Position
Customer Representative
All Locations
Supervisor Title – General Manager
Department – FOH
Employment Type – Regular full time \ Regular part time
Primary Purpose of the Position
Receiving and processing new customer orders by phone or through online ordering platform. In addition, respond to inquiries, concerns and requests while providing outstanding customer service through positive and professional interaction on the phone.
Duties and Responsibilities
| Major Duties and Responsibilities | Essential Duty | % of Time |
| Provide excellent customer service | ✓ | 85 |
| Manage large amounts of incoming calls | ✓ | 80 |
| Taking orders by phone | ✓ | 70 |
| Processing online orders | 70 | |
| Answer questions regarding the menu – offer suggestions and recommendations | ✓ | 20 |
| Provide information about our product and services | ||
| Assign processed orders to the drivers | ✓ | 85 |
| Processing Payments | ✓ | 5 |
| Collaborate with other restaurant FOH and BOH staff | ✓ | 100 |
| Deal with complaints or problems with a positive attitude | ✓ | 5 |
| Comply with all health, safety and hygiene standards and policies | ✓ | 100 |
| Alert customers or restaurant staff about food allergies/intolerance | ✓ | 15 |
| Get acquainted with daily specials menu and update online platforms accordingly | ✓ | 5 |
| Perform shift opening and closing duties | ✓ | 15 |
Requirements
Experience
In order to work as a customer representative at Westville you should have a minimum of 1 year of proven experience in any type of customer service.
Competencies
- Fluent in English
- Excellent people skills with a friendly attitude
- Patience and customer-oriented approach
- Sociable, polite, courteous
- Sensitivity to Food Allergies/Intolerance
- Teamwork, communicative, attentive
- Motivated, energetic, stress tolerance and
- Multi tasking, high awareness and attention to details
- Menu Knowledge
- Availability to work nights, weekends, and holidays
Working\Environment Conditions
Physical Demands
Activities
| Amount of Time | ||||
| Activity | None | Up to 1/3 | 1/3 to 2/3 | 2/3 or More |
| Stand | ✓ | |||
| Walk | ✓ | |||
| Sit | ✓ | |||
| Talk or Hear | ✓ | |||
| Use hands to finger, handle or feel | ✓ | |||
| Climb or Balance | ✓ | |||
| Stoop, Kneel, Crouch, Crawl | ✓ | |||
| Reach with hands and arms | ✓ | |||
| Taste or Smell | ✓ | |||
Noise Level
The work environment may be loud, especially during the busy hours due to guests conversations, kitchen and bar operation and electrical machinery.
Westville provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
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