Guest Experience Representative, Hybrid

Description:

Summary of Position:

Iacofano’s Guest Experience Representative is the liaison between our company and its current and potential customers and employees. The successful candidate will be able to accept ownership for effectively solving customer and employee issues, complaints and inquiries; keeping customer satisfaction at the core of every decision. Representatives are expected to perform all duties via established policies and procedures, while demonstrating excellent telephone and email etiquette in a professional and courteous manner.

Duties & Responsibilities:

• Accept ownership effectively by taking phone and email order
• Keep customer satisfaction at the core of every decision and behavior and creating a positive internal customer service experience.
• Solve customer complaints and inquiries
• Manage large amounts of inbound and outbound calls and emails in a timely manner
• Identify customers’ needs, clarify information, research issues and provide solutions and/or alternatives
• Seize opportunities to upsell products with incoming orders
• Build sustainable relationships and engage customers by going the extra mile
• Meet personal/team qualitative and quantitative targets
• Positive Internal Customer Service
• Follow up calls on previous orders
• Cold calling potential clients
• Follow communication “scripts” when doing follow-ups and cold calls

Requirements:

Qualifications:

• 1 year of proven experience in a customer support role (required)
• Quick Books experience (preferred)
• Previous food service experience helpful (preferred)
• Strong phone and verbal communication skills along with active listening
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities and manage time effectively
• Self-motivated and able to work independently
• Dependable and timely
• Quick Books experience helpful
• Previous food service experience helpful