviews, tracks and reports results of customer experience and satisfaction surveysProvides ideas and guidance to management on programs to use that will increase employee engagementWorks with management to offer training solutions to ensure employee successWorks with management to coordinate and facilitate online compliance and non-compliance trainingTeaches employee ownership and explains store expectations and standardsWorks with management to increase front end efficienciesMaintains strict adherence to department and company guidelines related to personal hygiene and dressAdheres to company policies and individual store guidelinesReports to work when scheduled and on time

Secondary Duties and Responsibilities

Coordinates and schedules training for employeesAttends company-wide department meetingsCoordinates/facilitates store’s community outreach programsPerforms other job related duties and special projects as requiredConducts tour of store for schools and civic organizations

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.

Education and Experience

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

Supervisory Responsibilities (Direct Reports)

Instructs, assigns, and reviews work of othersMaintains standards.

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.

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

Contacts

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

Are you ready to smile, apply today.