Customer Service Representative

Job Description

We are seeking a friendly and empathetic Customer Service Representative to join our team in Denton, United States. As a key member of our customer support team at our 2317 W University Dr location, you will be responsible for providing exceptional service to our valued customers.

• Respond to customer inquiries via phone, email, and in-person interactions
• Address and resolve customer complaints in a timely and professional manner
• Process orders, refunds, and exchanges accurately
• Maintain up-to-date knowledge of products, services, and company policies
• Collaborate with other departments to ensure customer satisfaction
• Document customer interactions and update customer records in our system
• Identify and escalate complex issues to appropriate team members when necessary
• Contribute to a positive team environment and support colleagues as needed

Qualifications

• Excellent verbal and written communication skills
• Strong problem-solving abilities and attention to detail
• Proficiency in customer service software and basic computer skills
• Ability to multitask and prioritize in a fast-paced environment
• Patient and empathetic approach to customer interactions
• High school diploma or equivalent
• Previous customer service experience preferred
• Ability to work on-site at our Denton location (2317 W University Dr)

Additional Information

WORK CONDITIONS
Exposure to:

• Varying and sometimes adverse weather conditions when removing trash and performing other outside tasks
• In-store temperatures range from 32 degrees in cooler to 90 degrees and above in some work areas
• Extreme weather conditions including ​
  • ​ temperatures ranging from 0 degrees up to 110 degrees outside
  • Rain, fog, sleet, snow, ice, wind, dust, and more
• Sudden changes in temperature in work area and while outside
• Fumes from food odors
• Exposure to cornmeal dust
• Cramped quarters including walk-in cooler
• Hot surfaces/tools from oven and hot plates up to 500 degrees or higher
• Sharp edges and moving mechanical parts

SENSING :

• Talking and listening on telephone
• Near and mid-range vision for most in-store tasks
• Depth perception
• Ability to differentiate between hot and cold surfaces.

 
TEMPERAMENTS :

• The ability to direct activities
• Perform repetitive tasks
• Work alone and with others
• Work adequately under stress
• Meet strict quality control standards
• Work well with others
• Satisfy unhappy customers
• Analyze and compile data
• Make judgments and decisions
• Problem Solving

PHYSICAL REQUIREMENTS

• Standing
  • Most tasks are performed from a standing position
  • Height of most work surfaces is between 36 and 48 inches
• Walking/Jogging/Running
  • For short distances or for short durations
• Sitting
  • Paperwork is normally completed in an office at a desk or table
• Lifting
  • Bulk product deliveries are made twice a week or more and are unloaded by the team member using a hand truck
  • Deliveries may include cases of ingredients and supplies weighing up to 50 pounds with dimensions of up to 3' x 1.5'
  • Cases are usually lifted from floor and stacked onto shelves up to 72” high
• Carrying
  • Large bags/boxes/crates, weighing up to 50 pounds, are carried from the workstation to storage shelves
  • Trays of pizza dough are carried three at a time over short distances, and weigh approximately 12 pounds per tray
• Pushing
  • To move trays which are usually placed on dollies
  • A stack of trays on a dolly is approximately 24 - 30 and requires a force of up to 7.5 pounds to push
• Climbing
  • Team members must infrequently navigate stairs or climb a ladder to change prices on signs, wash walls, perform maintenance
• Stooping/Bending
  • Forward bending at the waist is necessary at the pizza assembly station
  • Toe room is present, but workers are unable to flex their knees while standing at this station
  • Duration of this position is approximately 45 - 120 seconds at one time, repeated continuously during the day
  • Forward bending is also present at the front counter and when stocking ingredients
• Crouching/Squatting
  • Performed occasionally to stock shelves and to clean low areas
• Reaching
  • Reaching is performed continuously; up, down and forward
  • Workers reach above 72” occasionally to turn on/off oven controls, change prices on sign, and lift and lower objects to and from shelves
  • Workers reaching down to perform such tasks as scooping cornmeal from a plastic barrel, or washing dishes
  • Workers reach forward when obtaining topping ingredients, cleaning work surfaces, or answering phones
• Hand Tasks
  • Eye-hand coordination is essential. Use of hands is continuous during the day
  • Frequently, activities require use of one or both hands. Shaping pizza dough requires frequent and forceful use of forearms and wrists
  • Workers must manipulate a pizza peel when removing pizza from the oven, and when using the rolling cutter
  • Frequent and/or forceful pinching is required in the assembly of cardboard pizza boxes
  • Team Members must be able to grasp cans, the phone, the pizza cutter and pizza peel, and pizza boxes
  • Team Members may be required to utilize pencils/pens, computers, telephones, calculators, TDD equipment, pizza cutter and pizza peel