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Customer Service Representative
2 months ago
Festival Foods is a Wisconsin-based, family-owned grocery store chain that prioritizes giving back to the communities it serves and providing exceptional service and value to its guests.
Job SummaryWe are seeking a highly skilled and customer-focused Guest Service Representative to join our team at our new Skogen's Festival Foods grocery store in Hudson, WI.
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 Effectively: 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.
- Maintain a Clean and Organized Store: Ensures Guest Service cleanliness, maintenance, and sanitation.
- Direct Guests and Manage Staff: Directs guests into lanes, monitors BOB, unloads carts, answers questions, responds to lights, and completes overrides as needed.
- Presents a Professional Image: Presents themselves as a manager, takes ownership of guest needs utilizing LAST.
- Act with Discretion and Tact: Acts in a professional manner at all times while projecting a cooperative and helpful attitude.
- Manage Staff Levels: Determines where Guest Service staff is needed throughout the day and directs them to that location to maintain efficient Guest Service operations.
- 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 Schedules: 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.
- Monitor Cart Levels: Monitors cart levels and efficient cart running to ensure availability of all carts.
- Other Duties: Performs other duties as assigned.
- 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.
- Interpersonal Skills: Excellent communication and interpersonal skills, including an effective negotiation style.
- Planning and Organization: Excellent planning and organizational skills, with the ability to manage multiple and constantly changing priorities.
- Teamwork: Strong teamwork skills with the desire to train and educate others within the organization.
- Communication: Exceptional oral and written communication skills and the ability to handle a diverse crew in a stressful environment.
- Safety: Thorough understanding of all safety requirements and company safety policies.
