Customer Service Team Manager - Restaurant Services; Shift

Overview

As a Restaurant Services Supervisor, you will lead a team of Customer Service Representatives and Specialist(s) dedicated to delivering exceptional service for Chick-fil-A® Operators and their team members. In this role, you will be responsible for the team’s achievement of critical key performance indicators (KPIs). The Supervisor will motivate the team to achieve and maintain a high level of service to Owner/Operators and their teams, assist with issue and process resolution, and drive innovation contributing to the growth of Restaurant Services’ processes and technology.

This position is located in Atlanta, GA.

5200 Buffington Rd, Atlanta, GA 30349

• Lead a team of customer service representatives while fostering a culture reflective of Chick-fil A’s mission and core values
• Monitor customer feedback and share insights with key leaders
• Serve as a point of escalation to resolve complex issues and questions from Restaurants
• Plan, organize, and oversee the day-to-day operations and team schedules
• Collaborate with DC leaders to identify and resolve operational bottlenecks
• Complete call monitoring reviews and provide coaching feedback to the team
• Oversee maintenance of standard operating procedures/job aids and identify opportunities to improve and/or streamline processes
• Analyze customer service data/metrics, influence, and drive process improvement initiatives to meet strategic targets
• Hire and develop new Restaurant Service representatives
• Publish KPIs; conduct timely and constructive performance evaluations according to plan

• High School Diploma or equivalent
• 2-4 years’ experience in customer service leadership
• Experience with a CRM system
• Ability to work a flexible schedule including holidays and rotating weekends
• Strong relationship building skills and exceptional ability to communicate effectively across a range of stakeholders including Restaurant Operators and Distribution Center management
• Demonstrated ability to adapt to change and respond to difficult and challenging situations in a professional manner
• Proven ability to work independently with little oversight; ability to prioritize tasks and workload
• Exceptional attention to detail and organization
• High degree of initiative and urgency
• Proactive and solutions-oriented problem solver
• Proficient in English (reading, writing, and speaking): to safely follow verbal instructions, complete documentation and paperwork, and accurately interpret labels, pick lists, scanner prompts, signage, and company communications

• A skilled communicator across all levels of an organization, with both teammates and suppliers.
• A quick & versatile learner who is open to change; analyzes both successes and failures for clues to improvement; experiments to find solutions; enjoys the challenge of unfamiliar tasks; and quickly grasps the essence and underlying structure of anything.
• A customer-focused relationship builder who can earn the trust and respect of internal and external customers and leverage their information to find ways to improve products and services.
• Committed without compromise to food safety for customers and a safe workplace for colleagues.
• Inspired to uphold Chick-fil-A values and act with integrity.
• A driver of results who can be counted on to not only meet but exceed goals and push others to do the same.
• A problem solver who can identify hidden problems, looks beyond the obvious and doesn t stop at the first answer.
• A servant leader who puts others before themselves, corrects mistakes with authenticity and respects all viewpoints.

• Associate’s Degree
• 10 years’ experience in a customer support environment
• A demonstrated ability to perform and adapt in a changing environment
• Proficiency in MS Suite (Excel, PowerPoint, Word)

2

5%

High School Diploma or GED

Associate's Degree

No

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