Customer Service Representative

5 days ago

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

We are a Wisconsin-based family- and employee-owned grocery retailer that is committed to giving back to the communities we serve and providing guests with exceptional service and value. We operate over 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. This role requires strong communication and interpersonal skills, as well as the ability to manage multiple priorities and work in a fast-paced environment.

Key Responsibilities
  • Lead by Example: Reinforce Festival culture, exceptional guest service, and performance expectations to all Guest Service associates.
  • Oversee Guest Service Operations: Utilize leadership tools to ensure a positive guest experience and team environment.
  • Communicate Effectively: Communicate department priorities to Guest Service team and delegate responsibilities.
  • Ensure Guest Satisfaction: Direct guests into lanes, monitor BOB, unloads carts, answer questions, respond to lights, and complete overrides as needed.
  • Act as a Manager: Present themselves as a manager, take ownership of guest needs utilizing LAST.
  • Maintain a Clean and Safe Environment: Ensure Guest Service cleanliness, maintenance, and sanitation.
  • Manage Staff: Determine where Guest Service staff is needed throughout the day and direct them to that location to maintain efficient Guest Service operations.
  • Enforce Policies: Strictly enforce child labor laws and relieve minor employees enabling them to clock out for breaks, lunches, and at the end of their shift as per labor law guidelines.
  • Adjust Schedules: Adjust daily schedule to actual sales, items, and guest projections to maintain 100% productivity.
  • Communicate with Shift Managers: Communicate immediately with Shift Managers when assistance is required and when the CSR is on a lane.
  • Open Additional Lanes: Open additional lanes to accommodate business and guest traffic.
  • Monitor Cart Levels: Monitor cart levels and efficient cart running to ensure availability of all carts.
Requirements
  • Availability: Minimum availability must include 24 hours a week with a minimum of 6 hours per day during available days.
  • Communication Skills: Ability to deal tactfully and effectively with guests and all personnel.
  • Leadership Skills: Excellent communication and interpersonal skills, including an effective negotiation style.
  • Organizational Skills: Excellent planning and organizational skills, with the ability to manage multiple and constantly changing priorities.
  • Teamwork Skills: Strong teamwork skills with the desire to train and educate others within the organization.
  • Physical Demands: The associate must possess the ability to stand in place for long periods of time, walk in the store, bend, stoop, and kneel regularly.
Benefits
  • Associate Discount: Enjoy an industry-leading 15% off your grocery purchases for you and your immediate household.
  • Weekly Pay & Premium Pay: Hourly associates are paid weekly, providing more frequent access to their funds.
  • Two-Week Advanced Scheduling: Better Planning. Better Balance. We provide our associates with their schedules two weeks in advance, offering greater predictability & flexibility.
  • Vision & Dental Insurance: Part-time and full-time associates are eligible for vision insurance and two dental coverage options that are designed to fit your needs.
  • Support: Our associates receive support for their total well-being; including 3 weeks of paid parental leave, a fitness reimbursement program offering savings off of fitness membership fees; our EAP (Employee Assistance Program) and LEAPCare Care Coaches, which provide associates confidential care related to hospital visitation, conflict resolution, stress management, marriage or divorce, family issues, and depression or anxiety.
  • Save for Your Future: Offering both a 401(k) and Employee Stock Ownership Plan, we're proud to support our associates in planning for retirement by offering two retirement savings plans.

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