Customer Service Manager - Los Angeles (Relocation Available) - Full-time

You may know us as a company with great food…You may also know us from ‘Fortune’s 100 Best Companies to Work For’ list…What you may not know is how our hard our Guest Services team works in taking exceptional care of our guests at The Cheesecake Factory, Grand Lux Café and RockSugar restaurants! 

PLEASE NOTE:  This opportunity will be based out of our Corporate Support Center in Calabasas Hills CA. The Manager of Guest Services manages a team of six and embraces the crucial mission of ensuring absolute guest satisfaction.

Here’s more of what you’ll get to do: 

Lead… 

• Lead a team of six in a concerted effort to uphold the Company's mission of absolute guest satisfaction. 
• Have ultimate responsibility for all guest responses – inquiries, concerns, compliments. 
• Audit workload to optimize efficiencies and performance. 
• Design and create new processes to improve workflow and overall team performance. 
• Drive team performance using KPIs and effective coaching/mentoring techniques. 
• Be the sounding board for the team and help them work through difficult guest issues. 
• Maintain guest reporting system and knowledge center. 

Resolve… 

• Own and tactfully resolve all guest escalations including from the team. 
• Be the Restaurant’s go-to partner for any guest services questions or escalations. 
• Solve escalations/high level issues when requested by Executives, Legal, Marketing, Risk, Investor Relations, Area Directors of Operations and restaurants as needed. 
• Manage fulfillment of purchased gift cards for bulk and corporate orders. 
• Drive the support and resolution of issues related to gift cards (E.g.: lost/stolen, balance dispute, returns/cancellations, fraud). 
• Drive the support and resolution of issues related to other special events/projects that impact guest satisfaction such as internal payment processing, marketing campaigns, surveys and vendor partner relationships (E.g.: holiday promotions, delivery services). 

Support… 

• Oversee training, resolution practices and metrics for Social Media responders and supervisors. Train and guide social media agency in the correct responses to any Facebook, Twitter, Yelp and other social media Guest reviews. 
• Provide insight and feedback regarding any new or existing guest-facing communication and/or campaigns. 
• Assist Risk Services with liability issues that can be resolved without monetary settlement. 
• Provide technical and service support for systems and processes that impact guest satisfaction and guest care (Guest Services Reporting System, Guest Satisfaction Measurement System). 

Strategize… 

• Monitor guest feedback trends and develop initiatives to address areas of opportunity.  
• Provide President and Sr. Operations leadership with insight into the guest experience and create programs to increase guest satisfaction.  
• Provide reporting at period end, quarter end and as needed.  
• Develop policies for responding to guest comments. 
• Create and review guest correspondence. 
• Oversee and review staff resolution practices, metrics and compensation issued to guests. 
• Work with gift card fulfillment partners and our Marketing Department to identify potential service interruptions/delays and proactively notify potentially affected guests. 

You’ll thrive in this position if you are: 

• Guest-centric: You understand that Guest satisfaction is paramount to everything else. 
• A Natural Leader and Coach: You build high performing teams and always lead by example. 
• At home in a fast-paced environment: You are adept at multitasking to proactively and reactively address any guest issues. 
• Tactful and skilled in Guest resolutions: You are highly skilled in speaking with and understanding each individual Guest, their upset, and their emotion. You make guests feel heard and appreciated and present an amiable, satisfactory solution that will have them return to our restaurants. 
• Highly skilled in communicating with diverse guests: You are open-minded and non-judgmental to better serve guests with a wide range of emotions, varied points of view and expectations.  
• Quick thinking and resourceful: You’re able to offer options and make solid decisions on the fly, and also know when to exercise proper due diligence.

• Bachelor's Degree 
• 2+ years of customer service team management. 
• 3+ years of customer service experience in restaurant or similar fast-paced retail environment. 
• 2+ years of experience resolving Guest issues via phone and email. 
• Strong interpersonal and negotiating skills with the ability to think critically and take decisive action. 
• Self-directed with the ability to work independently as well as with groups. 
• Excellent verbal and written communication skills. 
• Ability to effectively plan, organize and prioritize work. 

What we prefer:  

• Familiarity with The Cheesecake Factory operations. 
• Restaurant, hospitality background.

Benefits: 

This position offers industry-leading benefits including; medical, dental, vision, 401K with match, tuition reimbursement and a sabbatical after five years of employment for qualifying staff members.

About Us: 

Recognized as one of the FORTUNE “100 Best Companies to Work For" in 2016, for the third consecutive year,The Cheesecake Factory Incorporated operates more than 200 full-service, casual dining restaurants throughout the U.S. and Puerto Rico. Internationally, eleven The Cheesecake Factory® restaurants operate under licensing agreements. Continuing on our path to becoming a Global Iconic Brand, we employ more than 35,000 staff members, 320 of whom work at the corporate support center in Calabasas Hills, CA.  #SoCheesecake  #GreatPlaceToWork2016 

The Cheesecake Factory Incorporated is an Equal Opportunity and E-Verify Employer and provides reasonable accommodations consistent with its legal obligations; we do not provide work visa sponsorship.