Call Center-Lead Guest Recovery Rep

Job Overview

The Guest Recovery and Shift Lead representative will report to the Guest Services Supervisor and indirectly to the Guest Recovery Manager. This role involves performing leadership, management, and organizational tasks to ensure team members work efficiently and effectively during their shift. This includes supervising employees and assisting with tasks as necessary.

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
• Able 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

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 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.