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Customer Service Representative

2 months ago

Mauston, 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 a strong focus on customer satisfaction, teamwork, and maintaining a positive work environment.

Key Responsibilities
  • Lead by Example: Reinforce Festival culture, exceptional guest service, and performance expectations to all Guest Service associates.
  • Team Leadership: Oversees all Guest Service associates, including Service Desk, Cashiers, Baggers, and Cart Runners.
  • Guest Experience: Utilizes leadership tools to ensure a positive guest experience and team environment.
  • Communication: Communicates department priorities to Guest Service team and delegates responsibilities.
  • Operational Excellence: Leads by example to ensure Guest Service operating procedures are known and adhered to.
  • Cleanliness and Maintenance: Ensures Guest Service cleanliness, maintenance, and sanitation.
  • Guest Assistance: Directs guests into lanes, monitors BOB, unloads carts, answers questions, responds to lights, and completes overrides as needed.
  • Professionalism: Presents themselves as a manager, takes ownership of guest needs utilizing LAST, and acts in a professional manner at all times.
  • Staff Management: Determines where Guest Service staff is needed throughout the day and directs them to that location to maintain efficient Guest Service operations.
  • Staffing: Ensures proper staff levels by calling in additional staff to cover call-ins or additional business.
  • 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.
  • Scheduling: Adjusts daily schedule to actual sales, items, and guest projections to maintain 100% productivity.
  • Communication: Communicates immediately with Shift Managers when assistance is required and when the CSR is on a lane.
  • Additional Responsibilities: Opens additional lanes to accommodate business and guest traffic, communicates 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, and performs other duties as assigned.
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.
  • 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.
Work Environment

The physical demands and work environment described below are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

  • 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. Requires fine finger and broad manual dexterity, and eye-hand-foot coordination in order to operate equipment.
  • Physical Ability: Physical ability to stand for extended periods and to move and handle boxes of merchandise and fixtures throughout the store, which entails lifting, and perform all functions as set forth above.
  • Work Schedule: The Guest Service Rep is an hourly position that may be part-time or full-time. The work schedule may include mornings, afternoons, evenings, weekends, and holidays within the individual's availability.