Duties & Responsibilities
The primary responsibilities of this job include, but are not limited to:
- Providing Panera Warmth and offering exceptional service (verbal or written) to all guests while resolving concerns regarding products, services or other problems experienced.
- Manage an average of 65 inbound back-to-back calls per day from guests.
- Research required information using available resources.
- Record details of comments, inquiries, complaints, and actions taken during the call while talking with the guest.
- Complete call notes and call reports as necessary.
- Manage administration, communicate, and coordinate with internal departments.
- Identify and escalate priority issues and report to the next-level management.
- Striving to meet daily key performance indicators and adhering to a set schedule, including but not limited to guest satisfaction, quality assurance, average handle time, attendance, and schedule adherence.
- Other duties as assigned.
Qualifications (Education & Experience)
- High school diploma or equivalent.
- 1 year of inbound call, call center experience preferred, or equivalent customer service experience.
- Advanced computer skills with the ability to maneuver multiple programs simultaneously without assistance.
- Ability to type 40+ words per minute with minimal spelling or grammatical errors.
- Ethernet (wired) cable or fiber internet connection – no satellite or DSL.
- Ability to provide exceptional customer service, problem-solve with confidence and show empathy to efficiently resolve guest requests.
- Ability to remain calm and focused while handling difficult calls in a busy, fast-paced environment.
- Comfortable using multiple online tools simultaneously.
- Comfortable working in an atmosphere that fosters innovation and the ability to adapt quickly to change.
- Capable of remaining engaged and focused in a remote work-from-home environment.
- Receptive to frequent coaching and feedback from supervisors, managers, and the quality assurance team.
- Demonstrates honesty and integrity in all aspects of the role.
Working Conditions
- Required travel РLocal caf̩ for training as needed.
- Phone-based role with the receipt of back-to-back calls.
- Must have a designated working space that is free from distractions and noise. Working from home is not designed to be a replacement for appropriate adult or child-dependent care.
Physical Requirements
- Seated for long periods with s scheduled breaks and lunch periods.
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