Customer Service Manager

Job Description

The Customer Service Manager oversees the quality of his/her area at America’s Incredible Pizza Company (AIPC). This Manager has the critical responsibility of supervising the largest staff in the store; bussers, maintenance staff, cashiers, greeters, party hosts, party planners, and the dish room employees are the teams that this director will supervise.

A Manager must lead by example and demonstrate “Incredible” customer service skills to the staff. As the role model for the employees, this individual will demonstrate by actions more than words what is expected from the staff. It is critical that you are a role model of the “teach and coach” style of leadership rather than the “tell and yell” method. This individual must practice the “Servant Management” style of leadership by treating all employees and fellow management with respect and support. As a member of the director’s team, this person is always coaching and teaching while providing specific direction to employees, ensuring that we are achieving our very high AIPC standards.

Every Department Manager is responsible for making sure all their employees are performing their duties as described in our LMS training program. Complete this task by CONSTANTLY walking around employee work areas. Take time to stop, look, listen then provide feedback and/or direction to the employees. At least 80% of the time a manager is working should be spent walking watching, coaching and directing. This is the most important task you do as a Manager at America’s Incredible Pizza Company.

Skill requirements for this position include:

• Management experience in the food service or FEC industry

• Experience with training in related industry is preferred

• Excellent project development, organizational, event logistics, and implementation skills

• Strong knowledge of MS Office programs (Word, Excel, and Power Point)

• Basic knowledge of Pinnacle Studio 9 software

• Ability to travel for extended periods of time (new store openings requiring three weeks of on-location attendance)

• Excellent interpersonal communication skills with both clients and colleagues; assisting with staff care and encouragement

• Excellent speaking and business presentation skills as this position requires addressing small and large groups

Areas of Expertise

Hire, Train and Supervise Employees

(This may be delegated to the assistant director or supervisors but the Director is responsible for ensuring that these tasks are completed per company policies and procedures)

• Interview and hire all new employees in your area; this includes ensuring all new hire paperwork is completed properly and reviewing the new hire checklist point by point so new hires understand our critical standards

• Ensure new employees are added into the Learning Management System (LMS) training program; this includes showing them how to use the LMS and ensuring that Orientation is completed on the first day of employment

• Ensure new employees are issued a clean uniform shirt, hat and name tag (and any other items as required by their position)

• Ensure that new employees complete the LMS training for their skill area, including On the Job Training (OJT); follow up and personally observe new employees as they learn new skills to ensure they are following our standards; give feedback and direction to employees; ALWAYS COACH AND TRAIN!

• Ensure that new employees are filling in their New Employee Activity Sheet daily

• Train and hold employees accountable to AIPC operating standards for their position and location

• Complete performance reviews for any employee who is promoted or recommended for a pay raise

• Complete a performance review for all employees at least every six months

Management Accountabilities

• Write the weekly schedule for each work group in your department; ensure that all work areas are properly staffed with experienced employees

• Complete schedules by 5:00 pm on Thursday each week and submit to the Managing Partner for approval; once approved, post for employees no later than 5:00 pm on Friday

• Provide counseling to employees, including verbal and written warnings; all counseling sessions must be documented on the counseling form and placed in the employees file

• Complete a termination form and present it to the employee for review and signature when the employee terminates (either voluntarily or involuntarily) within seven days of termination; this may be done by a designated supervisor

• Coach and direct supervisors and crew leaders in your department; ensure daily that they are meeting the operational standards of AIPC including daily assignments, opening checklists, 30 minute walk around checklists, closing checklists, daily and weekly cleaning duties, preventative maintenance and safety/security procedures.

• Ensure that the store is ready to open each morning by inspecting (or designating someone to inspect) building exterior, entrance area, party place, cash safe count, cashier drawers, dining rooms, plate and silverware service stations, party rooms, beverage area, dishroom, and restrooms

• Ensure that all employees keep their work areas neat and clean (clean as you go)

• Work with the Party Place Supervisor daily to ensure that all departments are aware of all large groups and parties each day and are prepared to manage that business; ensure that the daily party planning log is distributed to all departments each day by 9:00 AM

• Work with the Party Place Supervisor each morning and afternoon to ensure that a host is assigned and that all supplies are ready for each party

• Follow up on parties by interacting with party guests to ensure that they have a wonderful time and that our service has been “Incredible”

• Ensure that greeters, cashiers, and party planners are greeting customers in a warm and exciting manner; ensure that they are demonstrating friendliness and enthusiasm when guests enter or leave our building

• Ensure that table bussers are performing their job responsibilities as described in the LMS; dining rooms must be kept immaculate at all times

• Work with the cash manager to ensure that all cashiers are following the cash control guidelines as described in the LMS training program

• Handle customer complaints in a friendly and professional manner

• Work with the Managing Partner to ensure that proper procedures for “holding the line” are executed during high revenue periods when all dining areas are full

• Ensure that all safety and security procedures are followed by all employees in the customer service staff

• Maintain the reader board messages (if the location has an automated reader board) per the direction of the Director of Customer Service or the Managing Partner

• Complete cash in and cash out and/or perform closing duties for the cash manager when required

• Fill in as cashier or party planner when necessary

• Ensure that the kitchen and entertainment areas are aware of unexpected large groups and parties; this role must function as one of the key communicators in the store

• Complete the weekly customer service inspection and develop a “to do” list for the team from that inspection; provide a copy of the inspection and the “to do” list to the Managing Partner each week by Monday at 5:00 PM

• Read and understand all the policies and procedures as described in the Management Policy Handbook

• Be prepared to fill in as “Director in Charge” when the Managing Partner is not on site