Catering Service Center Representative

Company: Viva Chicken
Location: Pineville
Posted on: November 22, 2021

Job Description:

Viva Chicken Catering Service Center Representative Job

Position Summary:
The Catering Service Representative (CSR) is responsible for ensuring the proper handling and execution of all catering orders that come through the Catering Service Center's ordering channels. The most important qualities each CSR must possess is excellent phone etiquette and customer service. The CSR must be an expert on the company's catering menu, in-house restaurant menu, and all other options available to ensure the best possible guest experience. The CSR must be able to build and maintain exceptional relationships with customers, operations, corporate staff and company leaders. The CSR is also responsible to find and transfer new business leads to increase active customers as directed by the Viva Chicken Catering Sales Team. The COVID-19 pandemic has impacted everything. Being flexible is part of what it takes as we understand what the new realities and expectations are of the consumer. We continue to discover and define what our New Normal will be in the world of catering

Essential Responsibilities :
Etiquette. Answer and end all calls professionally and thankfully!
High sense of urgency. Check voice mail and contact customers that left a message.
Answer call center phone always!
Help customers with any questions regarding Viva Chicken, location, hours of operations, or other inquiries.
Manage and solve all customer concerns, issues and complaints.
Manage all communication between customers and our restaurants.
Use call script (which will continue to evolve) to ensure proper order taking, sequencing and up-selling.
Feedback is the Breakfast of Champions! Be able to accept coaching for what it is.
Input, transmission & confirmation of all phone, text, email catering orders placed for each restaurant.
Confirmation with customer of all online catering orders placed for each restaurant.
Complete reminder phone call to all customers that have an order for next day.
Complete call back/follow up on orders delivered on current day.
Provide support of any kind to our Viva Catering Sales Team.
Alerts management of potential problems or concerns with customers and their orders.
Collects and reports customer feedback to sales and operations.
Provide any needed receipts or invoices to customers.
Job Requirements:
Will work from the Viva Chicken office (named the COOP---Central Office for Operations and People) in Pineville, NC
Customer-oriented personality. Must possess ability to communicate effectively and professionally both internally and externally.
Ability to Speak Spanish is a plus!
Attention to detail in a fast-paced environment.
Strong organizational, administrative and leadership skills.
Flexible, knowing that an emerging growth operation must undergo change as the market/customer dictates. CSC best practices will be created and also evolve.
Passionate about the company so that work is FUN!
Good verbal and written communication skills.
Strong knowledge of catering menu, dine-in menu and ingredients.
Strong knowledge of delivery areas, addresses, restaurant locations.
Anticipates and solves problems.
Good computer skills working in Microsoft office, CRM, and POS experience a plus.

Benefits:
Competitive Compensation with opportunity to grow with the concept. Managers start at $14 -$16 per hour
Great Work schedule - Monday - Friday 10:00am - 6:00pm. (with some flexibility)
$100 pre-loaded Viva Gift Card each month for you and your family to enjoy Viva.
Paid time off - 8 - paid holidays / 7 paid sick days
We celebrate you on your birthday with a day off!
2 weeks of paid vacation - 1 week after 6 months 2nd week after 1 year of employment
Opportunity to participate in Insurance with a choice of two medical plans that provide comprehensive medical and prescription drug coverage with options to add dental and vision.
Enrollment in Wellvia (telemedicine). Speak with a doctor anytime and pay no consultation fee. WellVia doctors diagnose acute, non-emergent medical conditions and prescribe medications when clinically appropriate.
Employee Assistance Program at NO COST includes 24/7 crisis service (100% confidential), mental health, relationships, substance abuse, marital conflicts, financial issues for you and your household members. In-person sessions with a counselor for you and your dependents. Unlimited toll-free phone access and online resources.

Keywords: Viva Chicken, Rock Hill , Catering Service Center Representative, Hospitality & Tourism , Pineville, South Carolina