Chick-fil-A, Inc.

Customer Service Team Lead (Shift: 12:30-9:00pm)

ID 2023-14499
Posted Date 1 week ago(9/15/2023 4:17 PM)
Number of Openings
Job Locations
Min. Exp. (Yrs)
Job Function
Customer Service


A wholly owned subsidiary of Chick-fil-A, Inc., Chick-fil-A Supply is a distribution service provider focused entirely on serving the unique needs of Chick-fil-A® restaurants. Due to steady, year-over-year sales and volume growth, combined with the complexity in our Restaurants, Chick-fil-A believes it’s best able to serve current and future Restaurant needs through distribution innovation that extends the Chick-fil-A culture of care to those it serves, as well as those it employs. This new subsidiary is in the early stages of development and is a dynamic, fast-paced work environment focused on launching this new service to Restaurants across the nation.


As a Lead Restaurant Services Team Member, you will assist the Principal Team Lead with oversight of day-to-day activities, motivating the team to achieve and maintain a high level of service to Owner/Operators and their teams, assist with issue and process resolution, and drive innovation contributing to the growth of Restaurant Services processes and technology.


The shift for this position is Monday - Friday, 12:30-9:00pm. This position will be required to offer Saturday support on a rotational basis and is located at Atlanta, GA. 


  • Directly support Restaurant Operators and team members; provide quick resolution of issues and questions received via phone calls, emails and incident management intake application
  • Ensure incidents are assigned and completed in accordance with established Service Level Agreements (SLAs)
  • Provide oversight of daily reports ensuring all exceptions are delegated and addressed in a timely manner  
  • Serve as first point for team escalations; resolve challenging restaurant concerns and internal process related issues
  • Plan and delegate the assignment of restaurant ownership to each Customer Service Representative
  • Ensure alignment of team member schedules for proper coverage
  • Partner with Warehouse, Transportation, Oracle, and other key business stakeholders to address all issues relative to the delivery and order management process
  • Complete call monitoring reviews; identify and proactively escalate issues to leadership
  • Ensure SOPs and Job Aids are maintained and reflect current processes
  • Identify opportunities to improve systems and processes and assist with testing solutions
  • Train and mentor new hires

Minimum Qualifications

Required Business Qualifications:

  • 2+ years of customer service experience
  • Strong relationship building skills and exceptional ability to communicate effectively across a range of stakeholders including Restaurant Operators and Distribution Center management
  • Demonstrated ability to adapt to change and respond to difficult and challenging situations in a professional manner
  • Proven record of working independently with little oversight; prioritize tasks and workload
  • Exceptional attention to detail and organization
  • High degree of initiative and urgency
  • Proactive problem solver
  • Solutions oriented

Preferred Qualifications

  • 3+ years of customer service and/or relationship management experience
  • Experience in Operations Coordination or similar job function is a plus

Minimum Years of Experience


Travel Requirements


Required Level of Education

High School

Preferred Level of Education

Associates Degree


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