Sr. Customer Service

The Sr. Customer Services is responsible for providing guidance and coaching to the field operations team while conducting virtual operations excellence reviews in franchise stores. The Operations Excellence Coach must drive constant Operations Excellence Improvement during each virtual store visit.

• Demonstrates the ability to drive continuous progressive improvement. 

• Manages productivity and utilization-focused on Client-Specific KPIs and Goals set by AUXIS Management.  

• Follows brand protocols and standards. 

• Follow administrative process and schedules accordingly to meet required visit count. 

• Accurately and objectively review brand systems and processes. 

• Verifies and drives complete and timely execution of corporate and local marketing programs. 

• Review and follow up on action plans to drive system improvements. 

• Provide immediate positive and constructive feedback (written/verbal) to store management, team, and Franchise Owners during store visits.          

• Demonstrate the ability to identify positive performance and provide recognition during every virtual visit. 

• Provide insight and analytics on common patterns and trends identified during the visits.  

• Education: High school diploma or higher.
• Languages: English and Spanish (oral and written proficiency at 90% or higher; C1 level or above).
• Experience: Minimum 2 years of customer-facing experience in service centers.
• Technical Skills: Advanced knowledge of Microsoft Office (Word, Excel, PowerPoint).
• Time Management: Strong planning, organizational, and time management skills.
• Facilitation: Ability to lead third-party vendors and facilitate processes effectively.
• Presentation: Good presentation skills; motivating and persuasive.
• Attention to Detail: Service-oriented, able to maintain confidentiality and handle sensitive information while adhering to strict data privacy standards.
• Analytical Skills: Strong analytical skills are essential.
• Communication: Excellent interpersonal, written, and verbal communication skills, with the ability to build strong relationships.
• Flexibility: Willing to work on weekdays in a hybrid work-from-home and on-site model.
• Work Ethic: Strong integrity and commitment to high-quality work.
• Industry Experience: Experience in food or restaurant industries is a plus.
• Independence: Ability to work independently with minimal supervision.
• Teamwork: A collaborative team player who values being part of a successful, world-class organization.