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Customer Service Supervisor

2 months ago

Frisco, Texas, United States Black Rock Coffee Bar Full time
Job Overview

OUR PHILOSOPHY

At Black Rock Coffee Bar, we are committed to excellence in every aspect of our operations. Our expertly crafted beverages reflect our respect for our customers and ourselves, fostering relationships built on trust and care. Each team at Black Rock Coffee Bar is dedicated to serving their local communities, enhancing connections and compassion. As these relationships deepen, so does our accountability to one another. We uphold high standards for the benefit of all, whether it involves caring for the environment, supporting those in need, or simply wishing for the success of others. Our primary goal is not for others to recognize us, but for us to understand them, to enrich their stories, and to accompany them on their journey.

COMPENSATION PACKAGE

$13.80 per hour plus potential tips of up to $7 per hour.

Hourly/Nonexempt

POSITION SUMMARY

The Assistant Store Lead is a self-motivated individual who thrives in a dynamic environment and consistently exemplifies servant leadership to all team members. You will play a crucial role in supporting the Store Lead to maintain a positive atmosphere that ensures prompt, efficient, and friendly service. Your responsibilities will include training and mentoring team members in customer service, product knowledge, and safe work practices, while embodying the values, policies, and procedures of Black Rock Coffee Bar.

KEY RESPONSIBILITIES OF THE ASSISTANT STORE LEAD

  • Promote and uphold the values, policies, and procedures of Black Rock Coffee Bar.
  • Demonstrate exceptional customer service to the team.
  • Facilitate effective communication among team members through various channels.
  • Ensure adequate shift coverage as the active leader, including arranging for replacements in case of unexpected absences and ensuring compliance with meal and rest period policies.
  • Assist in planning and executing marketing promotions as directed.
  • Support store operations with a focus on Sales, People, Operations, and Cost Balancing (SPOC).
  • Encourage and enforce safe work practices, reporting any incidents to the Store Lead.
  • Work a minimum of 30 hours per week on the bar.
  • Assist the Store Lead in hiring, onboarding, and training new team members.
  • Oversee off-bar duties, ensuring timely completion of leadership task checklists, including timecard approvals and financial management.
  • Proactively troubleshoot equipment issues and address team member concerns.
  • Manage inventory effectively, including orders and product runs, and submit mileage reimbursement as per company policy.
  • Participate in leadership meetings held biweekly or monthly, as required.

BARISTA RESPONSIBILITIES

  • Warmly welcome customers and team members, fostering a positive and engaging environment.
  • Meet service speed requirements while maintaining beverage quality and customer service standards.
  • Prepare and serve beverages and food items using retail equipment.
  • Maintain cleanliness and organization in work and customer areas, adhering to health and safety guidelines.
  • Promote new offerings and seasonal specials to enhance brand awareness.
  • Handle cash and credit transactions accurately, including daily deposits when necessary.
  • Support training initiatives and mentor new team members during their onboarding.
  • Manage daily, weekly, and monthly tasks assigned by leadership.
  • Address customer complaints and resolve issues professionally.
  • Assist in inventory management and restock supplies as needed.
  • Conduct line busting during peak periods to expedite service.
  • Work independently during shifts with self-directed initiative.
  • Adhere to all company policies and procedures.

PROFESSIONAL GROWTH

At Black Rock Coffee Bar, all team members, including Assistant Store Leads, have opportunities for leadership development and career advancement. We seek proactive individuals who deliver outstanding customer service and contribute to a supportive work environment. As an Assistant Store Lead, you will have the chance to develop leadership skills through initiative, cross-functional projects, and training new team members. By demonstrating dedication and adaptability, you will foster team member growth, creating a rewarding experience for both the team and customers, while nurturing future leaders who embody our values.

ESSENTIAL SKILLS AND COMPETENCIES

  • Strong communication and interpersonal skills for effective interactions.
  • Ability to thrive in a fast-paced environment, managing multiple tasks with attention to detail.
  • Excellent customer service skills with a friendly demeanor.
  • Capability to build positive relationships with customers and team members.
  • Flexibility to work varied shifts, including weekends and holidays.
  • Self-motivated with the ability to work independently and delegate tasks effectively.
  • Must have been employed at Black Rock Coffee Bar for a minimum of 6 months, unless otherwise approved.
  • Passionate about growth opportunities and improving the workplace.
  • Willingness to take ownership of assigned responsibilities.
  • Must be in good standing and meet current performance expectations.

PHYSICAL DEMANDS

  • Constant standing and walking for up to 8 hours.
  • Occasional stooping, kneeling, or crawling may be required.
  • Occasional lifting of objects up to 50 lbs.
  • Frequent wrist and spine movement during beverage preparation.
  • Ability to communicate detailed information clearly.
  • Maintains clear vision for reading orders and interacting with customers.
  • Demonstrates mental math skills for recipe adherence and cash transactions.

BENEFITS

  • Paid time off (full-time team members can expect to accrue 40-56 hours per year).
  • 401(K) Plan options for eligible team members.
  • Health insurance (medical, vision, dental).
  • Pet insurance and discount options.
  • Life and AD&D coverage.
  • Holiday pay.
  • Team member Assistance Program (EAP).
  • Professional development opportunities.
  • Complimentary drinks for team members (conditions apply).

ADDITIONAL NOTES

By submitting your application, you confirm that all information provided is accurate. Any misleading information may result in removal from the applicant pool or termination if employed.

The above statements describe the work performed by individuals in this role and are not intended to be an exhaustive list of all responsibilities, duties, and skills required. Responsibilities may change, and additional duties may be assigned as necessary.

Black Rock Coffee Bar is an at-will employer, meaning employment is for an indefinite period and can be terminated by either party at any time, with or without cause.

Black Rock Coffee Bar values diversity and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or disability.

All team members undergo a 90-day introductory period upon hire or promotion, during which performance and adherence to policies are evaluated. Those meeting or exceeding expectations will continue to have employment opportunities within Black Rock Coffee Bar.