Customer Experience Specialist - Front End & POS

General Description: The primary role of a Front End Assistant is to serve customers at the front counter and over the telephone and to enter their orders accurately into the point of sale system. A Front End Assistant is the customer’s first point of contact with Mark’s Pizzeria and is responsible to provide courteous and efficient service, maintain the appearance of the customer service area, and report to the General Manager.

Principal Duties and Responsibilities:

• Serve as the initial point of contact for customers at the front counter and by telephone, providing prompt and courteous service.
• Take customer orders in person and by telephone, confirming customer information, order details, and special instructions for accuracy.
• Enter orders into the point of sale system, applying the correct pricing, promotions, and order type.
• Recommend additional menu items to complement customer orders.
• Confirm each completed order with the customer and communicate the order total and expected wait time.
• Process cash, credit, and gift card transactions accurately and maintain accountability for the assigned register.
• Maintain current knowledge of the menu, pricing, and promotions in order to respond to customer inquiries.
• Monitor order status and coordinate with kitchen and delivery staff so that orders are completed and released accurately and on time.
• Address customer concerns professionally and refer complaints to the Manager on duty.
• Maintain the cleanliness and appearance of the customer service area and complete opening, closing, and cleaning duties as assigned.

Qualifications, Knowledge and Skills Required:

• Effective verbal communication and interpersonal skills for interacting with customers in person and by telephone.
• Ability to listen attentively, retain detail, and record information accurately.
• Aptitude for learning and operating a point of sale system, and accuracy in handling cash.
• Ability to deal with people sensitively, tactfully, and honestly, and to maintain composure in a fast paced environment with frequent interruptions.
• Strong organizational skills, attention to detail, flexible, and ability to establish priorities.
• Ability to cultivate effective working relationships with employees and external contacts.

Americans with Disabilities Act (ADA) Requirements:

• Physical: Stamina—Able to push, pull, lift or carry objects up to fifty pounds. Perform moderately difficult motor skills such as operating computer keyboard. Frequently walk, stand and sit for prolonged periods of time.

• Sensory: Able to read fine print in written documents and use visual discrimination in reading computer screens, including color discrimination. Distinguish normal sounds with some background noise, as in answering telephones, pagers, etc. Able to speak clearly and make self-understood while also understanding others using the English language.

• Reasoning/Cognitive Ability: Frequent need to understand and communicate concepts behind specific ideas and the theories behind several related concepts. Must be able to frequently remember multiple orders, tasks and assignments given to self and others over long periods of time with frequent interruptions. Must be able to continue work started by another individual.

• Environmental Conditions: Functions at a front counter and in a Kitchen, with many other employees and appliances.

• Equipment: Ability to operate POS system, telephone, cash register and commercial kitchen appliances.

• Mathematical Skills: Ability to calculate figures, make change accurately and to apply concepts of basic math.

• Language Skills: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.

I have reviewed and understand the essential functions of this job description and am able to perform the essential functions of the position in a safe manner and in accordance with established procedures. I further acknowledge that this job description is a general description of the duties of this position and my supervisor may require changes in responsibilities from time to time. I understand that my employment is at-will, and thereby understand that my employment may be terminated at-will either by the facility or myself, and that such termination can be made for any reason and with or without notice.