Customer Service Manager

Company Overview:

At Wendy's, we are committed to creating a service culture designed to Delight Every Customer. As a Wendy's Customer Service Manager, your primary responsibility is to inspire the entire restaurant team to drive a customer-centered service culture to build customer loyalty. You'll lead the planning process for daily operations to guarantee every shift is set up to deliver the best customer service while partnering with other restaurant management to identify specific opportunities for optimizing and maximizing the profitability of the restaurant. Join our team and help us exceed customer expectations every day.

Role and Responsibilities:

As a Customer Service Manager, you will be the expert at executing great huddles and TTM (Talk to Me) in our restaurants, which is the Wendy's way of regularly communicating with our restaurant teams on what's most important to our customers and how we can exceed their expectations. You will lead daily operations, train and develop crew members, and ensure the restaurant maintains the highest standards of speed, friendliness, and overall customer satisfaction. Key responsibilities include:

• Create a service culture designed to Delight Every Customer and inspire the entire restaurant team to drive customer-centered service.
• Train, monitor and reinforce food safety procedures to crew members.
• Act as Cash Manager as needed, including setting up cash registers at open, reconciling cash registers throughout the shift, and verifying cash at close.
• Act as Operations Leader, organizing, overseeing and supervising shifts by completing and executing the Daily Operations Plan.
• Perform walk-throughs to ensure the restaurant is ready to open or close and ready for each rush period.
• Perform walk-throughs throughout shift with specific focus on items that impact Speed and Friendliness.
• Utilize flow charts and checklists to ensure complete and timely opens, closes and post rush activities while maximizing labor efficiency.
• Work with restaurant management team to train, develop and communicate with crew members and Team Trainers through Four Corner Training, team huddles, and manager meetings.
• Supervise crew members and Team Trainers in a way that maximizes retention.
• Help execute appropriate shift-specific procedures according to the Daily Operations Plan.
• Assist the restaurant management team in maintaining proper coverage via crew member schedules to ensure the restaurant attains/exceeds all customer service standards.
• Execute weekly and positional cleaning schedules by assigning, coaching and following up on cleaning tasks with crew members.
• Conduct regular table visits to gain feedback on customer experience and coach crew members based on findings.
• Run and analyze Voice of the Customer reports to diagnose Speed and Friendliness opportunities and take appropriate action with crew members to improve performance and celebrate wins.
• Navigate the Voice of the Customer dashboard and check, resolve and close the loop on customer alerts, cases and comments.
• Review and maintain Throughput Tracking charts to identify opportunities in Speed of Service.
• Assist General Manager in maintaining labor budgets by utilizing forecasts, hourly sales readings and daily variance reports to adjust labor as needed.
• Assist General Manager with completing weekly crew schedules.
• Assist the General Manager in screening applications and conducting crew interviews.
• Assist General Manager with maintaining and updating Restaurant Communication Board.

Required Skills and Experience:

• High school diploma or GED.
• Must be 18 years of age.
• Must be able to pass criminal background check and drug screening.
• One or more years of restaurant experience preferred.
• Ability to multi-task while maintaining composure and give sound advice and direction.
• Must be able to take direction, give direction, work well in a team environment and have a strong customer orientation focus.
• Must exhibit professionalism, composure and discretion when expediting or resolving all customer related concerns and issues.
• Ability to work, concentrate and perform duties accurately in a fast-paced environment that may involve noise and hot/cold temperatures.
• Must be able to stand for prolonged periods of time.
• Ability and willingness to wear a headset.
• Physical ability to lift up to 25-50 pounds as necessary, reach, push, pull, bend, kneel and stoop.
• Must be available to report to work promptly and regularly, as well as work all dayparts and days of the week.
• May be required to transfer from one location to another and must have the ability to travel to other restaurants as business needs dictate.

Preferred Qualifications:

• Must have or be willing to obtain ServSafe certification.
• Previous customer service management experience in quick-service restaurants.
• Experience with Voice of the Customer reporting and analytics.

Compensation and Benefits:

• Direct deposit for easy payroll processing.
• Free meals during shifts.
• Pay for gradeswe pay you for being an excellent student!
• Paid vacation.
• Annual performance review and performance-based wage increases.
• Quarterly bonuses based on restaurant performance.
• Medical, dental and vision benefits.
• On-the-job training.
• Advancement opportunities within the organization.
• Fun, recognition and team environment.
• 401(k) retirement savings plan.
• Shoe credits.

About WENDY'S:

This job opportunity is with one of our many franchisees. Independently owned and operated, Wendy's franchise organizations determine their own compensation, benefits and career programs which may vary from company-owned locations. At Wendy's, we value customer service excellence and empower our managers to create a service culture that delights every customer. Join our team and be part of a fun, recognition-focused environment where your contributions to customer satisfaction are celebrated and rewarded!