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: 

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

Education: Some secondary education.

Experience: Entry-level position.

Age: Must be at least 16 years of age.

Knowledge/Skills/Abilities:

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