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Customer Service Representative - McDonalds 4/9 in Peoria, IL at HGS

Date Posted: 4/15/2018

Job Snapshot

Job Description

Hours of Operation: Monday - Sunday 7:00am - 7:00pm

No Resume Required

Applicaiton Due By:

JOB PURPOSE:

Product Specialists positively and professionally respond to customer contacts received from a variety of sources providing approved messaging to support the McDonalds brand. Customer service may include detailed product information, problem identification, and/or needs assessment. Representatives respond to and document customer issues, researching answers from a variety of tools and background knowledge, including scripts, actual products, product literature, internet, and computer databases.

ORGANIZATIONAL PLACEMENT:

Typically Reports To: Operations Team Leaders

Typical Reports: N/A

Principal Duties and Responsibilities:

  1. Identifies customer concerns and assesses needs. Diffuses anger, shows empathy, , probes, and engages in active listening. Occasionally contacts other departments, clients or outside agencies supplying or seeking information.
  2. Responds to customer contacts received via incoming calls, Internet, email or white mail in a professional manner to meet or exceed client expectations.
  3. Researches answers from tools provided or background knowledge. Analyzes customer's needs or issues and selects course of action from many alternatives.
  4. Responds to customers with provided and approved verbiage. Handles a variety of complaints, inquiries, and praises following established criteria. Operates with discretion within defined parameters.
  5. Accurately enters customers' feedback and contact information for Owners Organization and Client.
  6. Maintains performance in accordance with departmental and Company guidelines to ensure the highest level of quality to our clients and their customers.
  7. Performs assigned clerical duties to enhance departmental operations.
  8. Attends on-going training to properly adapt to changes in client needs.

The above statements are intended to indicate the general nature and level of work being performed by employees within this classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. Employees in this job may perform other duties as assigned. In addition to the above, all HGS employees are expected to:

* Promote teamwork and cooperative effort. * Help train and give guidance to other HGS employees. * Maintain a clean, safe, and unobstructed work area, and practice good safety habits. * Provide internal and external customers with the highest quality service.

Job Requirements

  • High School Diploma or GED
  • Scheduling flexibility in accordance with account requirements
  • Demonstrated customer service and troubleshooting skills
  • Data entry skills
  • Positive work history
  • Experience or demonstrated aptitude in account-specific knowledge
  • Excellent PC skills preferred

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