Customer Service Manager

Company Overview:

At Chili's, teamwork, collaboration, and excellence are the foundation of our success. The Customer Service Manager plays a crucial role in leading teams, ensuring smooth restaurant operations, and delivering outstanding guest experiences. This role contributes directly to Chili's mission of providing high-quality food and memorable dining moments.

Job Summary:

The Customer Service Manager is responsible for overseeing the customer service function, supporting team members, and maintaining high standards of guest satisfaction. Chili's managers lead by example, fostering a high-energy environment while balancing operational excellence and financial responsibility.

Key Responsibilities:

• Respond promptly and effectively to guest complaints to maintain high levels of customer satisfaction and loyalty.
• Foster a culture of accountability where team members are responsible for their actions and contributions to the team's success.
• Focus on self-reflection and understanding root causes of challenges rather than assigning blame.
• Promote open communication to ensure diverse perspectives are acknowledged and valued.
• Encourage innovative ideas and problem-solving strategies to drive continuous improvement and impactful results.
• Lead effectively by integrating analytical reasoning with empathetic emotional intelligence.
• Leverage Chili's financial systems to optimize costs and improve overall profitability.
• Follow operational procedures, including Manager Timeline and Line Checks, to uphold quality standards.
• Recruit, train, and empower employees to take on greater responsibilities, supporting long-term growth.
• Develop and manage a customer loyalty program to reward repeat guests and build long-term relationships.
• Maintain food safety by adhering to proper handwashing, cooking, and storage practices.
• Uphold Chili's cultural values: exceptional customer service, culinary excellence, accountability, and a dynamic restaurant environment.
• Promote diversity, equity, and inclusion by recognizing and appreciating the unique perspectives and talents of all team members.

Desired Qualifications:

• Proven leadership experience in customer service or restaurant management.
• Strong multitasking and organizational skills in a fast-paced environment.
• Ability to motivate and develop teams while maintaining high standards of service.
• Commitment to operational excellence, guest satisfaction, and food safety.

About You:

• Dependable team player who thrives in a fast-paced environment.
• Excellent multitasking and organizational skills.
• Proven leadership experience in prior management roles.
• Fosters a team culture that values individual differences and treats all team members with respect and dignity.

Why Join Us

• Competitive compensation and benefits.
• Flexible scheduling to support work-life balance.
• Opportunities for career growth and advancement within the company.
• Inclusive and supportive work culture that values teamwork, innovation, and personal development.

About Chili's:

Founded in 1975, Chili's has grown into a leading casual dining brand, recognized for bold flavors, signature menu items, and memorable guest experiences. From Big Mouth Burgers to smoked ribs and sizzling fajitas, Chili's delivers high-quality food in a fun and welcoming environment. The company fosters an inclusive, supportive, and team-oriented workplace where employees can grow, contribute, and make a meaningful impact every day.

FAQ's:

Q) Does Chili’s hire for casual dining service models?

A) Yes, roles support sit-down casual dining service.

Q) Are menu knowledge assessments part of training?

A) Yes, employees must learn extensive menu details.

Q) Are bar and dining roles distinct?

A) Yes, bartenders and servers have separate responsibilities.

Q) Are closing duties part of many roles?

A) Yes, staff may handle end-of-day cleaning and prep.

Q) Does Chili’s operate under corporate standards?

A) Yes, procedures are standardized across locations.