Customer Service Representative

Customer Service Representative

The Customer Service Representative (CSR) is a key point of contact for guests and plays a vital role in delivering a magical and one-of-a-kind experience at The Cake Bake Shop. This position supports the business by answering calls and emails, assisting with pre-orders, managing special projects, and ensuring follow-through on guest requests. The CSR must provide outstanding customer service, maintain strong attention to detail, and represent the brand in a professional and friendly manner at all times.

Customer Service Representative Essential Duties and Responsibilities

• Answer and respond to guest calls, emails, and inquiries in a timely, professional, and friendly manner.
• Provide information on products, services, orders, and policies, ensuring guests feel valued and supported.
• Confirm guest information and ensure all orders or requests are accurately entered into the system.
• Process orders efficiently and accurately, including pre-orders, special orders, and online requests.
• Handle guest concerns, complaints, or special requests calmly and effectively, using active listening and problem-solving skills.
• Follow up on guest concerns or special requests to ensure timely resolution and satisfaction.
• Escalate unresolved guest issues to management for further review and resolution.
• Assist guests with order adjustments, refunds, or corrections in alignment with company policies.
• Utilize company systems, databases, scripts, and software to manage guest information, track orders, and record communications.
• Make product recommendations or upsell items to meet guest needs.
• Provide feedback and suggestions to management on ways to enhance guest experience and operational efficiency.
• Maintain office organization, including filing, correspondence, and communication between departments.
• Support management by reviewing orders and data, summarizing information, and identifying trends to improve guest service.
• Participate in training, team meetings, and other learning opportunities to stay informed about company products, policies, and procedures.
• Collaborate with other team members to ensure smooth operations of the office and guest-facing services.
• Perform additional duties as assigned by leadership to support overall team and company success.

Timekeeping and Pay

• Customer Service Representatives must accurately record all hours worked through the timekeeping system.
• Off-the-clock work is strictly prohibited.
• Manager approval is required for any shift extensions.
• Customer Service Representatives are paid overtime at the applicable regular rate in accordance with federal and state labor laws.

Position Requirements

• High school diploma, GED, or equivalent.
• Previous office experience preferred; experience in the restaurant or hospitality industry a plus.
• Strong verbal and written communication skills, with a professional and friendly phone presence.
• Exceptional customer service, active listening, and problem-solving abilities.
• Proficiency with computers, Microsoft Office, Point-of-Sale systems, and other relevant software.
• Ability to manage time effectively, prioritize tasks, and follow through on commitments.
• Adaptable, accountable, and able to work independently or as part of a team.
• Understanding of company products, services, and policies.
• Willingness to work evenings, weekends, and flexible shifts as needed to cover guest communication hours.

Other Duties

This job description is intended to describe the general requirements of the position. Management may assign additional related duties within compliance standards.