Customer Service Representative

Job Summary:

The Customer Service Representative is responsible for documenting calls received and from the company website, summarizing the inquiries and forwarding out to franchise or company contact. This position is responsible for responding to time sensitive or urgent customer inquiries, in a fast-paced environment. This position is the first point of contact for customers that may be upset and must deal with corporate and franchisee store issues, therefore the initial impression of the customer service representative to the public is critical.

Key Responsibilities:

• Document and process customer service calls and e-mail inquiries, forwarding a copy to franchisee/company operations as appropriate.

• Document and process customer service calls received by way of voice mail.

• Manage communications with customers, on a wide range of issues, from creating apology letters to initiating urgent responses and appropriate documentation on a wide range of issues including but not limited to: Allergic reaction, food borne illness, food tampering and foreign object requesting and attaching photographs to cases as necessary; Sensitive social media inquiries; And ethics line inquiries, including allegations of discrimination and harassment.

• Document any trends that could be harmful to the brand and reporting such.

• Handling of basic gift card issues.

• Follow up on open cases daily, notifying as necessary.

• Notify supervisor and/or franchisee in the event of a reported crisis, health, security, legal or media issue.

• Investigate mobile application issues and process as appropriate.

• Log all issues in ticket tracking system.

• Continues to update knowledge on customer service techniques.

• Assist peers on respective cases or inquiries as needed.

• Assignment to operate switchboard as needed.

• Documenting other out of the ordinary issues.

• Other duties as assigned.

Required Knowledge, Skills and Abilities:

• High school diploma or equivalent.

• Minimum 6 months’ quick service restaurant operations experience or similar experience.

• The ability to type at least 60 words per minute.

• Proficient with Windows and basic data processing.

• Evidence of the ability to be collaborative with, and communicate clearly and effectively, with all types of customers who contact the customer service team.

• Demonstrated ability to listen, ask questions, follow-up, and address client concerns.

• Evidence of customer focused orientation with excellent phone etiquette and experience dealing with frustrated or difficult customers.

• Must demonstrate experience in a fast-paced workplace and ability to be flexible and responsive.

• Evidence of organizational skills with the ability to prioritize workload and handle multiple priorities concurrently.

• Proven ability to function in a team environment, supporting team members when needed.

• Evidence of ability to use proper English, spelling, grammar and punctuation when taking comments from customers, entering comments into computer and producing customer response letters. Ability to collect and tabulate historical data.

• Experienced in multitasking in a fast-paced environment.

Preferred Knowledge, Skills and Abilities:

• Customer call center experience.

Work Environment:

• This role routinely uses standard office equipment such as computers, phones, headsets.

• This position requires supporting customers on various work schedules that include holidays, weekends, and evenings.

• This position is in an environment where there are multiple phone conversations, computer equipment noise

All items listed above are illustrative and not comprehensive.  They are not contractual in nature and are subject to change at the discretion of Blue Line Distribution.  

   
Blue Line Distribution is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regards to that individual’s race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender identity, age, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.                                   
The Company will strive to provide reasonable accommodations to permit qualified applicants who have a need for an accommodation to participate in the hiring process (e.g., accommodations for a job interview) if so