Customer Service Representative

To assist in providing a positive take-out or delivery service for every guest by using proper telephone techniques and accurately taking orders. The CSR/Counter is responsible for answering all incoming telephone calls, taking orders over the phone, and/or directing calls to appropriate personnel.

Essential Functions:

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• Answer all telephone calls immediately using the proper greeting.
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• Assist customers verbally in a friendly, helpful, professional manner, ensuring consistent customer satisfaction using the 10 Steps to Efficient Phone Service.
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• Clearly write down any customer orders using the proper notation and the appropriate order form and requesting all pertinent information.
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• Enter all take-out and delivery orders into the POS system accurately and completely.
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• Prepare any pizza boxes necessary for all take-out and delivery orders.
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• Knowledgeable on the Swirl Rewards program to sign-up guests.
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• Responsible for gelato presentation and appearance.
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• Clean, stock, and sanitize the take-out and/or delivery area and all related equipment.
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• Know and uphold proper safe food handling, safety, and sanitation standards when preparing and serving food.
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• Maintain an accurate record of all cash register transactions including securing cash, processing credit card receipts, and entering tips.
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• Assist in the training of new employees.
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• Provide support services to co-workers as the flow of business dictates.
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• Perform other duties as assigned by the supervisor or manager including store specific opening, closing and side work procedures.
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Requirements

Education: Some secondary education.

Experience: Entry-level position.

Age: Must be at least 16 years of age.

Knowledge/Skills/Abilities:

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• Excellent verbal communication and interpersonal skills.
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• Ability to speak English fluently.
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• Ability to remain calm under pressure and to perform in a stressful environment.
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• Excellent organizational and time-management skills.
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• Ability to accurately, quickly, and simultaneously perform multiple tasks.
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• Basic computer operating skills.
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• Ability to quickly and accurately count money and give correct change.
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• Strong math and excellent money handling skills.
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• Stamina to stand up to 5 hours at a time.
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• Ability to lift, bend, and stoop. Strength to frequently lift and carry up to 10 lbs.
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• Ability to read.
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• Ability to understand and implement written and verbal instruction.
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• Basic knowledge of food safety and sanitation issues.
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• Ability to use a standard business telephone in a professional manner.
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• Ability to work in a fast-paced environment. Knowledge of Grotto Pizza menu, policies, preparation, and presentation standards.
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