Summary of Job Scope and Expectations:
The Customer Service Care Manager is responsible for leading a team of Guest Care Representatives, who respond directly to guest calls and correspondence. This position develops and coaches Guest Care associates to enhance their performance and works with the Sr Manager, Guest Care & Insights on staffing, evaluating, and retaining qualified staff. The Manager is responsible for conducting analyses on all guest care data (GEM, OSA) and identifying guest experience trends. This position presents research findings on emerging trends and patterns to Operations leadership and soliciting their input and feedback. The Manager oversees the preparation of periodic data analysis and management of third-party vendors, and works with the VP, Guest Marketing on developing long-term solutions for a better guest experience.
The essential functions in this job description are not all-inclusive of this job's duties and responsibilities. Reliable and dependable attendance is required.
Recruits, selects and develops an effective and efficient Guest Care team who directly interact with guests concerning their commendations, questions, and concerns. The Guest Care team also coordinates GEM, OSA and other approaches to gaining data on the guest experience.
Partners with Operations leadership and solicits their input and feedback related to guest inquiries and concerns. Communicates overall trends to leadership. Provides information to specific locations as well as to Operations leadership on the quality of the guest experience, including any national, regional or local trends.
Conduct analysis on all Guest data, identify trends on a national, regional, and local levels and prepare/present findings and recommendations.
Partner with Sr Manager to plan for contact center including defining roles and responsibilities, use of new tools and technologies, implementing best practices for Guest interaction and satisfaction and developing long-term solutions for a better Guest experience
Relays any serious guest care issues to Risk Management or FSQA as appropriate.
Manage Guest Care programs, channels, and/or applications/tools (leading team specialists) including but not limited to: Yelp, Social Media (Facebook, Twitter, Instagram), Mystery Shop (OSA), Guest Satisfaction/Experience Survey (GEM), Salesforce, Spredfast, etc.
Conduct review of staffing, technology, process and procedures, etc. and author business cases for improvements.
Bachelor's degree in Marketing, Communications or related field required
Minimum five - seven years of customer service and/or Operations experience with increasing management responsibility, preferably in a retail/hospitality operations environment
Successful completion of annual store training
KNOWLEDGE, SKILLS, AND ABILITIES:
Ability to develop, model and teach Panda's Mission, Values, and Culture
Strong knowledge of Marketing disciplines, call center management, and customer service best practices
Strong knowledge of the retail restaurant industry
Strong people management and team building skills
Strong financial and project management skills
Strong relationship building skills applied internally and externally
Strong leadership skills
Ability to manage, lead, coach, and develop other associates
Ability to collaborate with senior leadership to address crisis communications
Ability to conduct complex negotiations
Ability to build consensus and resolve conflicts
Ability to enroll others in Guest Care initiatives and facilitate process
Ability to effectively influence and negotiate with vendors
Ability to effectively communicate the values of the organization and handle confidential information
Ability to solve complex problems independently
Ability to embrace change and continuous learning