Customer Service Manager

What You'll Do:

As a Wendy’s Customer Service Manager, your primary responsibility is to create a service culture designed to “Delight Every Customer.” You will inspire the entire restaurant team to drive a customer-centered service culture to build customer loyalty. You’ll lead the planning process for daily operations to guarantee every shift is set up to deliver the best customer service. You’ll be the expert at executing great huddles and TTM (Talk to Me) in our restaurants, which is the Wendy’s way of regularly communicating with our restaurant teams on what’s most important to our customers and how we can exceed their expectations. You will partner with other restaurant management to identify specific opportunities for optimizing and maximizing the profitability of the restaurant.

Responsibilities include:

• Training, monitoring and reinforcing food safety procedures to crew members.
• Acting as Cash Manager as needed, including setting up cash registers at open, reconciling cash registers throughout the shift, and verifying cash at close.
• Acting as Operations Leader, organizing, overseeing and supervising shifts by completing and executing the Daily Operations Plan.
• Performing walk-throughs to ensure the restaurant is ready to open or close and ready for each rush period.
• Perform walk throughs throughout shift with specific focus on items that impact Speed and Friendliness.
• Utilizing flow charts and checklists to ensure complete and timely opens, closes and post rush activities while maximizing labor efficiency.
• Working with restaurant management team to train, develop and communicate with crew members and Team Trainers through Four Corner Training, team huddles, manager meetings, etc. Supervising crew members and Team Trainers in a way that maximizes retention.
• Helping to execute appropriate shift-specific procedures according to the Daily Operations Plan. Assist the restaurant management team in maintaining proper coverage via crew member schedules to ensure that the restaurant attains/exceeds all customer service standards.
• Executing weekly and positional cleaning schedules by assigning, coaching and following up on cleaning tasks with crew members.
• Conducting regular table visits to gain feedback on customer experience and coaching crew members based on findings.
• Running and analyzing Voice of the Customer reports to diagnose Speed and Friendliness opportunities. Take appropriate action with crew members to improve performance and celebrate wins.
• Navigating the Voice of the Customer dashboard and checking, resolving and closing the loop on customer alerts, cases and comments.
• Reviewing and maintaining Throughput Tracking charts to identify opportunities in Speed of Service.
• Assisting General Manager in maintaining labor budgets by utilizing forecasts, hourly sales readings and daily variance reports to adjust labor as needed.
• Assisting General Manager with completing weekly crew schedules.
• Assisting the General Manager in screening applications and conducting crew interviews.
• Assisting General Manager with maintaining and updating Restaurant Communication Board.

Qualifications:

• High School Diploma or GED.
• Must be 18 years of age.
• Must be able to pass criminal background check and drug screening.
• One or more years of restaurant experience preferred.
• Ability to multi-task while maintaining composure and give sound advice and direction.
• Must be able to take direction, give direction, work well in a team environment and have a strong customer orientation focus.
• Must exhibit professionalism, composure and discretion when expediting or resolving all customer related concerns and issues.
• Ability to work, concentrate and perform duties accurately in a fast-paced environment that may involve noise and hot/cold temperatures.
• Must be able to stand for prolonged periods of time.
• Ability and willingness to wear a headset.
• Physical ability to lift (up to 25-50 pounds as necessary), reach, push, pull, bend kneel and stoop.
• Must be available to report to work promptly and regularly, as well as work all dayparts and days of the week.
• May be required to transfer from one location to another and must have the ability to travel to other restaurants as business needs dictate.
• Must have or be willing to obtain ServSafe certification.

Benefits Include:

• Direct Deposit
• Free Meals
• Pay for Grades--we pay you for being an excellent student!
• Paid Vacation
• Annual Performance Review and Performance Based Wage Increases
• Quarterly Bonuses based on restaurant performance
• Medical, Vision and Dental Benefits
• On the Job Training
• Advancement Opportunities
• Fun, Recognition and Team Environment
• 401(k) - no match
• Shoe Credits