Call Center-Lead Guest Recovery Rep

Lead Guest Recovery Representative

Join our team as a full time Lead Guest Recovery Representative. Schedule is 1:30-8:30pm & one weekend day is required. Great growth opportunity with an amazing culture.

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 Barbeque success by also supporting City Barbeque by way of serving our joints and guests by helping our guests find the perfect meal for their occasion, answering general questions about our menu, handing 86 Requests, guest complaints over the phone, as well as providing second level support to the Guest Service Representatives as needed.

Summary of Key Responsibilities

Responsibilities and essential job functions include but are not limited to the following:

• 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 of proper phone etiquette and phone procedures.
• 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

Job Duties include but are not limited to the following:

• 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 turn around to the following email 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.