Position Summary The Call Center Agent is responsible for answering incoming guest calls, assisting with placing orders, answering questions, resolving concerns, and providing excellent customer service. This role acts as a direct connection between guests and restaurant locations, ensuring orders are accurate and guest experiences are positive. Key Responsibilities: Guest Service - Answer incoming calls in a friendly, professional, and timely manner
- Assist guests with placing takeout and delivery orders
- Answer questions about menu items, pricing, promotions, and hours of operation
- Provide accurate information about restaurant locations and services
- Handle guest concerns or complaints professionally and escalate when necessary
Order Management - Enter orders accurately into the POS system
- Verify order details including items, modifications, and guest contact information
- Confirm pickup or delivery details with the guest
- Communicate clearly with restaurant locations when necessary
Problem Resolution - Assist with order issues, missing items, or delivery concerns
- Issue guest credits or adjustments when approved by management
- Document guest concerns and resolutions when required
Operational Support - Stay up to date on menu changes, specials, and promotions
- Follow company procedures for handling guest calls and orders
- Maintain professionalism and a positive tone with every interaction
- Support team members during busy call periods
Required Skills - Strong communication and listening skills
- Friendly and professional phone presence
- Ability to multitask in a fast-paced environment
- Attention to detail when entering orders
- Restaurant experience
- Basic computer and restaurant POS system skills
- Problem-solving and conflict resolution skills
- Exceptional customer service skills
Preferred Qualifications - Previous call center or customer service experience
- Experience with restaurant POS systems (such as Toast POS)
- Knowledge of restaurant operations or food service
- Bilingual skills are a plus, but not required.
Physical Requirements - Ability to sit for extended periods while handling calls
- Ability to use a computer and headset throughout the shift
Expectations - Maintain a positive, guest-first attitude
- Follow all company policies and procedures
- Provide consistent, high-quality service that reflects the restaurant brand
- Getting to know our menu and ability to answer menu questions
Work Location: In-Person
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