Call Center Representative

Job Title: Call Center Representative
Job Type: Full-time/Part-time
Department: Customer Service
Reports To: Call Center Supervisor / Customer Service Manager

GSR Group proudly owns and operates Wingstop franchise locations, providing outstanding food and exceptional service to our guests. We’re expanding our support team to include a Call Center Representative. This role is essential in ensuring a seamless and positive experience for every guest, whether they’re asking about menu items, orders, or employment opportunities. Job Overview:

We are looking for a Call Center Representative to join our customer service team. In this role, you will be responsible for handling inbound and outbound calls, addressing customer inquiries, resolving issues, and providing exceptional service. Your goal will be to create a positive experience for each customer by offering accurate information, troubleshooting problems, and ensuring customer satisfaction. The ideal candidate will have excellent communication skills, a strong customer focus, and the ability to manage a high volume of calls efficiently.

Key Responsibilities:

• Customer Interaction:

  • Answer inbound customer calls and respond to inquiries regarding products, services, or account issues.

  • Make outbound calls to follow up on customer inquiries, conduct surveys, or resolve pending issues.

  • Handle and resolve customer complaints, concerns, or issues in a professional and empathetic manner.

  • Provide accurate information regarding products, services, policies, and procedures.

• Problem Resolution & Support:

  • Troubleshoot and resolve basic technical issues related to products or services.

  • Escalate complex issues to higher-level support when necessary, ensuring timely resolution.

  • Maintain detailed records of customer interactions, including inquiries, complaints, and solutions, in the CRM system.

• Sales & Upselling (if applicable):

  • Promote additional products or services when appropriate, following company sales guidelines.

  • Upsell or cross-sell products based on customer needs and preferences.

• Customer Education & Assistance:

  • Educate customers on how to use products, access services, or resolve common issues.

  • Provide step-by-step guidance when necessary to assist customers with basic troubleshooting or self-service.

• Team Collaboration & Reporting:

  • Work closely with other team members and departments to ensure customer needs are met.

  • Participate in regular team meetings and training sessions to improve skills and stay updated on product/service changes.

  • Maintain a positive attitude and contribute to a cooperative team environment.

Qualifications:

• Education: High school diploma or equivalent required. Some college or additional training in customer service is a plus.

• Experience:

  • Previous experience in a customer service or call center role is preferred but not required.

  • Experience with CRM software and call center technology is a plus.

• Skills:

  • Excellent verbal communication skills, with the ability to speak clearly and professionally.

  • Strong active listening skills and the ability to respond to customers with empathy and professionalism.

  • Ability to handle high call volumes and manage time effectively.

  • Basic computer skills and proficiency in Microsoft Office or Google Workspace.

  • Problem-solving skills and the ability to think quickly and independently.

• Additional Requirements:

  • Ability to work flexible hours, including evenings, weekends, or holidays if necessary.

  • A positive attitude, patience, and the ability to remain calm under pressure.

  • Attention to detail and strong organizational skills.

Benefits:

• Competitive hourly wage/salary

• Health insurance and additional benefits

• Paid time off (PTO)

• Career growth opportunities and professional development

• Ongoing training and support

• Employee discounts or perks