Job Description
We’re looking for a friendly and empathetic Customer Service Representative to join our team in Snellville, United States. As a key member of our customer support team, you’ll be the first point of contact for our valued customers, providing exceptional service and support.
Answer incoming customer inquiries via phone, email, and chat in a timely and professional manner
Resolve customer issues and complaints with patience and empathy
Process orders, refunds, and exchanges accurately and efficiently
Maintain up-to-date knowledge of products, services, and company policies
Collaborate with other departments to ensure customer satisfaction
Document customer interactions and update customer records in our CRM system
Identify and elevate complex issues to appropriate team members or management
Provide feedback and suggestions for improving customer service processes
Meet or exceed performance metrics and quality standards
Qualifications
Excellent verbal and written communication skills
Strong problem‑solving abilities and attention to detail
Active listening skills and the ability to empathize with customers
Patience and the ability to remain calm in challenging situations
Efficient time management and multitasking capabilities
Proficiency in basic computer skills, including typing and data entry
Experience with customer service software (CRM) preferred
Previous customer service experience preferred
High school diploma or equivalent
Ability to work flexible hours, including weekends and holidays, as needed
Additional Information
Depth perception
Ability to differentiate between hot and cold surfaces
Temperaments
The ability to direct activities, perform repetitive tasks, work alone and with others, work under stress, meet strict quality control standards, deal with people, analyze and compile data, make judgments and decisions
Physical Requirements Standing
Most tasks are performed from a standing position
Walking
For short distances for short durations
Lifting
Bulk product deliveries are made twice a week or more and are unloaded by the team member using a hand truck
Deliveries may include cases of ingredients and supplies weighing up to 50 pounds with dimensions of up to 3' x 1.5'
Cases are usually lifted from floor and stacked onto shelves up to 72 high
Carrying
Large cans, weighing 3 pounds, 7 ounces, are carried from the workstation to storage shelves
Occasionally, pizza sauce weighing 30 pounds is carried from the storage room to the front of the store
Trays of pizza dough are carried three at a time over short distances, and weigh approximately 12 pounds per tray
Pushing
To move trays which are placed on dollies. A stack of trays on a dolly is approximately 24‑30 and requires a force of up to 7.5 pounds to push
Trays may also be pulled
Climbing
Team members must infrequently navigate stairs or climb a ladder to change prices on signs, wash walls, perform maintenance
Stooping/Bending
Forward bending at the waist is necessary at the pizza assembly station
Toe room is present, but workers are unable to flex their knees while standing at this station
Duration of this position is approximately 30‑45 seconds at one time, repeated continuously during the day
Forward bending is also present at the front counter and when stocking ingredients
Crouching/Squatting
Performed occasionally to stock shelves and to clean low areas
Reaching
Reaching is performed continuously; up, down and forward
Hand Tasks
Eye‑hand coordination is essential; use of hands is continuous during the day
Frequently activities require use of one or both hands
Shaping pizza dough requires frequent and forceful use of forearms and wrists
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Answer incoming customer inquiries via phone, email, and chat in a timely and professional manner
Resolve customer issues and complaints with patience and empathy
Process orders, refunds, and exchanges accurately and efficiently
Maintain up-to-date knowledge of products, services, and company policies
Collaborate with other departments to ensure customer satisfaction
Document customer interactions and update customer records in our CRM system
Identify and elevate complex issues to appropriate team members or management
Provide feedback and suggestions for improving customer service processes
Meet or exceed performance metrics and quality standards
Qualifications
Excellent verbal and written communication skills
Strong problem‑solving abilities and attention to detail
Active listening skills and the ability to empathize with customers
Patience and the ability to remain calm in challenging situations
Efficient time management and multitasking capabilities
Proficiency in basic computer skills, including typing and data entry
Experience with customer service software (CRM) preferred
Previous customer service experience preferred
High school diploma or equivalent
Ability to work flexible hours, including weekends and holidays, as needed
Additional Information
Depth perception
Ability to differentiate between hot and cold surfaces
Temperaments
The ability to direct activities, perform repetitive tasks, work alone and with others, work under stress, meet strict quality control standards, deal with people, analyze and compile data, make judgments and decisions
Physical Requirements Standing
Most tasks are performed from a standing position
Walking
For short distances for short durations
Lifting
Bulk product deliveries are made twice a week or more and are unloaded by the team member using a hand truck
Deliveries may include cases of ingredients and supplies weighing up to 50 pounds with dimensions of up to 3' x 1.5'
Cases are usually lifted from floor and stacked onto shelves up to 72 high
Carrying
Large cans, weighing 3 pounds, 7 ounces, are carried from the workstation to storage shelves
Occasionally, pizza sauce weighing 30 pounds is carried from the storage room to the front of the store
Trays of pizza dough are carried three at a time over short distances, and weigh approximately 12 pounds per tray
Pushing
To move trays which are placed on dollies. A stack of trays on a dolly is approximately 24‑30 and requires a force of up to 7.5 pounds to push
Trays may also be pulled
Climbing
Team members must infrequently navigate stairs or climb a ladder to change prices on signs, wash walls, perform maintenance
Stooping/Bending
Forward bending at the waist is necessary at the pizza assembly station
Toe room is present, but workers are unable to flex their knees while standing at this station
Duration of this position is approximately 30‑45 seconds at one time, repeated continuously during the day
Forward bending is also present at the front counter and when stocking ingredients
Crouching/Squatting
Performed occasionally to stock shelves and to clean low areas
Reaching
Reaching is performed continuously; up, down and forward
Hand Tasks
Eye‑hand coordination is essential; use of hands is continuous during the day
Frequently activities require use of one or both hands
Shaping pizza dough requires frequent and forceful use of forearms and wrists
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