Customer Service Lead

Kitchen Hub creates unbelievable takeout experiences. As Canada’s first virtual food hall, Kitchen Hub is revolutionizing the takeout and delivery industry by bringing Canada’s best restaurant brands together. Customers can order from the city’s best restaurants, in one takeout or delivery order. Kitchen Hub also provides a quality of service unrivaled in the takeout business and befitting the quality of food prepared by our partner restaurants.

Kitchen Hub is a team of professionals bringing together the worlds of hospitality, technology, and real estate. With 3 Locations in Toronto and soon to open our 1st Location in Calgary, we are growing quickly and looking for talented individuals who are eager to work with great people and bring care and quality back to the takeout experience.

JOB DESCRIPTION

Are you ready to lead with an optimistic and proactive approach? Join our team as a Kitchen Hub Service Lead, where your commitment to creating exceptional experiences, with an entrepreneurial mindset, and a dedication to professionalism, form the foundation of exceptional customer service. In our fast-paced work environment, your poised demeanor and meticulous organizational skills will be the key to ensuring positive experiences for all stakeholders, including customers, delivery drivers, restaurant partners, team members and vendors.

We’re on the lookout for individuals who embrace initiative and possess a “make it happen” mindset. As a Service Lead, you will play a pivotal role in supporting the Kitchen Hub community. If you thrive in dynamic environments, have a passion for customer service and excel at leading teams in delivering exceptional service, we invite you to join us on this exciting journey.

PRIMARY RESPONSIBILITIES

- Be part of an engaged, energetic and fun operations team in our store.

- Positively contribute to creating an unbelievable experience for all customers and delivery drivers.

- Work with restaurant partners to efficiently run food from their space to our front-of-house.

- Ensure complete orders are expedited to the correct customer or driver.

- Assist customers with placing orders on kiosks and be a Kitchen Hub expert.

- Resolve order issues efficiently and turn every interaction to a positive experience.

- Perform side duties including the maintenance of dine-in and work areas, waste removal, sweeping and mopping, and ensuring restroom cleanliness.

- Full participation in the facility Health & Safety program with a proactive approach to health, safety and security at all times.

- Communicate effectively with restaurant partners to help ensure operational standards are met.

- Problem solve to find solutions to technical issues that arise and impact the customer experience.

- Consistently follow operational procedures and look for new ways to improve efficiencies.

- As required, assist with receiving deliveries.

- Other duties as requested by management.

LEADERSHIP RESPONSIBILITIES

- In the absence of store management, be responsible for leading a team and overseeing facility functions, ensuring that all Kitchen Hub processes, standards and procedures are maintained. Be part of an engaged, energetic and fun operations team in our store.

- Model and expect an entrepreneurial mindset among team members, encouraging proactive problem solving and a commitment to excellence.

- Take initiative to address challenges and continuously improve processes to elevate experiences for all customers and delivery drivers.

- Maintain a calm and organized presence during busy periods to ensure smooth operations and exceptional service delivery.

Requirements

- 1-2 years of Customer Service experience with a genuine passion for creating the best experiences

- A minimum of 1 year leading a team in a customer service environment

- Possesses above average emotional intelligence and communication skills

- Is outgoing and friendly

- Is punctual, reliable and can be counted on for consistent attendance

- Is available to work flexible hours (may include early mornings, evenings, weekends, and/or holidays)

- Has a positive, proactive and solution focused mindset

- Shows great attention to detail and is organized and tidy

- Must have the ability to lift up to 20lbs and exert well-paced mobility throughout a shift

- Strong communication skills in spoken English

- Health and Safety, and/or Food Handler Certification considered an asset

Kitchen Hub welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

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