Conroe Customer Service Team Member

CUSTOMER SERVICE TEAM MEMBER

Chicken Express

Job Title: Customer Service Team Member
Department: Restaurant Operations
Reports To: General Manager / Assistant Manager
Position Type: Full-Time or Part-Time

POSITION SUMMARY

The Customer Service Team Member is responsible for providing friendly, fast, accurate, and professional service to every Chicken Express customer. This position represents the restaurant and is expected to create a positive experience from the moment a customer enters the restaurant, approaches the drive-thru, places an order, or contacts the restaurant.

The Customer Service Team Member must maintain a clean, safe, welcoming, and organized restaurant while following all company policies, food safety standards, service procedures, and management direction.

ESSENTIAL RESPONSIBILITIES

Customer Service

• Greet every customer promptly with a friendly and professional attitude.
• Provide courteous, respectful, and helpful service at all times.
• Take customer orders accurately and efficiently.
• Repeat orders when necessary to ensure accuracy.
• Answer customer questions about menu items, pricing, promotions, and available options.
• Process cash, credit/debit, and other approved payment methods accurately.
• Thank customers for their business and invite them to return.
• Maintain a positive attitude during busy periods, long lines, or difficult customer interactions.
• Listen carefully to customer concerns and involve a manager when a complaint requires management assistance.
• Never argue with, disrespect, or use inappropriate language toward a customer.

Drive-Thru Service

• Provide fast, friendly, and accurate drive-thru service.
• Greet customers promptly at the speaker.
• Enter orders accurately into the POS system.
• Communicate clearly and professionally with customers.
• Verify the order before handing it to the customer.
• Ensure appropriate sauces, condiments, utensils, napkins, and other requested items are included.
• Thank customers as they leave the drive-thru.

Order Accuracy & Food Service

• Ensure customers receive the correct food and beverages.
• Follow portion, packaging, and presentation standards.
• Check orders for completeness before handing them to customers.
• Communicate immediately with the kitchen when an item is missing or incorrect.
• Follow all food handling and food safety procedures.
• Never knowingly serve food that does not meet company quality standards.

Restaurant Cleanliness

• Keep the dining room, counters, registers, drive-thru area, restrooms, and other customer-facing areas clean and organized.
• Clean tables promptly after customers leave.
• Empty trash when needed.
• Maintain clean and stocked condiment, beverage, and customer service areas.
• Clean spills immediately and report hazards to management.
• Follow assigned cleaning and sanitation procedures throughout the shift.

Cash Handling

• Accurately operate the cash register and POS system.
• Handle money according to company procedures.
• Count cash carefully and provide the correct change.
• Never share register access or cash-drawer responsibilities without management approval.
• Immediately report cash discrepancies to management.
• Follow all procedures regarding refunds, voids, discounts, coupons, and promotions.

CUSTOMER COMPLAINTS

Customer complaints must be handled professionally and respectfully.

Employees should:

1. Listen to the customer without interrupting.
2. Remain calm and respectful.
3. Apologize for the customer's experience when appropriate.
4. Determine what assistance can be provided within their authority.
5. Immediately involve a manager when the issue requires a refund, replacement, significant complaint resolution, or management decision.
6. Never argue with or challenge a customer.
7. Report serious complaints, incidents, injuries, threats, or unusual situations to management immediately.

TEAMWORK

• Work cooperatively with all restaurant employees.
• Communicate clearly with kitchen and front-counter employees.
• Assist other team members during busy periods.
• Help maintain appropriate staffing and service flow.
• Follow directions from management.
• Maintain a respectful and professional relationship with coworkers.
• Do not engage in gossip, arguing, harassment, or inappropriate behavior while working.

SAFETY & FOOD SAFETY

• Follow all company safety and food safety procedures.
• Properly wash hands and maintain appropriate personal hygiene.
• Use equipment only as trained and authorized.
• Immediately report unsafe conditions, spills, damaged equipment, injuries, or customer incidents to management.
• Never ignore a safety hazard.
• Follow required procedures for cleaning chemicals and equipment.
• Assist in maintaining a safe environment for customers and employees.

PROFESSIONAL EXPECTATIONS

Customer Service Team Members are expected to:

• Arrive on time and ready to work.
• Maintain proper uniform and personal appearance standards.
• Maintain good personal hygiene.
• Remain productive throughout the shift.
• Stay in assigned work areas unless given permission to leave.
• Follow all company policies and procedures.
• Treat customers, coworkers, and management with respect.
• Protect company property, cash, equipment, and confidential information.
• Use personal cell phones only as permitted by company policy.
• Maintain a positive and professional attitude.

PHYSICAL REQUIREMENTS

This position may require the employee to:

• Stand and walk for extended periods.
• Frequently bend, reach, lift, carry, and move items.
• Lift and carry food, supplies, and other restaurant materials within established safety guidelines.
• Work in a fast-paced environment.
• Work around heat, cooking equipment, cleaning chemicals, and other restaurant equipment while following required safety procedures.

QUALIFICATIONS

• Ability to communicate effectively with customers and coworkers.
• Ability to work in a fast-paced environment.
• Ability to follow written and verbal instructions.
• Ability to handle cash and operate a POS system.
• Reliable attendance and punctuality.
• Positive attitude and willingness to learn.
• Previous restaurant or customer service experience is preferred but not required.

PERFORMANCE STANDARDS

Successful Customer Service Team Members consistently demonstrate:

• Friendly Service
• Order Accuracy
• Speed of Service
• Cleanliness
• Professional Appearance
• Dependability
• Teamwork
• Food Safety Awareness
• Cash Handling Accuracy
• Respectful Customer Communication