Customer service manager

Supervise, motivate, evaluate, and coach 20+ employees and facilitate effective training programs.
● Maintain inventory control of all products and enforce all proper food sanitation procedures.
● Follow procedures for safe food preparation, assembly, and presentation while ensuring that employees
adhere to policies.
● Prepare weekly reports on sales, profits, etc. and document them
● Ensure the labor goal is met at 22% at the end of the closing shift.
● Recruit new and capable staff and train them.
● Navigate through multiple software applications to quickly and effectively resolve customer queries
● Ensuring substitutions are approved with the customer.
● Stock receivables and manage inventory, including shelf life.
● Pick orders that come through the app (Uber, grubhub, DoorDash), pack the order and hand off to our
drivers.

Primarily responsible for providing excellent customer service and trauma-informed live responses to at least 15+ incoming calls, chats, emails, and walk-in contacts during designated shifts.
● Callers are well educated on intimate partner violence and all available services.
● Maintain excellent quality standards for all client programs; adhere to program requirements and
guidelines.
● Able to remain calm, show resilience and demonstrate excellent listening skills to effectively resolve
problems.

● Provides relief and back-up coverage for LAP Outreach Program and Administrative Front Desk when needed.
● Ensured that all communications are answered in a timely manner, with minimal or no abandonment.
● Provide crisis intervention, safety planning, resource referral, and proactive advocacy to victims, as well as
their families, friends and the community in general
● Attend internal and external meetings and trainings to ensure up to date understanding of agency and
community resources and response strategies.
● Communicate openly and honestly, working as a team with other staff, and demonstrating a positive,
solution-oriented attitude when working with contacts and colleagues.
● Provide compassion, support, patience, information and referral to all victims, families, friends,
professionals, donors, and other individual contacts during designated shifts.
● Perform timely data entry related to each contact, as well as other administrative tasks as needed for
essential Contact Center or site functions. This may include filing call reports, organizing call center spaces, responding to voicemails, etc.

Managed a wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
● Answered 50-100 calls daily depending on the volume of the week day.
● Provided an elevated customer experience to generate a loyal clientele.
● Reported policy changes and company conditions affecting customer satisfaction.
● Maintained all departmental productivity, quality, and timeliness standards.
● Accurately transcribe and document information received via form into client databases.