Customer Relations Representative

Location: Home Office - Customer Relations
Job Code: 748
# of openings: 1

Description

Specialty's Cafe & Bakery is a family-owned, made-from-scratch concept that started with one location in downtown San Francisco back in 1987. Today, we have stores across the Bay Area, Southern California, the Pacific Northwest, and Chicago! Our Home Office is still right here in downtown SF, and from here we provide support over 40 locations.

We are looking to hire one dependable, professional, superstar Customer Relations Representative to join our Home Office team!  This is a HOME-BASED position.

Our locations serve many delicious items (sandwiches, soups, salads, cookies, coffee...) in many different ways (over-the-counter, online order pickup, walking delivery, driving delivery, catering...). Our Customer Relations team is constantly interacting with our guests to make sure that each and every one of our guest's experience lives up to the high expectations that the Specialty's brand welcomes.

Position Objective:  
The Customer Relations Representative provides assistance, experience recovery and ongoing follow-up that responsibly drive our customers to increase their patronage of Specialty’s.
 
Essential Functions:
1. Provides Customer Assistance
·        Leads customers through the online ordering process.
·        Promptly fulfills customer changes to same day orders in keeping with our policies and procedures.
·        Partners with Sales department to best serve our clients.
·        Books couriers as needed for delivery support.
·        Provides customer order status inquiries.
·        Adjusts customer tips.
·        Turns off and/or on online orders or Priority Pickups as requested by the stores.
·        Re-issues invoices and confirmations as requested.
·        Processes and ships online gift card orders promptly.
·        Updates profiles and account info.
 
2. Facilitates Experience Recovery
  • Promptly replies to customer feedback according to priorities and within response time standards.
  • Stresses the brand values and emphasizes the quality of our brand in all recovery communication.
  • Partners with operations teams to rectify situations (including):
    1. Late deliveries
    2. Product errors
    3. Missing items
    4. Quality issues
  • Reconciles experience by following the approved compensation priorities:
    1. Fix
    2. Online account credit
    3. Replacement Item
    4. Refund
  • Addresses Over the Counter feedback.
  • Reviews and issues approved credits for over the counter experiences.
 
3. Provides Ongoing Follow-up
  • Reviews the success of rectifying methods in bringing a prompt return of customers.
  • Looks at CookieGram redemptions to track success in guest retention.
 
4. Partners with Other Company Departments to Ensure Customer Experience
  • Provides Operations team with awareness of success stories, recurring issues or inconsistent store results.
  • Forwards Product Development and Product Systems departments with customer food quality feedback and other food comments/suggestions.
  • Alerts Tech team of any technical issues.
  • Provide training for new managers on the Roquet and our customer relations system.
  • Effectively partners in other situations as business dictates.
 
Requirements/Education:
  • Read, write and communicate effectively in English with all levels of the organization and customers.
  • Phone and Computer skills – Operates well in both a phone system and computerized working environment.
  • Work standing up or seated for sustained periods of up to 4 hours.
  • Maintain extended periods of phone and computer contact.
  • Ability to work independently and manage schedule.
  • Restaurant company and customer service experience preferred.

 





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