Customer Service Manager - Full-time / Part-time

We have a full-time/part-time opening for a Customer Service Manager.

Must be able to work various shifts per week.

Wage: Competitive

Customer Service Manager

Job Description 

Reports to: Operator

Position status: Non-exempt

Beginning Salary: Negotiable based on experience

Position Purpose: 

The Customer Service Manager will engage the customers and employees to provide the highest quality service experience by using tools and systems to create an environment that produces a positive influence on all those that come into contact with our organization.

Roles and Responsibilities (the order in which they will be trained and implemented):

Product Knowledge

• Knows fully and can perform correctly all procedures for customer service
• Works position when scheduled
• Knows fully and executes properly all policies in the Tuckernuck Plaza Chick-fil-A Restaurant Employee Policy Manual
• Understands customer service strategies in relation to Chick-fil-A policies
• Understands how certain customer service strategies impact restaurant operations
• Develops and makes improvements to customer service processes and procedures

 Operations

• Customer Satisfaction in the FOH area
• Handling customer complaints
• Administering the Customer Cares Log
• Auditing and reviewing FOH Team Members
• CEM Tracking and Reporting
• Working with Restaurant Training Director to help train Certified Trainers of FOH Staff
• Achieve business and organization goals, visions and objectives
• Assist in all other assigned customer service responsibilities
• Administering FOH employee incentive programs 

Management

• Accountability process: re-training coordination with Restaurant Training Coordinator
• Developing relationships with and caring for Team Members
• Working with Restaurant Training Director to develop team leaders and other Team Members 

Desired Characteristics (traits and behavior needed to perform job tasks with excellence and reflecting the values of your company):

• Passionate and energetic
• People person – good at relationship building
• Great communication skills
  • Active listener
  • Asks clarifying questions
  • Delivers clear directions, instructions, guidance
• Effective at empowering and encouraging others
• Eye for detail
• Excellent verbal and written communications skills
• Process-oriented
• Effective organizational skills- keep track of multiple tasks, situations, people, etc.
• Ability to work well within self-directed atmosphere yet work effectively with team members as needed to achieve desired outcomes/goals
• Willingness to deal with stressful situations
• Positive disposition in working with customers and fellow employees
• Ability to oversee a team
• Continual Learner

 Abilities Required (training, education, certifications, methods of task implementation):

• Good conflict-resolution skills: clearly describe and communicate situation, working together with others to obtain appropriate, respectful, and effective solutions
• Creative problem-solving skills: ability to comprehend the big picture yet develop and implement creative solutions to insure that the individual pieces will be effectively put in place for successful outcomes
• Knowledge of CFA training procedures
• Knowledge of CEM
• Auditing experience
• Leadership abilities 

Physical Requirements:

• Ability to lift at least 15 lbs
• Ability to stand and move around at a steady pace a minimum of four hours at a time