Client Services Representative

Description

The Client Services Representative (CSR) serves as the frontline of communication between Iacofano’s Catering and its clients, including high-end private aviation customers, corporate clients, and specialty accounts. This role manages order intake, handles client inquiries, ensures accurate data entry, and supports logistics coordination. CSRs are expected to be professional, detail-oriented, and responsive in a high-pressure, fast-paced environment.

Key Responsibilities

Client Communication

• Handle inbound and outbound calls, emails, and texts from clients

• Confirm orders, delivery times, and special requests with clarity and professionalism

• Provide excellent service tailored to VIP and aviation clientele

Order Management

• Accurately enter all orders into QuickBooks or other POS systems

• Confirm client preferences, dietary restrictions, and packaging instructions

• Flag and resolve any inconsistencies or errors in incoming requests

Logistics Coordination

• Work with kitchen and logistics teams to align order timing, driver schedules, and delivery accuracy

• Use POD (Proof of Delivery) sheets and Samsara to track driver activity and document completion

• Coordinate emergency store runs and out-of-stock solutions, including use of Instacart or Uber

Out-of-Network Catering & Procurement

• Book and confirm catering through third-party vendors when needed

• Handle concierge-style coordination for clients requiring services outside our standard footprint

Administrative Support

• Maintain organized records of all communications and orders

• Submit expenses through Fyle or other reimbursement platforms

• Monitor real-time channels such as Microsoft Teams and GoTo phone system

Requirements

• 2+ years of experience in hospitality, catering, aviation, or customer service roles

• Proficiency with Microsoft Office, Teams, QuickBooks, and communication platforms

• High attention to detail and excellent written/spoken communication skills

• Ability to multitask, prioritize, and perform under time-sensitive conditions

Preferred Attributes

• Background in private jet or luxury service environments

• Food knowledge or catering experience a strong plus

• Familiarity with routing systems and logistics software

Performance Expectations

• Maintain high customer satisfaction ratings

• Ensure error-free order entry and communication logs

• Timely escalation of client issues or delivery concerns

• Collaborate effectively with kitchen, logistics, and leadership teams

Schedule & Availability

• Must be flexible to work early mornings, nights, weekends, and holidays as part of a rotating schedule

• Ability to work from the office as assigned