Customer Service Representative II

Brand:

Bagel Brands is the parent company for your favorite breakfast brands, Einstein Bros. Bagels, Bruegger's Bagels, Noah's NY Bagels, and Manhattan Bagel. We believe in the bagel and how it has the unique ability to bring people together. Our team has a standard set of values and behaviors that allow us to spread a little more joy and happiness in the world.  They let us laugh, smile, and enjoy each other’s company a little more. These are the behaviors that guide how we work, how we treat each other, and how we treat our guests. We believe that there is no better way to make someone’s day than with a warm, fresh-baked bagel and a heart-felt good morning.

We are currently searching for a Customer Service Representative to join our team!

We offer full benefits (Medical, dental, vision, HSA/FSA, disability, life insurance), bonus eligibility, 401k+ company match, self-managed PTO, tuition reimbursement, adoption assistance, EAP, and more! This position is a remote position. 

POSITION MISSION:

The Customer Service Representative – Catering Support will be responsible for interacting with current and potential catering guests in a way that provides helpful solutions in a positive manner that builds our relationship with our guests.  This position is for an individual who is comfortable interacting with a high volume of guests via phone and email.  The Customer Service Representative – Catering Support must be dedicated to providing the highest level of service to every guest every time.

RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO:

• Provide first level of engagement with Catering guests who contact us through email and phone in an informed, friendly, and timely manner.
• Partner with our Catering Sales Team to best assist guests throughout the entire ordering process in placing orders and quotes, adjusting orders, accepting payments, rescheduling, and cancelling orders.
• Perform basic accounting procedures such as credit card adjustments, issuing refunds, providing copies of invoices, assisting with tax exemptions, etc.
• Provide top-notch customer service by assisting our Catering guests with any quality control issues such as missing items, late deliveries, or missed deliveries.
• Function as a knowledgeable resource for our guests in answering any inquiries, escalating to proper team members when more information is needed.
• Partner with our local stores, working with General Managers and Franchise Owners to ensure that we are providing accurate and excellent customer service with every case.
• Work with our store team members to process donation requests.
• Function as a liaison between our Catering partners, such as EZ Cater, assisting with order placement and any other issues that may arise.
• Maintain a comprehensive knowledgebase of company operations, policies, org. structures, and programs in order to utilize available resources to best assist our guests.
• Participate in knowledge and skill transfer sessions with other team members on the Support team in order to maintain current and accurate information regarding offers, procedures, and important updates that influence our overall guest experience.
• Use our Customer Relationship Management (CRM) tool, Monkey Media, to process orders, track guest feedback, and to provide consistent and timely follow-up.

EDUCATION – TRAINING – EXPERIENCE

Required:

• Must possess excellent verbal and written communication skills.
• Consistently friendly, professional, and helpful demeanor even in stressful situations – strong “people skills” are a must.
• Able to multi-task efficiently in a fast-paced environment.
• Detail-oriented with strong organizational skills.
• Strong research skills.  Able to work independently in order to find answers to difficult questions.
• Working understanding of Microsoft Office Suite: particularly Word and Excel.
• Ability to retain a wide knowledgebase of company operations.

Preferred:

• One or more years of experience in the hospitality industry.
• Prior experience with Customer Relationship Management software.

Pay Rate: $21.00/hr. - 23.50/hr.

Compensation Range:

The physical demands for this position are sits, stands, bends, lifts, and moves intermittently during working hours. These physical requirements may be accomplished with or without reasonable accommodations.

The duties of this position may change from time to time. Bagel Brands reserves the right to add or delete duties and responsibilities at the discretion of the company or its managers. This job description is intended to describe the general level of work being performed. It is not intended to be all-inclusive.

Bagel Brands is committed to providing equal employment opportunity, and fair treatment in employment without regard to race, ethnicity, color, religion, gender/gender identity or expression, sexual orientation, age, national origin or ancestry, physical or mental disability, military status or any other basis in protected by applicable federal, state and local law. Bagel Brands makes employment decisions based solely on qualifications for the position.