Customer Service Representative

5 days ago

Sheboygan, Wisconsin, United States Festival Foods Full time
About Festival Foods

Festival Foods is a Wisconsin-based family- and employee-owned grocer that is committed to giving back to the communities it serves and providing guests with exceptional service and value.

Job Summary

The Guest Service Representative position is responsible for the operations of the Guest Service Department, leadership of associates, and providing an exceptional shopping experience.

Key Responsibilities
  • Lead by Example: Reinforce Festival culture, exceptional guest service, and performance expectations to all Guest Service associates.
  • Oversee Guest Service Operations: Oversees all Guest Service associates, including Service Desk, Cashiers, Baggers, and Cart Runners.
  • Utilize Leadership Tools: Utilizes leadership tools, such as ten-tile evaluations, Coach's Reminder Card, Cashier Daily, and Guest Service OPPS Manual, through leadership opportunities.
  • Ensure a Positive Guest Experience: Oversees Guest Service activity to ensure a positive guest experience and team environment.
  • Communicate Department Priorities: Communicates department priorities to Guest Service team and delegates responsibilities.
  • Lead by Example: Leads by example to ensure Guest Service operating procedures are known and adhered to.
  • Ensure Guest Service Cleanliness: Ensures Guest Service cleanliness, maintenance, and sanitation.
  • Direct Guests: Directs guests into lanes, monitors BOB, unloads carts, answers questions, responds to lights, and completes overrides as needed.
  • Presents Themselves as a Manager: Presents themselves as a manager, takes ownership of guest needs utilizing LAST.
  • Acts in a Professional Manner: Acts in a professional manner at all times while projecting a cooperative and helpful attitude using discretion and tact.
  • Determine Staff Needs: Determines where Guest Service staff is needed throughout the day and directs them to that location to maintain efficient Guest Service operations.
  • Ensure Proper Staff Levels: Ensures proper staff levels by calling in additional staff to cover call-ins or additional business.
  • Enforce Child Labor Laws: Strictly enforces child labor laws relieving minor employees enabling them to clock out for breaks, lunches, and at the end of their shift as per labor law guidelines.
  • Adjust Daily Schedule: Adjusts daily schedule to actual sales, items, and guest projections to maintain 100% productivity.
  • Communicate with Shift Managers: Communicates immediately with Shift Managers when assistance is required and when the CSR is on a lane.
  • Open Additional Lanes: Opens additional lanes to accommodate business and guest traffic. CSRs will keep a cash drawer available for their own use at all times.
  • Communicate Tardiness and Absences: Communicates tardiness and absences through effective use of CSR Shift Report.
  • Holds Associates Accountable: Holds associates accountable for non-compliance with Guest Service and store policies.
  • Monitor Cart Levels: Monitors cart levels and efficient cart running to ensure availability of all carts.
Qualifications
  • Minimum Availability: Minimum availability must include 24 hours a week with a minimum of 6 hours per day during available days.
  • Ability to Deal with Guests: Ability to deal tactfully and effectively with guests and all personnel.
  • Excellent Communication Skills: Excellent communication and interpersonal skills, including an effective negotiation style.
  • Excellent Planning and Organizational Skills: Excellent planning and organizational skills, with the ability to manage multiple and constantly changing priorities.
  • Strong Teamwork Skills: Strong teamwork skills with the desire to train and educate others within the organization.
  • Exceptional Oral and Written Communication Skills: Exceptional oral and written communication skills and the ability to handle a diverse crew in a stressful environment.
  • Thorough Understanding of Safety Requirements: Thorough understanding of all safety requirements and company safety policies.

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