Position: Customer Service Team Member 

Status: Non-exempt (hourly) 

Pay Range: $15.25 to $16.75 per hour 

Please note that the pay range listed above represents the full rage for this position at the time that you signed this Job Description, from the lower end to the higher end. Your actual hourly pay rate within this range is determined by a variety of factors, including, but not limited to, individual qualifications, experience, location, performance, market conditions, and shift premiums. This range is subject to change. 

The Customer Service Team Member is the front line in providing the Exceptional Customer Experience through the delivery of exceptional products and service.

Hospitality & Customer Service: 

• Create a positive first impression by maintaining a clean and inviting dining room, parking lot, and wearing proper attire.
• Ensure coffee and products are always fresh and accurate by following our REV procedures.
• Deliver exceptional customer service through a friendly attitude, attentive behavior, and in-depth product knowledge.
• Enhance the customer and employee experience by following the S.E.T. Principles: Smile, Eye Contact, Thank You.
• Use proper procedures to ensure accurate orders, such as repeating the customer's order and verifying what products are being delivered to each customer.
• Greet customers promptly and warmly within 5 seconds at the front counter and drive-thru.
• Maintain speed of service targets by working efficiently and meeting customers' needs.

Restaurant Operations:

• Adhere to all operational standards and guidelines for product preparation.
• Prepare all products accurately by following the order monitor.
• Communicate showcase and product needs to ensure availability for customers.
• Regularly monitor and record temperatures of required products.
• Keep the front counter and drive-thru area clean, organized, stocked, and ready for rush periods.

Policies & Procedures:

• Follow all restaurant policies, procedures, and standards.
• Practice proper hand washing techniques and adhere to sanitation guidelines.
• Complete all sanitation tasks as outlined.

Health & Safety:

• Work in compliance with occupational health and safety legislation.
• Follow safe work practices and procedures.
• Use required personal protective equipment.
• ·Report any injuries, accidents, unsafe conditions, or contraventions of health and safety regulations promptly to the Restaurant Manager or Human Resources.
• Operate equipment and machinery safely to ensure the well-being of everyone.

Qualifications:

• Excellent customer service skills with a friendly and welcoming attitude.
• Ability to work in a fast-paced environment with a sense of urgency.
• Strong communication and interpersonal skills.
• Ability to work on a team and with multiple employees.
• Attention to detail and ability to accurately process orders.
• Willingness to assist with training new employees.

Physical Demands and Working Environment:

The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Environment: Work is performed in a busy quick food service restaurant, where employees are communicating frequently with customers and other employees. Employees in this role must be able to prepare a variety of food and beverage items and work with/train other employees. There are frequent interruptions, tasks, and position changes.

Physical: Primary functions require sufficient physical ability and mobility to work in a restaurant setting with multiple employees and customers; to stand for prolonged periods of time; to stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight from <5 – 50 lbs.; to operate cash register system requiring repetitive hand movement and fine coordination including use of electronic devices; occasional exposure to cold/freezing below temperatures and high heat temperatures, and to verbally communicate to exchange information.

Vision: See in the normal visual range with or without correction.

Hearing: Hear in the normal audio range with or without correction. Ability to use and wear a headset for long period of time to take and process customer orders.

Other: Regular and predictable attendance is an essential function of this job.

This job description in no way states or implies that these are the only duties to be performed by this employee. The company maintains the right to add or change these duties of this position at any time.