Call Center-Lead Guest Recovery Rep

Join an award-winning team built around genuine hospitality, teamwork, and craft. Join Our Team as a Full Time Lead Guest Recovery Representative Schedule is 1:30-8:30pm and one weekend day is required. Great growth opportunity with an amazing culture. Reports To The Guest Recovery Representative will report to the Guest Services Supervisor and indirectly to the Guest Recovery Manager. Job Overview As a Guest Recovery and Shift Lead representative you will perform leadership, management, and organization tasks to ensure team members work efficiently and effectively during their shift. This includes supervising employees and assisting with tasks as necessary. You will also contribute to City BBQ success by serving our joint and guests, helping guests find the perfect meal, answering general menu questions, handling 86 requests, guest complaints over the phone, and providing second level support to the Guest Service Representatives as needed. Summary of Key Responsibilities Speak clearly and listen attentively to guests and other employees while maintaining a cheerful and helpful attitude Have a complete understanding of the menu and services that City BBQ provides so that you may handle all guest and teammate questions Resolve all guest concerns with first call resolution Maintain a professional appearance at all times and display a positive and enthusiastic approach to all assignments Have the ability to adapt to changing guest volume levels with a sense of urgency Use proper phone etiquette and procedures Be proficient in word processing and spreadsheet software Able to take own initiative to communicate appropriately in written and verbal form Perform opening duties by forwarding the phones at the proper time to the call center Perform closing duties by forwarding the phones back to the joints at the proper time, ensuring all agents are logged out of their phone and have safely left the building. Reports directly to the Guest Recovery Supervisor and indirectly to the Guest Recovery Manager Job Duties Take incoming phone calls from guests calling our joints Provide first call resolution for all guest concern calls Process 86 requests when assigned Review and respond to all guest emails with same day turnaround to the following inboxes: CBBQ Rewards, CBBQ Info, City BBQ Guest Recovery Provide second level support for Guest Recovery Representatives Respond to Call Offs and maintain the break/inbox schedule assignments when a supervisor or manager is not available Resolve all escalated guest concerns to completion with the advisement of management when needed All other duties as assigned Physical Job Requirements Work is performed in an office environment and requires the ability to operate standard office equipment, computers, and keyboards. Sedentary work. #J-18808-Ljbffr