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Customer Service Representative

2 months ago

Grand Island, New York, United States Clark Holdings Inc. Tim Hortons Full time
Job Description

Job Title: Customer Service Representative

Job Summary:

We are seeking a friendly and energetic Customer Service Representative to join our team at Clark Holdings Inc. / Tim Hortons. As a Customer Service Representative, you will be responsible for delivering exceptional customer service, processing food orders, and maintaining a clean and inviting dining room.

Key Responsibilities:

  • 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.