Restaurant Call Center Agent

Position Summary

The Call Center Agent is responsible for answering incoming guest calls, assisting with placing orders, answering questions, resolving concerns, and providing excellent customer service. This role acts as a direct connection between guests and restaurant locations, ensuring orders are accurate and guest experiences are positive.

Key Responsibilities

Guest Service Answer incoming calls in a friendly, professional, and timely manner Assist guests with placing takeout and delivery orders Answer questions about menu items, pricing, promotions, and hours of operation Provide accurate information about restaurant locations and services Handle guest concerns or complaints professionally and escalate when necessary Order Management Enter orders accurately into the POS system Verify order details including items, modifications, and guest contact information Confirm pickup or delivery details with the guest Communicate clearly with restaurant locations when necessary Problem Resolution Assist with order issues, missing items, or delivery concerns Issue guest credits or adjustments when approved by management Document guest concerns and resolutions when required Operational Support Stay up to date on menu changes, specials, and promotions Follow company procedures for handling guest calls and orders Maintain professionalism and a positive tone with every interaction Support team members during busy call periods Required Skills Strong communication and listening skills Friendly and professional phone presence Ability to multitask in a fast-paced environment Attention to detail when entering orders Restaurant experience Basic computer and restaurant POS system skills Problem-solving and conflict resolution skills Exceptional customer service skills Preferred Qualifications Previous call center or customer service experience Experience with restaurant POS systems (such as Toast POS) Knowledge of restaurant operations or food service Bilingual skills are a plus, but not required.

Physical Requirements Ability to sit for extended periods while handling calls Ability to use a computer and headset throughout the shift Expectations Maintain a positive, guest-first attitude Follow all company policies and procedures Provide consistent, high-quality service that reflects the restaurant brand Getting to know our menu and ability to answer menu questions Work Location: In-Person