Customer Service Representative

7 days ago

Batavia, New York, United States Clark Holdings Inc. Tim Hortons Full time
Customer Service Team Member Job Description

We are seeking a friendly and energetic Customer Service Team Member to join our team at Tim Hortons in Batavia, NY. As a Customer Service Team Member, your top priority is providing exceptional guest experiences. You will have the opportunity to deliver outstanding customer service, process food orders, clean public spaces, and prepare food and beverage orders.

Hospitality & Customer Service:
  • Create a positive first impression by maintaining a clean and inviting dining room, parking lot, and wearing proper attire.
  • Ensure coffee and products are always fresh and accurate by following our REV procedures.
  • Deliver exceptional customer service through a friendly attitude, attentive behavior, and in-depth product knowledge.
  • Enhance the customer experience by following the S.E.T. Principles: Smile, Eye Contact, Thank You.
  • Use proper procedures to ensure accurate orders, such as repeating the customer's order and verifying what products are being delivered to each customer.
  • Greet customers promptly and warmly within 5 seconds at the front counter and drive-thru.
  • Maintain speed of service targets by working efficiently and meeting customers' needs.
Restaurant Operations:
  • Adhere to all operational standards and guidelines for product preparation.
  • Prepare all products accurately by following the order monitor.
  • Communicate showcase and product needs to ensure availability for customers.
  • Regularly monitor and record temperatures of required products.
  • Keep the front counter and drive-thru area clean, organized, stocked, and ready for rush periods.
Policies & Procedures:
  • Follow all restaurant policies, procedures, and standards.
  • Practice proper hand washing techniques and adhere to sanitation guidelines.
  • Complete all sanitation tasks as outlined.
Health & Safety:
  • Work in compliance with occupational health and safety legislation.
  • Follow safe work practices and procedures.
  • Use required personal protective equipment.
  • Report any injuries, accidents, unsafe conditions, or contraventions of health and safety regulations promptly to the Restaurant Manager or Human Resources.
  • Operate equipment and machinery safely to ensure the well-being of everyone.

Qualifications:

  • Excellent customer service skills with a friendly and welcoming attitude.
  • Ability to work in a fast-paced environment with a sense of urgency.
  • Strong communication and interpersonal skills.
  • Ability to work on a team and with multiple employees.
  • Attention to detail and ability to accurately process orders.
  • Willingness to assist with training new employees.

Physical Requirements:

  • Frequent reaching and manual dexterity.
  • Continuous standing on tiled surfaces.
  • Use of headset for order processing at the drive-thru.
  • Ability to stand for long periods.
  • Frequent walking and occasional lifting of supplies/products.
  • Exposure to cold and high heat temperatures.

Other:

  • Regular and predictable attendance is an essential function of this job.
  • Working with multiple employees, serving & preparing a variety of food and beverages for customers, and interacting directly with customers and other employees is an essential function of this job.

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