Customer Service Representative

4 weeks ago

Galloway, United States Icon Hospitality Full time
Job DescriptionJob Description

Job Description

Job Title: Customer Service Representative

Department: Operations

Reports To: Restaurant Manager

Summary

Customer Service Representative takes orders, serves take out food and drinks, answers

inquiries about menu and attends to wishes of guests, as well as suggestively selling food and

drinks. Must present a positive first impression of the restaurant’s friendliness, excellent service

and high standards.

Essential Duties and Responsibilities

Include the following and other duties may be assigned. Maintains a cheerful, courteous disposition

and a neat, clean professional image. Greets guest upon entering the restaurant and assists

guests while on a waiting list. Notifies manager of any guest that is perceived to be unhappy.

Bids farewell to guests as they leave. Ensures everything was satisfactory and invites guests’ to

Return.

Serve guests and creates a warm and fun atmosphere for both guests and employees. Answers

questions about food and drinks including their ingredients, preparation and accompanying items.

Merchandises menu items, such as appetizers, entrees, beverages and desserts. Rings up orders on

POS quickly and in proper courses and uses appropriate abbreviations and charges. Follows alcohol

awareness procedures for preventing intoxication of guests and for handling intoxicated guests.

Responsible for justifying bank at end of shift as per company policy.

Keeps Gourmet To Go station clean and organized. Ensure all areas are clean. Restocks necessary supplies and brings all areas up to standard. Discusses problem areas with manager. Performs shift change and / or closing duties. Answers telephone within two rings and answers questions accordingly.

Keeps immediate supervisor promptly and fully informed of all problems or unusual matters of significance and takes prompt corrective action where necessary or suggests alternative courses of

action which may be taken.

Performs all duties and responsibilities in a timely and effective manner in accordance with established company policies to achieve the overall objectives of the position. Maintains a favorable working relationship with all other company employees and purveyors to foster and promote a cooperative and harmonious working climate, which will be conducive to maximum employee morale, productivity and efficiency / effectiveness. Attends scheduled mandatory staff meetings.

Provides a favorable image of the Company at all times to promote its aims and objectives,

and to foster and enhance public recognition and acceptance of all its areas and endeavor.

Supervisory Responsibilities

This job has no supervisory responsibilities.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies :

Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance.

Interpersonal Skills - Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas.

Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions.

Teamwork - Contributes to building a positive team spirit; Supports everyone's efforts to succeed.

Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Commits to long hours of work when necessary to reach goals.; Completes tasks on time or notifies appropriate person with an alternate plan.

Problem Solving - Identifies and resolves problems in a timely manner.

Safety and Security - Observes safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly.

Attendance/Punctuality -Is consistently at work and on time.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

High school diploma or general education degree (GED); or six to twelve months related experience and/or training; or equivalent combination of education and experience.

Language Skills

Ability to read and speak the English language, interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure. Ability to compute percent. Ability to make change.

Reasoning Ability

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills

To perform this job successfully, an individual should have knowledge of Order Processing and POS system; Spreadsheet software and Word Processing software.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to climb or balance and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually very loud. Must be able to hear well in a loud environment in order to answer telephone and respond to guests requests.

Note: The statements herein are intended to describe the general nature and level of work being performed by the employee, and are not to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified. Furthermore, this does not establish a contract for employment and is subject to change at the discretion of the Employer.

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