Customer Service Representative

Position Summary

The Customer Service Representative is the first point of contact for The Kommissary's clients. Working out of our Long Island City office, the role handles inquiries by phone, email, and chat, manages orders and account changes, resolves issues, and works closely with production and delivery teams to make sure every client receives accurate, on-time service. Fluency in both English and Spanish is mandatory for this role.

Position Overview

• Department: Customer Service
• Reports to: Customer Service Manager
• Location: Long Island City (LIC), NY
• Employment type: Full-time, hourly (non-exempt)
• Pay range: $20.00–$23.00 per hour
• Experience: 2 years preferred

Essential Duties and Responsibilities

• Respond promptly and professionally to client inquiries by phone, email, and chat.
• Enter, update, and confirm client orders, changes, and cancellations accurately in our systems.
• Resolve client concerns, including order errors, delivery issues, and billing questions, and escalate when needed.
• Coordinate with production, logistics, and delivery teams to track orders and communicate status to clients.
• Communicate menu options, allergen information, pricing, and policies clearly and accurately.
• Maintain accurate client records and document all interactions and resolutions.
• Follow up with clients to confirm satisfaction and identify opportunities to improve service.
• Complete outbound calls to clients and accurately populate questionnaire forms with the information gathered.
• Perform other related duties as assigned by management.

Qualifications

Experience and knowledge

• Previous customer service, call center, or client support experience preferred (2 years).
• Experience in food service, catering, hospitality, or order management is a plus.
• Comfortable using computers, email, order management or CRM systems, and Microsoft Office or Google Workspace.

Skills

• Bilingual in English and Spanish (mandatory): able to speak, read, and write fluently in both languages with clients and coworkers
• Excellent verbal and written communication skills
• Patience, empathy, and a professional, positive attitude
• Attention to detail and strong organizational skills
• Problem solving and the ability to stay calm under pressure
• Dependable, punctual, and comfortable working as part of a team

Physical requirements

• Ability to sit for extended periods and work at a computer and on the phone for most of the shift.

Compensation and Benefits

• Pay: $20.00–$23.00 per hour, based on experience
• Health, dental, and vision insurance
• Paid time off
• 401(k)
• Commuter benefits

The Kommissary is an E-Verify, equal opportunity employer.