Call Center Representative

Job Title: Call Center Representative

Job Grade/Classification: Non-Exempt

Reporting Structure: This position reports directly to the District Manager or Manager

Supervisory Responsibilities if Applicable (List any Direct Reports): None

Job Summary:

This position works in a fast-paced, customer-oriented environment. The position serves the company in the role of sales and service, and provides an exceptional service experience for the customer. The position assists the customer with specific food and beverage options and supports them in selections and purchases. The position is responsible for providing the customer with pricing totals for their order.

Responsibilities, Duties & Accountabilities:

The core, critical and essential work duties, functions and responsibilities of the position are as follows:

• Interfaces with customers by telephone or electronically to receive and process food and beverage orders
• Performs customer service functions and maintains an accurate accounting and record of all customer transactions
• Identifies sales opportunities, through customer interaction and engagement
• Supports the customer experience and increases sales through product knowledge and suggestions to the customer

• Offers alternative product ideas or suggestions for customers
• Responsible for handling complaints from customers, tactfully and professionally addressing and resolving their concerns and complaints, and bringing them to management?s attention

• Effectively maintains a professional work environment and work relationships with coworkers, exercising tact and professionalism in all matters
• Takes a proactive, positive and sincere interest in our customers, ensuring continuity of the company?s long-standing relationship with the community
• Complies with all company policies, standards and protocols, Standard Operating Procedures (SOP?s), Departmental Checklists and other required rules and practices
• Follows safety and security practices and protocols; and ensures these processes are timely, sufficiently and consistently followed; successfully completes and complies with all daily and other routine Departmental Checklists (Ex: Opening Checklist, Closing Checklist, Cleaning Checklist, etc.) and Standard Operating Procedures (SOP?s), adhering to these with the utmost attention to details related to cleanliness and safety
• Complies with all training (in-person, video, classes, etc.) and successfully participates in and completes/passes all required trainings; follows all Departmental Checklists and Standard Operating Procedures (SOP?s)
• Performs other duties as assigned

Position Requirements and Qualifications:

• High School Diploma or Equivalence
• Must be at least 18 years of age
• Demonstrated knowledge and ability to perform basic accounting skills, computer and calculator keyboarding skills
• Ability to perform multiple duties at once
• Ability to work well individually and within a team-setting
• Above-average communication skills and problem-solving skills
• Demonstrated ability to establish and maintain effective work relationships with other employees, exercising tact and professionalism in all matters
• Demonstrated professional demeanor and satisfactory ability to maintain confidentiality and use good judgment, demonstrated conscientious and dependable
• Ability to adhere to regular and routine attendance and to work evenings and/or week-ends and holidays
• Ability to maintain a satisfactory and required attendance, punctuality and ability to work flexible schedules

This job description is not designed to provide a comprehensive listing of duties and activities, which may change within the timeframe of the job description.