Customer Service Lead

1 month ago

Lake Oswego, United States MOD Pizza Full time

MOD Restaurants make pizza to serve people, to contribute to a world that works for and includes everyone. We believe companies can and should be a force for good in the lives of the people they employ and the communities they serve.

Because at MOD we don't just make pizzas. We make pizzas that make the world a better place - a world where doing the right thing has far-reaching ripples, where people are at the heart of every decision and were pizza powers possibility.

Compensation: $17.95 / hour + an incredible tip share program. Our Restaurant Shift Supervisors average almost $4/hour in tip earnings

Restaurant Captains - Shift Supervisors are also eligible for:

  • Paid sick time
  • Paid Vacation
  • FREE pizza and salad, and beverages
  • Pet insurance
  • Discounted gym membership
  • Free counseling sessions
  • Medical/dental/vision/basic life/disability
  • 401(k) retirement
Summary

As a Restaurant Shift Leader at MOD you have the opportunity to build your leadership skills and style. You will drive store operations during scheduled shifts. Your goal is to model, teach and demonstrate the MOD's purpose in all interactions. You are responsible for setting the Squad up for success for the shift. You will set the example and guide the Squad, delivering the best possible MOD experience.

In this job, you will flex to the needs of the store, sometimes leading, sometimes doing, but always keeping the MOD experience at the front of your mind.

Key Responsibilities
  • Set and sustain the tone of the shift by keeping the energy high. Create a positive vibe and welcoming atmosphere for both Squad and customers
  • Responsible for quality and safety of all food. This includes tasting food, checking that food is prepped and stored to standards and reporting any product outages
  • Listen, acknowledge and resolve any Squad member and/or customer concerns. Escalate issues that require resolution to the store coach or GM as appropriate
  • Keyholder responsible for cash within the shift in an accurate manner
  • Take inventory and place orders as needed and directed by the GM Conduct coaching in the moment
  • Manage shift duties checklists and address/escalate any equipment malfunctions
  • Focus on the growth and well-being of the Squad and celebrate wins
MOD values are demonstrated when you:
  • Embrace change and seek to learn and improve every day. It's not perfection, it's a commitment to progress
  • Focus on finding the solution, not dwelling on the problem
  • Be generous with your time. Show patience and grace when answering questions and be of service to others
  • Express appreciation for the generosity of others
  • Show compassion, understanding, and willingness to support others without judgment
  • Play a proactive role in creating a safe environment for all customers and squad members
  • Demonstrate and embody MOD culture and standards
Required Qualifications
  • Minimum 6 months in the All Star position and demonstrate quality coaching, training and multi-tasking within the shift (any exceptions require DM approval, with RD visibility)
  • Minimum of 1 year of customer service or restaurant experience
  • Must be at least 18 years old
  • Previous experience coaching, teaching and inspiring others
  • Proven success in following and enforcing processes and standards; correcting and coaching in a compassionate manner
  • Customer service skills and a proven ability to remain calm and focused
  • Must obtain a food safety certification and/or alcohol beverage certification within 30 days of your start date or sooner where required by law.
Preferred Qualifications
  • Experience successfully providing on-the-job training to others in a rapidly changing environment
  • Experience as a shift lead in a retail environment


Physical Requirements

As a member of our Squad, you must have the ability to work in an open kitchen environment, rotating between front and back of house. This requires walking, bending, twisting, reaching, stooping, kneeling, crouching, carrying, pushing and pulling, and in general handling or moving objects weighing up to fifty pounds. You must also have the ability to operate hand-held appliances, sharp knives, and various kitchen equipment including but not limited to the industrial can opener, dough press, industrial dishwasher, very hot oven, etc. Depending on the location, you may need to go up and down stairs and/or use an elevator. You must also have the ability to communicate and exchange information quickly in English with Squad members and others.

Working Conditions

High noise levels due to operations, customers and overhead music

May be indoor or outdoor setting depending on store (varied weather conditions are expected); including delivering order curbside to the customer

Varying schedule to include evenings, holidays and extended hours as business dictates

Will work near moving or mechanical parts

Will work inside a walk-in refrigerator and freezer

At our table, everyone has a place. Explore your inner pizza enthusiast and feel right at home. Apply today to work in a restaurant that is a movement.
This job posting is not intended to be exhaustive. Other related duties may be assigned to meet the ongoing needs of the organization. At MOD, we believe in creating a world that works for and includes everyone. To request a reasonable accommodation to complete an application, job interview, and/or to otherwise participate in the hiring process, please contact applicantADA@modpizza.com. MOD is a fair chance employer. Los Angeles County qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

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