Customer Service Manager

Sioux Falls, SD, USA|Travel, Onsite

Job Overview

Employment Type

Full-time

Work Schedule

Flexible

Benefits

Direct Deposit

Free Meals

Paid vacation

Annual performance review

Performance based wage increases

quarterly bonuses

medical benefits

Dental benefits

vision benefits

on the job training

Advancement opportunities

Fun environment

recognition

team environment

401(k)

Shoe credits

Job Description

Wendy's is a well-established fast-food restaurant chain known for its quality food, exceptional customer service, and vibrant work culture. Founded in 1969, Wendy's has grown to become one of the largest and most recognized quick-service restaurant brands worldwide, celebrated for its fresh ingredients and made-to-order menu offerings. The company is committed to fostering a welcoming and inclusive environment for both its customers and team members. Wendy's prides itself on its dedication to excellence and innovation in the fast-food industry, continuously striving to enhance the customer experience through outstanding service and operational efficiency. As part of its operational philosophy, Wendy's invests in the development and growth of its employees, providing numerous opportunities for career advancement and skills training. This commitment extends to creating a supportive workplace where teamwork, respect, and employee recognition are highly valued. Joining Wendy’s means becoming part of a dynamic and energetic team that values positive customer interactions and operational excellence.\n\nThe role of a Customer Service Manager at Wendy's is pivotal in shaping a customer-focused service culture dedicated to "Delight Every Customer." This leadership position involves inspiring and motivating the entire restaurant team to prioritize superior customer service, ensuring that each shift is structured to meet and exceed customer expectations. The Customer Service Manager leads by example, facilitating effective communication through daily huddles and Talk to Me (TTM) sessions, which are vital to maintaining alignment on service priorities and goals. A key responsibility of this role is collaborating with restaurant management to identify and capitalize on opportunities to enhance both service quality and restaurant profitability. The ideal candidate takes charge of daily operational planning, guaranteeing that the team adheres to established standards for food safety, speed, and friendliness. This role requires attention to detail in supervising shift activities, ensuring the restaurant is clean, well-staffed, and ready to serve customers efficiently during peak times. Additionally, the Customer Service Manager is involved in crucial administrative functions such as cash management, staff scheduling, and crew training, all of which contribute to the seamless operation of the restaurant. This position offers a comprehensive experience that blends customer engagement, team leadership, operational oversight, and business management within a fast-paced and rewarding environment. It also provides ample opportunities for professional growth, supported by Wendy’s ongoing training programs, performance evaluations, and a strong team-oriented workplace culture.

Job Requirements

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
Must have or be willing to obtain ServSafe certification

Job Qualifications

High school diploma or GED
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

Job Duties

Training, monitoring and reinforcing food safety procedures to crew members
Acting as Cash Manager as needed, including setting up cash registers at open, reconciling cash registers throughout the shift, and verifying cash at close
Acting as Operations Leader, organizing, overseeing and supervising shifts by completing and executing the Daily Operations Plan
Performing 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
Utilizing flow charts and checklists to ensure complete and timely opens, closes and post rush activities while maximizing labor efficiency
Working with restaurant management team to train, develop and communicate with crew members and Team Trainers through Four Corner Training, team huddles, manager meetings, etc
Supervising crew members and Team Trainers in a way that maximizes retention
Helping to 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 that the restaurant attains/exceeds all customer service standards
Executing weekly and positional cleaning schedules by assigning, coaching and following up on cleaning tasks with crew members
Conducting regular table visits to gain feedback on customer experience and coaching crew members based on findings
Running and analyzing Voice of the Customer reports to diagnose Speed and Friendliness opportunities
Take appropriate action with crew members to improve performance and celebrate wins
Navigating the Voice of the Customer dashboard and checking, resolving and closing the loop on customer alerts, cases and comments
Reviewing and maintaining Throughput Tracking charts to identify opportunities in Speed of Service
Assisting General Manager in maintaining labor budgets by utilizing forecasts, hourly sales readings and daily variance reports to adjust labor as needed
Assisting General Manager with completing weekly crew schedules
Assisting the General Manager in screening applications and conducting crew interviews
Assisting General Manager with maintaining and updating Restaurant Communication Board