Guest Experience Specialist: Order & Service

The Cake Bake Shop; Kissimmee (FL); On-site; USD 32,000 - 42,000; Full time

Job summary

The Cake Bake Shop is seeking a Customer Service Representative to be a key contact for guests, handling calls and emails, assisting with pre-orders, and ensuring a magical guest experience.

The CSR will enter orders accurately, upsell thoughtfully, maintain documentation, collaborate with teams, and represent the brand in a friendly, professional manner while supporting management on guest service improvements.

Qualifications

• High school diploma or GED required.
• Previous office or guest service experience is preferred.
• Strong verbal and written communication and professional phone presence.
• Excellent customer service, active listening, and problem-solving abilities.

Responsibilities

• Answer guest calls, emails, and inquiries promptly and professionally.
• Provide information on products, services, orders, and policies.
• Verify guest information and accurately enter orders into the system.
• Process orders including pre-orders, special orders, and online requests.
• Handle guest concerns with calm, effective resolution and follow-up.
• Escalate issues to management as needed and track resolutions.
• Assist with order adjustments, refunds, or policy-compliant changes.
• Utilize systems to manage guest data, track orders, and record communications.
• Make product recommendations or upsell to meet guest needs.
• Collaborate with team members to ensure smooth guest-service operations.

Skills

Customer service

Communication skills

Active listening

Problem-solving

Time management

Teamwork

Education

High school diploma or GED

Tools

Microsoft Office

POS systems

Job description

The Cake Bake Shop is seeking a Customer Service Representative to be a key contact for guests, handling calls and emails, assisting with pre-orders, and ensuring a magical guest experience.

The CSR will enter orders accurately, upsell thoughtfully, maintain documentation, collaborate with teams, and represent the brand in a friendly, professional manner while supporting management on guest service improvements.