Customer Service Representative

Employment Function

Henri’s Bakery & Deli is searching for a Customer Service Lead who will focus on:

• Delighting every customer that contacts Henri’s Bakery & Deli
• Helping new and existing customers through the order process
• Help improve our overall customer service processes

Position Summary

Henri’s Bakery and Deli has been an Atlanta institution for over 90 years. The Company has tremendous opportunity for growth through a dedicated focus on customer satisfaction. We need a driven and motivated professional with proven customer service experience who can help bring our business to the next level.

Core Responsibilities

• Field incoming customer inquiries via phone, email, website and social media.
• Delight each and every customer through providing relevant and valuable information and answering all customer inquiries. 
• Being laser focused on the needs of the customer, doing everything possible to ensure they are getting what they desire.
• Work with front of the house and back of the house staff to coordinate orders and ensure we can deliver to or above customer expectations
• Help support front and back of the house operations, jumping in to help when needed to help service our on-site customers. This can involve assisting in the bakery and deli areas as well as preparing catering orders. 
• Becoming an expert on our bakery and specialty bakery items, helping internal and external customers get the information needed.
• Work with leadership to make suggestions and improve our overall ability to provide an extraordinary guest experience.
• Ensure all guest inquires are responded to in a timely manner (same day)
• Help provide training to other staff that are responsible for order intake and customer service 

Qualifications/Skills Required 

• 3+ years of experience in a customer-facing role 
• 2+ years of experience providing customer service via phone in a call center environment preferred.
• Possess a customer-focused mindset at all times
• Ability to work in fast-paced high-volume environment
• Ability to work most weekends and holidays when required. 
• Experience making improvements and or managing phone systems is a plus

Working Environment Conditions 

This position will be based in our Upper Westside Bakery and Commissary location. The position will spend the majority of its time at a office / desk environment on a computer and phone. This position will also spend time in our bakery and deli performing customer-facing duties.

Supplemental pay

• Tips

Benefits

• Flexible schedule
• Paid time off
• 401(k) matching
• Referral program
• Employee discount
• Paid training