A Fresh Approach To Great Results.
Charlotte-based Compass Group North America is the leader in foodservice management and support services. By combining fresh ideas with the industry’s greatest talent, we continue to set the standards for food and service excellence. Our vision for success is a powerful one – to continue to rise above the competition in every aspect of our business – from leading-edge technology, to purchasing, to foodservice, to catering and vending, to facilities management and support services. That kind of commitment commands only the best, and it.s our great people providing great service that generates our great results. In turn, it’s important to us that our talented employees be given the proper resources to achieve their fullest potential. Play a key role in our future success:
Morrison Management Specialists, a member of the Compass Group, is the nation’s only food service company exclusively dedicated to providing food, nutrition and dining services to the healthcare and senior living communities through its two operating divisions: Morrison Healthcare Food Services and Morrison Senior Living. With over 1,200 registered dietitians, 200 executive chefs and 16,600 professional food service team members, Morrison is actively committed to fostering ways to enjoy great-tasting, healthy food through socially responsible practices and superior customer service. Morrison serves over 800 client locations in 41 states including some of the largest and most prominent integrated healthcare systems and senior living communities in the United States.
Morrison started over a half century ago with the idea of bringing our retail expertise to hospitals. Today, we are an industry leader with national reach. We are guided by values that we call The Morrison Way: trust, team, customer focus, learning, and profit. Since the beginning, our strategy hasn’t changed…we achieve our goals by helping our customers meet theirs!
Job Description:
The Customer Experience Manager position is an exciting opportunity for an energetic, entrepreneurial manager who is constantly seeking a better way to conduct business. Because this manager is usually the first contact many people have with Morrison Healthcare Foodservice, this manager is expected to be an ambassador for the company. The positive “Morrison Way” attitude that is established by our customer service managers sets the tone for the opinion many associates have of the Morrison organization. You will have responsibility for implementing service standards and promoting a culture of exceptional customer service throughout their area of responsibility. You will coordinate or facilitate training for salaried and hourly associates on customer service performance standards, processes and initiatives to create a culture of service excellence for all customer groups – patients, client employees and physicians, retail visitors, catering, clients and fellow associates throughout the organization.
Responsibilities:
- Identifies areas within the account to assist with increasing and/or maintaining patient satisfaction
- Identifies characteristics and programs in these areas
- Recommends mechanisms to quickly and practically share and implement these programs in areas not meeting customer satisfaction goals
- Train team members on customer satisfaction tools
- Implementation of all aspects of MHFS’s customer service policies, objectives and goal setting
- Conducts “train the trainer” and customer service training for team members
- Assists in developing and or adapting appropriate customer service training materials for all positions as directed by the customer service team
- Maintains customer service training content and constantly looks for ways to improve guides, manuals and training procedures
- Responsible for achieving the goals and objectives developed for the Customer Service Team
- Must work closely with other corporate and regional team staff to support field and corporate initiatives
- Reads and complies with all policies and procedures of Morrison and Compass as appropriate
- Acts as liaison between Morrison/ Compass Training Organization and account leadership
- Works closely with Culinary, Marketing and Clinical support teams to ensure smooth implementation of all programs and a review of new programs to provide appropriate customer service
- Completes all daily, weekly or monthly reports as outlined in the corporate policies and procedures on a timely basis meeting all prescribed deadline
- Projects and practices consistent ownership attributes, which provide a high level of customer service at all points of contact
- Participates in Patient Visitation rounds with account management team during each site visit, ensures that Morrison Patient Visitation policies and procedures are followed
- Develops and maintains excellent consensus building, influencing and communication skills (written and verbal)
- Exhibits exceptional organization skills
- All other duties as assigned.
Qualifications:
- Bachelors Degree preferred
- Minimum of five (5) years of Food Service or Clinical Management in a Healthcare setting
- Minimum of two (2) years experience in implementing customer service policies and objectives for multiple customers, e.g., retail services, patient services, clients, team members, etc
- Successful track record of assessing training needs, developing training programs, and implementation of training programs to ensure customer expectations are met
- Experience in conducting post-implementation discussions with client management and other team members to determine satisfaction levels
- Experience in identifying additional client requirements for product, service, and education
- Strong supervisory, leadership, management and coaching skills
- Strong communication skills both written and verbal
- Ability to communicate on various levels to include management, client, customer and associate levels
- Ability to calculate figures and amounts such as discounts, proportions, percentages, area, circumference, and volume
- Ability to apply concepts of basic algebra and geometry
- Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations
- Ability to write reports, business correspondence, and procedure manuals
- Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public
- Proficient computer skills to include; various computer programs, Microsoft Office programs, e-mail and the Internet
- Ability to multi-task as well as stay on task and concentrate with constant interruptions
- Travel required with the local area
Great People. Great Service. Great Results.
At Compass Group North America, our superior balance of efficiency and quality attract the highest caliber level of service our clients deserve. We retain the finest workers with a highly competitive compensation and comprehensive benefits plan. If you’re looking for a career where you set the standard for personal advancement, then Compass Group North America is for you! Working together, we will continue to experience success as the industry’s best.
Achieving leadership in the foodservice industry
Compass Group North America is a diversity growth-oriented organization. Our goal is to improve the quality of work life by using fair and consistent treatment and providing equal growth opportunities for ALL associates. We are an Equal Opportunity Employer that considers applicants without regard to race, sex, religion, national origin, disability or protected veteran status.
Job ID: AH03111545143