Responsibilities

• Customer Service Managers are responsible for all aspects of frontend operations.
• The CSM works with the assistant CSM as well as the lead to develop associates for promotion within the department. These responsibilities include training associates and monitoring all front-lines personnel, providing outstanding customer satisfaction to all customers and vendors;
• Monitors scheduling to ensure appropriate coverage for customers within financial targets; monitors attendance, variances, productivity, and supplies.
• Resolves customer concerns effectively and develops staff to do the same. The CSM will participate in and support community events to build strong relationships within the community and actively encourage associates to do the same.
• Consistently observe the level of customer satisfaction in their area and coach associates through monthly one-on-ones and performance evaluations to grow and develop their customer satisfaction skills and overall knowledge and performance.
• A key area of focus is creating an environment where associates are empowered to make decisions to satisfy our customers and are recognized and rewarded for doing so.
• Responsible for daily office balance.
• Responsible for reviewing financial results as compared to projections (sales, payroll, productivity, expenses) and developing and implementing plans for improvement as required. The success of the Customer Satisfaction Manager will be measured by the key metric of the overall customer satisfaction level for their assigned department and the financial metrics noted above.
• Customer Service Manager is a role model for store personnel, therefore integrity and human relations skills are valued characteristics in this role.

Competencies

• Must be at least 18 years of age.
• Must be service-oriented and have a passion for people.
• Must have the ability to build a team and have the leadership skills to coach and develop a team to its full potential.
• Strong written and oral communication skills are required, along with strong interpersonal communication skills
• The ability to analyze data, identify needs, and prioritize accordingly is required. Must be able to develop a plan of action, implement it, and monitor and maintain programs.
• Excellent follow-up skills required.
• Must be able to handle numerous responsibilities simultaneously.
• Must be flexible, friendly, dependable, and energetic.
• Must be able to maintain confidentiality and create and maintain an environment of trust and respect.

Education and/ or Experience

• College degree preferred but not required. Management/Supervisory experience (minimum 2 years) in a food retail or customer service environment or equivalent experience required, with a solid combination of technical and people leadership skills preferred.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Vision insurance