Customer Service Representative

Citarella - The Ultimate Gourmet Market; New York (NY); On-site; USD 25,000 - 36,000; Full time

Job summary

Citarella - The Ultimate Gourmet Market in New York City is seeking a Customer Service Representative to be the first point of contact on the main line. You will take orders, provide product knowledge, route inquiries, and help drive sales while delivering an exceptional customer experience.

The role requires prior customer service or administrative experience, a pleasant telephone demeanor, strong communication, and the ability to multi-task in a fast-paced environment.

Qualifications

• Prior customer service, sales, and/or administrative experience.
• Excellent communication and telephone etiquette.
• Ability to handle high call volumes and multitask in a fast-paced environment.

Responsibilities

• Manage and provide superior customer service on every call; take orders and resolve inquiries.
• Provide product information and route questions to appropriate team members.
• Accurately input orders into the computer system and document communications.
• Maintain knowledge of store products, policies, and services for customers.

Skills

Telephone demeanor

Call handling

Communication

Interpersonal skills

Teamwork

Typing / computer skills

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 Representativeserves 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