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Customer Support Associate

2 months ago

Burbank California, United States Domino's Franchise Full time
Position Overview

The following general description pertains to all hourly team members in the store. Please review the detailed information outlined below.

Customer Support Associate

KEY RESPONSIBILITIES

  • Operate all necessary equipment, transfer ingredients from delivery zones to storage and work areas, prepare all menu items, utilize proprietary technology, manage and process telephone orders, conduct inventory checks and complete related documentation, maintain cleanliness of equipment and facility on a daily basis, and provide ongoing training for new products. Strong communication skills are essential, as well as the ability to interact verbally with customers and colleagues to process orders both over the phone and in person.
ESSENTIAL SKILLS AND FUNCTIONS

Ability to perform basic arithmetic operations accurately and swiftly (calculator usage permitted). Must be capable of providing correct monetary change. Proficient verbal, written, and telephone communication skills are necessary for order processing. Good hand-eye coordination is required for precise and rapid movements.

WORK ENVIRONMENT

EXPOSURE TO:
Various and occasionally challenging weather conditions when performing outdoor tasks. In-store temperatures can range from 36 degrees in coolers to over 90 degrees in certain work areas. Sudden temperature fluctuations may occur. Exposure to food odors, cornmeal dust, and cramped spaces including walk-in coolers. Hot surfaces and tools can reach temperatures of 500 degrees or higher. Caution is required around sharp edges and moving mechanical parts.

SENSORY REQUIREMENTS:
Effective communication through talking and listening on the phone. Near and mid-range vision is necessary for most in-store tasks. Depth perception and the ability to distinguish between hot and cold surfaces are essential.

PERSONAL ATTRIBUTES:

Ability to lead activities, perform repetitive tasks, work independently and collaboratively, handle stress, meet strict quality standards, interact with people, analyze data, and make informed decisions.


PHYSICAL DEMANDS:

STANDING:
Most tasks are performed while standing. Walking surfaces include ceramic tile and linoleum in food processing areas. Work surfaces are typically between 36" and 48" high.

WALKING:
Walking is generally for short distances and durations. Delivery personnel must travel between the store and the delivery vehicle, as well as from the vehicle to the customer's location.

SITTING:
Administrative tasks are usually completed at a desk or table.

LIFTING:

Bulk product deliveries occur multiple times a week and are unloaded by team members using hand trucks. Deliveries may include cases of ingredients and supplies weighing up to 50 pounds with dimensions of up to 3' x 1.5'. Cases are typically lifted from the floor and stacked onto shelves up to 72" high.


CARRYING:
Large cans weighing approximately 3 pounds, 7 ounces, are transported from workstations to storage. Occasionally, pizza sauce weighing 30 pounds is carried from storage to the front of the store.

Trays of pizza dough, weighing around 12 pounds each, are carried three at a time over short distances. During deliveries, team members carry pizzas, sides, and beverages while performing walking and climbing tasks.



DRIVING:
Deliver pizzas within a designated area. Team members may make several deliveries during a shift.

PUSHING:
Pushing is required to move trays placed on dollies.

A stack of trays on a dolly typically measures 24"-30" and requires a force of up to 7.5 pounds to push.

Trays may also be pulled.

CLIMBING:

Team members may occasionally need to navigate stairs or climb ladders for tasks such as changing prices on signs, cleaning walls, or performing maintenance. During deliveries, navigating multiple flights of stairs may be necessary.



BENDING:
Forward bending at the waist is required at the pizza assembly station. While toe room is available, workers cannot flex their knees while standing at this station. This position is typically held for approximately 40-45 seconds at a time, repeated throughout the day. Forward bending is also necessary at the front counter when stocking ingredients.

SQUATTING:
Occasionally performed to stock shelves and clean low areas.

REACHING:
Continuous reaching is required; up, down, and forward.

Workers may reach above 72" to operate oven controls, change prices on signs, and lift or lower objects to and from shelves. Tasks such as scooping cornmeal or washing dishes require reaching down, while obtaining topping ingredients or cleaning work surfaces necessitates forward reaching.



HAND TASKS:
Eye-hand coordination is crucial. Hand usage is continuous throughout the day, with many activities requiring the use of one or both hands. Shaping pizza dough demands frequent and forceful use of forearms and wrists. Workers must manipulate pizza peels for removing pizzas from ovens and using rolling cutters. Frequent and/or forceful pinching is necessary for assembling cardboard pizza boxes. Team members must be able to grasp cans, phones, pizza cutters, and pizza boxes.

TOOLS AND EQUIPMENT:

WORK AIDS:
Team members may be required to use pencils, computers, telephones, calculators, and pizza-related tools.

TECHNOLOGY:
All employees must utilize any and all technology implemented by the company.

All drivers are required to use the Driver app, while all customer service representatives must use the Domino's Digital Shoulder Surf (DSS). All employees must engage with Domino's Car Side Delivery technology.