Customer Service Representative

The Cake Bake Shop Admin • Kissimmee, FL

18d

About The Position

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.

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.

Nice To Haves

• Experience in the restaurant or hospitality industry

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.

Benefits

• Paid overtime at the applicable regular rate in accordance with federal and state labor laws.

What This Job Offers

• Career Level: Entry Level
• Education Level: High school or GED