Customer Service Representative

4 weeks ago

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

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

We operate +40 full-service supermarkets across the state of Wisconsin.

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
  • Reinforce Festival culture, exceptional guest service and performance expectations to all Guest Service associates.
  • Oversee all Guest Service associates (Service Desk, Cashiers, Baggers and Cart Runners).
  • Utilize leadership tools through leadership opportunities.
  • Communicate department priorities to Guest Service team and delegate responsibilities.
  • Lead by example to ensure Guest Service operating procedures are known and adhered to.
  • Ensure Guest Service cleanliness, maintenance, and sanitation.
  • Direct guests into lanes, monitor BOB, unloads carts, answers questions, respond to lights, and completes overrides as needed.
  • Present themselves as a manager, takes ownership of guest needs utilizing LAST.
  • Act in a professional manner at all times while projecting a cooperative and helpful attitude using discretion and tact.
  • Determine where Guest Service staff is needed throughout the day and direct them to that location to maintain efficient Guest Service operations.
  • Ensure proper staff levels by calling in additional staff to cover call-ins or additional business.
  • Strictly enforce child labor laws relieving minor employees enabling them to clock out for breaks, lunches and at and the end of their shift as per labor law guidelines.
  • Adjust daily schedule to actual sales, items and guest projections to maintain 100% productivity.
  • Communicate immediately with Shift Managers when assistance is required and when the CSR is on a lane.
  • 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 through effective use of CSR Shift Report.
  • Holds associates accountable for non-compliance with Guest Service and store policies.
  • Monitors cart levels and efficient cart running to ensure availability of all carts.
Requirements
  • Minimum availability must include 24 hours a week with a minimum of 6 hours per day during available days.
  • Ability to deal tactfully and effectively with guests and all personnel.
  • Excellent communication and interpersonal skills including an effective negotiation style.
  • Excellent planning and organizational skills, with the ability to manage multiple and constantly changing priorities.
  • Strong teamwork skills with the desire to train and educate others within the organization.
  • Exceptional oral and written communication skills and the ability to handle a diverse crew in a stressful environment.
  • Thorough understanding of all safety requirements and company safety policies.

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