Customer Service Representative

Customer Service Representative

Department: Rochester Admin 310991

Employment Type: Full Time

Location: Rochester

Reporting To: Erin Kenney

Compensation: $19.00 - $21.00 / hour

A Taste of

Who We Are:

Backed by a tireless commitment to high quality, innovative culinary offerings and unparalleled client and guest services, Continental consistently ranks among the top contract dining and refreshment providers in the nation according to Food Management Magazine, the industry’s source for food service news and trends.

Our Mission

Delight our guest. Every meal. Every day.

Our Core Values

Exceptional – We recruit and retain phenomenal people who consistently go the extra mile to deliver results that lead the industry.

Hospitality – We are tirelessly committed to providing the highest quality food, beverages, and service by anticipating our guests’ needs so they can count on memorable experiences every time.

Collaboration – We prioritize working together with a shared vision and effective & transparent communication, we unite as one team to achieve remarkable experiences.

Responsibility – We hold ourselves accountable to be there for our team and clients, to deliver what we say we will, when we say we will and check in on progress along the way.

Innovation – We are forward‑thinkers always looking for new processes, technologies, and techniques to increase efficiencies and scalability to improve our services.

As a Customer Service Representative, you will deliver exceptional service by responding to customer inquiries quickly, resolving issues effectively, and ensuring every customer feels supported. Through proactive communication and follow up, you’ll build lasting relationships and help drive continuous improvement in service quality. Working closely with internal teams, you’ll help ensure the accurate and timely delivery of OCS products and assist with inventory needs to keep operations running smoothly.

Your strong understanding of our products and services will enable you to address customer questions confidently and identify opportunities to enhance their experience through additional offerings.

Shift: Monday - Friday 7:30 AM to 4 PM

• Respond promptly and professionally to customer inquiries across all communication channels, including phone, email, text, JIRA, and other internal systems.
• Maintain accurate, up‑to‑date customer information in all relevant company systems and ensure the accuracy of all delivery orders and invoices.
• Reach out to customers via phone or other communication channels to obtain their OCS orders.
• Follow up with customers and collaborate with internal teams to ensure all inquiries are completed and resolved accurately and on time.
• Handle refunds through cash, credit card, Pay Pal, and Venmo, and audit higher‑value refund inquiries requiring additional review.
• Oversee case activity within third‑party portals and ensure appropriate follow‑up until resolution.
• Audit monthly invoice listings and send any outstanding or additional invoices.
• Collaborate on projects across multiple departments and contribute to implementation activities to ensure compliance with new procedures and initiatives.
• Create invoices for items and practices not directly tied to purchased products, including shrink, minimums, billable hours, and credits.
• Additional projects and assignments assigned.

• High School Diploma or GED required.
• At least two years of customer service experience
• Experience with Office 365 or Microsoft’s array of products (preferred)
  • Proficient in Excel (preferred)
• Strong foundational computer skills with the capacity to learn and operate a variety of systems and technologies.
• Candidates must be able to pass a comprehensive background
• Communication
  
  Skills:
  
  Excellent verbal and written communication to interact effectively with customers.
• Problem‑Solving:
  Quick and efficient resolution of customer issues and complaints.
• Conflict Resolution:
  Skills to de‑escalate situations and find amicable solutions.
• Attention to Detail:
  Ensuring accuracy in customer interactions and data entry.
• Team
  
  Collaboration:
  
  Working well with other team members to provide a seamless customer experience.

We offer a range of benefits for eligible team members, including:

• Health Coverage – Medical, Dental and Vision
• Voluntary Life/AD&D, Short‑Term and Long‑Term Disability, Critical Illness
• 401(k) with Matching
• Paid Time Off
• Wellness Programs
• Additional Perks

To see a summary of current benefits, please visit