Customer Service Representative

Description

Part‑Time Role

Do you want to be a leader in a well-established brand with over 70 years of history providing New Mexico’s favorite quick-service meals? Join Blake’s LOTABURGER, famous for the original Green Chile Cheeseburger. This is a great opportunity to build your leadership skills, advance your career, and share the rich flavors of our authentic New Mexico cuisine.

Position Summary:

The Customer Service Representative (CSR) will interact with the company’s customers to address inquiries and resolve complaints. The CSR will handle all customer inquiries received by phone, through online reviews, and via the company website. This position reports to the Talent Acquisition & Retention Manager.

Essential Functions:

• Interact with customers via telephone, email, or in person to provide support and information on products or services.
• Research customer receipts to determine the appropriate resolution of customer concerns.
• Field customer questions and complaints; when a concern is of an urgent nature, forward to the appropriate District and/or Operations Manager.
• Ensure that appropriate actions are taken to resolve customers’ problems and concerns.
• Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
• Work closely with the Training Team and TA & Retention Manager to determine patterns of excellence (or issues) at specific stores.
• Fully uphold all principles of confidentiality.
• Adhere to professional and ethical behavior standards.
• Interact in an honest, trustworthy, and respectful manner with employees, visitors, and vendors.
• Participate in departmental staff meetings and suggested training opportunities.
• Comply with Blake’s Lotaburger policies and procedures.
• Perform other related duties as assigned.

Requirements

Qualifications/Requirements (Education/Training/Experience/Abilities):

• Blake’s Core Value Champion; Must exemplify Blake’s Core Values: KIND, TEAM, PASSION, PROCESS
• Ideal candidate will have one or more years of customer service experience.
• Must be proficient in Blake’s Lotaburger restaurant operations, General Policies & Procedures, and departmental policies and procedures.
• Appearance must be professional, neat, clean, and well-groomed.
• Must have an expert understanding of communication styles, learning styles, and adult learning methods.
• Basic computer skills, including a basic understanding of how to review and create/send electronic mail. Additionally, you must be able to learn Blake’s Lotaburger computer system to assist in reviewing coursework.
• Must possess strong teamwork and communication skills.
• Ability to read/write/speak in English.
• Bilingual in Spanish/English is a plus.

Essential Physical/Emotional Requirements:

• Physical requirements include lift up to 25 lbs. unassisted and 50 lbs. assisted, ability to stand and walk for prolonged periods of time; bend, stoop, climb and reach.
• Work well with others in a team environment, often sharing tasks and/or collaborating on solutions
• Ability to see and hear
• Ability to multitask and work under stressful conditions in a quick-service restaurant environment, dealing with customers and other employees.
• Tolerate a reasonable amount of stress
• Ability to handle difficult and/or sensitive situations either with customers or other employees using tactful, appropriate, and effective communication.
• Must be able to pass a pre-employment background check.

Blake’s Lotaburger’s policy of equal opportunity includes the following: race, religion, ethnicity, national origin, ancestry, familial status, gender, sexuality, gender identification, sexual orientation, age (40 and over), veteran status, genetic information, or physical/mental disability (or perceived disability) or any other status protected by local, state or federal law.

This EEO policy applies to all decisions regarding recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and terms and conditions of employment. Blake’s Lotaburger will not tolerate any form of harassment, discrimination, retaliation on the basis of any status protected by local, state, or federal law.

Blake’s Lotaburger, LLC will provide reasonable accommodations for qualified individuals with disabilities. To request reasonable accommodation, contact the Human Resources Department at [email protected] or 505-884-2160 Ext. 1644.

This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.