POSITION SUMMARY
As a Contact Center Agent, you are the central point of contact for all guests who contact Old Town Pizza via phone, email, and social media. While you may be behind the scenes, your primary purpose is to engage with our guests and ensure they receive the ‘Good as Gold’ experience. Strong communication and multitasking skills are required for this position.
ESSENTIAL DUTIES AND RESPONSIBILITIES
The essential functions include, but are not limited to, the following:
- Answer all incoming calls with a positive attitude and hospitality in your voice
- Respond to email inquiries
- Communicate via live chat through our website or online ordering pages
- Enter orders accurately
- Offer add-on suggestions (appetizers and desserts) to upsell while taking orders
- Book reservations
- Book events/parties
- Assist with donations/sponsorships
- Create/interact with social media posts
- Follow all OTP social media pages and respond to comments/questions
- Process and mail out gift cards/merchandise
- Administrative support for Senior management
- Handle customer complaints under company guidelines and seek assistance when needed
- Report any POS issues to supervisors immediately
- Document and report customer feedback to improve the customer experience
MINIMUM QUALIFICATIONS
- Strong communication, both written and verbal
- Great active listening skills
- Computer literacy
- Phone skills
- In-depth knowledge of the company and menu
- Multitasking in a fast-paced environment
- The ability to work independently with and without direct supervision
PHYSICAL DEMANDS AND WORK ENVIRONMENT
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the functions.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee may be required to stand and walk with heavy trays/tubs (up to 50 pounds). The employee is occasionally required to sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. Specific sensory abilities required by this job include sight and hearing. The noise level in the work environment is moderate to loud.
NOTE
This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.
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An Automated Decision System (ADS) is employed in the assessment of applicants for the positions being recruited for in order to gauge the following pertinent qualifications or traits:
- The candidate’s ability to perform the tasks in the available job role.
- The candidate's self-rated skill proficiency.
- The candidate’s fit for this job posting.
The use of AI technology, which may be considered an ADS, is used to converse with candidates, screen based on the position’s criteria, and schedule interviews. The candidate may request an alternative selection process or accommodation if desired by emailing the employer directly using the email listed on the careers site.
