Call Center-Lead Guest Recovery Rep

POSITION SUMMARY AND MISSION:As a Guest Recovery and Shift Lead representative you will perform leadership, management, and organization tasks to ensure team members work efficiently and effectively during their shift. This includes supervising employees and assisting with tasks as necessary. You will also contribute to City Barbeque success by also supporting City Barbeque by way of serving our joints and guests by helping our guests find the perfect meal for their occasion, answering general questions about our menu, handing 86 Requests, guest complaints over the phone, providing second level support to our third-party call center as well as providing second level support to the Guest Service Representatives as needed.

Responsibilities and essential job functions include but are not limited to the following:
  • 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
  • Act as a second level support for forwarded calls from our third party call center.
  • 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
  • Have the ability 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.
  • Reports directly to the Guest Recovery Supervisor and indirectly to the Guest Recovery Manager


Job Duties include but are not limited to the following:
  • Take incoming phone calls from guests calling our joints
  • Provide first call resolution for all guest concern calls
  • Serve as tier 2 order support for our Third-Party Call Center
  • 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 Relations Representatives
  • Respond to Call Off's 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
  • Forwarding and un-forwarding calls to third party call center at the appropriate times
  • Entering the daily lunch order for teammates and ensuring that teammates are adhering to our lunch policies
  • All other duties as assigned

  • Work is performed in an office environment and requires the ability to operate standard office equipment, computers, and keyboards. Sedentary work.