Customer Service Agent at Genesis Group

Role Overview

The Customer Service Agent serves as the frontline ambassador of Genesis Group, responsible for delivering fast, friendly, and accurate service during high-volume periods. This role goes beyond taking orders—it requires anticipating guest needs, maintaining speed-of-service targets, resolving issues on the spot, and ensuring that every interaction reflects the brand's hospitality standards.

Key Responsibilities

Guest Interaction & Order Accuracy

• Greet guests promptly and warmly, even during peak rush periods
• Take orders with precision, ensuring modifications, add-ons, and allergies are communicated correctly to kitchen staff
• Confirm order details and upsell relevant items based on current promotions or guest preferences

Speed of Service

• Maintain queue flow by managing orders efficiently at POS, drive-thru windows, or self-service kiosks
• Monitor order prep times and notify the kitchen of delays or backlog risks
• Coordinate with counter and runner staff to ensure orders are delivered quickly and correctly

Issue Resolution & Guest Recovery

• Handle customer complaints calmly and professionally, solving issues on the spot whenever possible
• Communicate product shortages, wait times, or delays upfront to manage expectations
• Escalate serious concerns to the on-duty manager while keeping the guest informed

Restaurant Environment & Cleanliness

• Keep the counter, dining area, and beverage/condiment stations clean and stocked throughout the shift
• Assist with tray clearing, table wiping, and lobby upkeep during downtime or peak demand
• Follow hygiene protocols and ensure all customer-facing areas reflect brand standards

Product Knowledge

• Maintain thorough knowledge of the menu, ongoing promotions, portion sizes, allergens, and food preparation basics
• Provide guests with recommendations and clarify menu items confidently
• Support new product launches