Customer Service Representative

Citarella - The Ultimate Gourmet Market; New York (NY); On-site; USD 32,000 - 42,000; Full time

Job summary

Citarella is seeking a Customer Service Representative to be the first point of contact for calls to the Citarella main line. You will take orders, provide product information, and guide customers to ensure a superior experience while supporting store operations.

Responsibilities include handling high call volumes, resolving inquiries, and coordinating with team members to fulfill orders and maintain excellent service standards.

Qualifications

• Prior customer service, sales, and/or administrative experience.
• Pleasant and professional telephone demeanor/etiquette.
• Ability to manage high call volume and take orders in a fast-paced environment.
• Excellent communication, relationship-building and selling skills.
• Excellent interpersonal skills and ability to work in a team.
• Excellent computer and typing skills.
• Excellent attention to detail, organizational skills and ability to multi-task.
• Willingness and ability to quickly learn our product.
• Flexible schedule including weekends and holidays.

Responsibilities

• Manage and provide superior customer service on every call; take orders, listen to and resolve customer complaints, inquiries, price and product availability and maximize sales/profits.
• Field and route all incoming telephone calls as needed.
• Provide support and clear communication with Store Team Members, Managers, etc. pertaining to customer orders and inquiries.
• Document all communication between caller and representative.
• Serve as a resource for information including product knowledge, store information, delivery service, new merchandise and services, etc. to customers and answer/direct calls as needed.
• Accurately take customer orders and input order information into computer system.
• Provide information and service to customers, staff, vendors, and any caller.
• Maintain channels of communication among staff to ensure efficient order taking, and problem solving.
• Communicate any and all complaints, concerns, issues through proper channels.
• Maintain and ensure knowledge of store products and store policies.
• Provide in-store support when necessary.
• Additional reasonably assigned duties as needed and directed by manager.

Skills

Customer service

Telephone etiquette

Communication

Sales skills

Teamwork

Typing

Attention to detail

Multi-tasking

Order taking

Phone handling

Tools

Computer

Typing

Job description

Led by dynamic owner Joe Gurrera (and his commitment to superior quality) Citarella has grown from a respected NYC fish market into a full-scale, Ultimate Gourmet Market with locations across New York City, the Hamptons, and Greenwich, Connecticut.

A family-run business, we’re driven by a passion for great food. We delight customers with the finest selection of fresh seafood, prime, dry-aged beef, chef-prepared specialties and handcrafted pastries, international cheeses, imported groceries, and more. Join our team of seasoned professionals and become a part of the fabric of the New York food scene.

The Customer Service Representative serves as the first point of contact for any individual calling the Citarella main line. This role is responsible for fielding and routing necessary incoming calls, demonstrating product knowledge and taking customer orders, increasing potential customer sales, and providing an overall exceptional customer experience by serving as a valuable resource for everyone. This person recommends substitute items as well as information regarding store products and services and is expected to be committed to providing quality customer and employee service.

Role & Responsibilites

• Manage and provide superior customer service on every call; take orders, tactfully listen to and resolve customer complaints, inquiries, price and product availability and maximizing sales/profits.
• Field and route all incoming telephone calls as needed
• Provide support and clear communication with Store Team Members, Managers, etc. pertaining to customer orders and inquiries.
• Properly document of all communication between caller and representative.
• Serve as a resource for information including but not limited to: product knowledge, store information, delivery service, new merchandise and services, etc. to customers and answer/direct calls as needed
• Accurately take customer orders and input order information into computer system
• Provide information and service to customers, staff, vendors, and any caller
• Maintain channels of communication among staff to ensure efficient order taking, and problem solving
• Communicate any and all complaints, concerns, issues through proper channels
• Maintain and ensure knowledge of store products and store policies
• Provide in-store support when necessary
• Additional reasonably assigned duties as needed and directed by manager
• Prior customer service, sales, and/or administrative experience
• Must have pleasant and professional telephone demeanor/etiquette and ability to provide superior caller experience
• Ability to manage high call volume and take orders in fast paced environment
• Excellent communication, relationship building and selling skills are required for direct communication with customers.
• Excellent interpersonal skills and ability to interact with customers, associates and management at all levels in a professional and efficient manner
• Ability to work well within a team oriented environment providing internal and external customer service.
• Excellent computer and typing skills
• Excellent attention to detail, organizational skills and ability to multi-task
• Willingness and ability to quickly learn our product
• Flexible schedule including weekends and holidays