CUSTOMER SERVIVCE & CONTENT REPRESENATIVE (BILINGUAL)

FULL TIME (40 HOURS/WEEK), NON-EXEMPT

Position Summary:

The Customer Service and Content Representative will interact with the company’s customers by addressing inquiries and resolving complaints. The Customer Service and Content Representative will handle all customer inquiries that are received by phone and via the company website.

In addition, this role will provide support in the creation, review, and posting of training materials within the Learning Management System (LMS).

This position reports to the CX and LMS Supervisor.

Essential Functions:

Customer Service:

Interacts with customers via telephone, email, or in-person to provide support and information on products or services.

Fields customer questions and complaints; when the issue is beyond the representative’s knowledge, forward to the appropriate District and/or Operations Manager.

Ensure that appropriate actions are taken to resolve customers’ problems and concerns.

Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments.

Works closely with CX and LMS Supervisor to determine patterns of excellence (or issues) at specific stores.

LMS:

Assist with production of scripted videos and other LMS training materials. Assist the CX and LMS Supervisor with creating training content for our LMS platform.

Uphold Blake’s core values; KIND, TEAM, PASSION, PROCESS

Fully uphold all principles of confidentiality.

Adhere to professional and ethical behavior standards.

Interact in an honest, trustworthy, and respectful manner with employees, visitors, and vendors.

Participate in departmental staff meetings and suggest training opportunities.

Comply with Blake’s Lotaburger policies and procedures.

Reports to CX and LMS Supervisor.

Performs other related duties as assigned.

Qualifications/Requirements (Education/Training/Experience/Abilities):

Ideal candidate will have one or more years of customer service experience.

Ability to work up to 32 hours per week.

Knows and embodies the Core Values of Blake’s Lotaburger.

Appearance must be professional, neat, clean, and well-groomed. Visible tattoos must be appropriate and facial piercings may not be worn at work, but clear “spacers” or “piercing retainers” are allowed (neck tattoos are prohibited).

Must be proficient in Blake’s Lotaburger restaurant operations, General Policies & Procedures, and Book 1 Store-Level Operations.

Must have an expert understanding of Communication Styles, Learning Styles, and Adult Learning Methods.

Basic computer skills, including a basic understanding of how to review and create/send electronic mail. Additionally, you must be able to learn Blake’s Lotaburger computer system to assist in reviewing coursework.

Must possess strong teamwork and communication skills.

Ability to read/write/speak in English.

Bilingual in Spanish/English is preferred.

Ability to read, understand, apply, enforce, and adhere to policies and procedures.

Must be able to pass a pre-employment background check.

Blake’s Lotaburger’s policy of equal opportunity includes the following: race, religion, ethnicity, national origin, ancestry, familial status, gender, sexuality, gender identification, sexual orientation, age (40 and over), veteran status, genetic information, or physical/mental disability (or perceived disability) or any other status protected by local, state or federal law.

This EEO policy applies to all decisions regarding recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and terms and conditions of employment. Blake’s Lotaburger will not tolerate any form of harassment, discrimination, retaliation on the basis of any status protected by local, state, or federal law.

Blake’s Lotaburger, LLC will provide reasonable accommodations for qualified individuals with disabilities. To request reasonable accommodation, contact the Human Resources Department at HR@lotaburger.com or 505-884-2160 Ext. 1644.

This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.