Customer Service Lead

hace 4 semanas

Río Cañas Barrio, Puerto Rico Mod Pizza A tiempo completo
MOD Restaurant Operations Manager

MOD Restaurants is a movement that believes companies can and should be a force for good in the lives of the people they employ and the communities they serve. As a MOD Restaurant Operations Manager, you will be responsible for driving store operations during scheduled shifts, modeling, teaching, and demonstrating the MOD's purpose in all interactions. Your goal is to set the tone for the shift, create a positive vibe, and welcoming atmosphere for both Squad and customers.

Key Responsibilities:

  • Set and sustain the tone of the shift by keeping the energy high.
  • Create a positive vibe and welcoming atmosphere for both Squad and customers.
  • Responsible for quality and safety of all food.
  • Listen, acknowledge, and resolve any Squad member and/or customer concerns.
  • Escalate issues that require resolution to the store coach or GM as appropriate.
  • Keyholder responsible for cash within the shift in an accurate manner.
  • Take inventory and place orders as needed and directed by the GM.
  • Conduct coaching in the moment.
  • Manage shift duties checklists and address/escalate any equipment malfunctions.
  • Focus on the growth and well-being of the Squad and celebrate wins.

MOD Values:

  • Embrace change and seek to learn and improve every day.
  • Focus on finding the solution, not dwelling on the problem.
  • Be generous with your time. Show patience and grace when answering questions and be of service to others.
  • Express appreciation for the generosity of others.
  • Show compassion, understanding, and willingness to support others without judgment.
  • Play a proactive role in creating a safe environment for all customers and squad members.
  • Demonstrate and embody MOD culture and standards.

Required Qualifications:

  • Minimum 6 months in the All Star position and demonstrate quality coaching, training, and multi-tasking within the shift.
  • Minimum of 1 year of customer service or restaurant experience.
  • Must be at least 18 years old.
  • Previous experience coaching, teaching, and inspiring others.
  • Proven success in following and enforcing processes and standards; correcting and coaching in a compassionate manner.
  • Customer service skills and a proven ability to remain calm and focused.

Preferred Qualifications:

  • Experience successfully providing on-the-job training to others in a rapidly changing environment.
  • Experience as a shift lead in a retail environment.

Working Conditions:

  • High noise levels due to operations, customers, and overhead music.
  • May be indoor or outdoor setting depending on store (varied weather conditions are expected).
  • Varying schedule to include evenings, holidays, and extended hours as business dictates.
  • Will work near moving or mechanical parts.
  • Will work inside a walk-in refrigerator and freezer.

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