Tim Hortons Crewmember - PT MassenaJob DetailsJob LocationTim Hortons Massena - Massena, NYPosition TypePart TimeEducation LevelNoneSalary Range$16.00 - $16.75Travel PercentageNoneJob ShiftAnyJob CategoryFranchiseJOB SUMMARY:In the role of a Tim Hortons crew member, your primary objective is to prioritize customer service. Collaboration with your team is essential, and you should be available to work any shift any day. You will be trained on a computer-based system to facilitate all product builds. Your responsibilities will include maintaining cleanliness and stocking the front counter and drive-thru area, as well as processing customer orders and handling cash through an in-house POS system.ORGANIZATIONAL MANDATES:Customer ServiceDemonstrates that customer service is his/her number one priorityMakes a positive first impression: smiles, makes eye contact, maintains a positive tone of voice and says thank-youResponds to customers in a friendly manner with an appropriate sense of urgencySuggests products, combos or sizes appropriatelyResolves customer concerns and complaints in a friendly mannerKeeps the front counter/drive thru area clean, stocked and ready for rush periodsFollows proper order taking and cash procedures (using in-house POS system)Policies & ProceduresFollows all store policies and procedures (e.g. cash handling procedures, hand washing, back door policy, break policy, injury & illness reporting policy)Reports all accidents, unsafe conditions and security incidents to managementMaintains a neat, clean and professional appearance, in accordance with the Career Wear policyFollows all production policies and procedures on a consistent basis (glaze, pastries, etc.)Only operates equipment if properly trained and in accordance with applicable lawsArrives at the store at the scheduled time and prepared to work. Follows all break/meal period rules, minimizes absences/tardiness and follows all applicable call-in/call-off proceduresOperationsAlways follows Tim Hortons standards and guidelines when preparing product for our customersAlways records coffee times on the pots, and discards expired coffeePrepares soups, sandwiches, bagels and accompaniments as required, following the order monitor to ensure accuracy of each orderMinimizes food waste and ensures freshness by making smaller quantities of food more often throughout the day and records baked items and waste on the production sheetResponds to showcase needs with an appropriate sense of urgencyAdheres to product shelf life and minimum quantity standardsReceives deliveries and ensures that the temperature, quality and dates of the received products are correctSupports a clean dining/baking environment through regular clean upRegularly takes temperatures of the required product, fridges and freezer and records information in the Time & Temperature LogFollows proper hand washing techniques and all sanitation guidelinesOther duties as requiredTeamworkWorks together with our team members, demonstrating proficient interpersonal skills, to provide the best possible service to our customersDisplays and maintains positive behaviors toward job and company.Helps to create a positive, harassment-free and discrimination-free work environmentReacts positively when asked to perform a special task or assignmentPerformance IndicatorsCompletion of AF TIMS-i training programSpeed of Service-shift targetsCash till balanced for shiftCustomer satisfaction & commentsSuccessful completion of Shop Inspections that include guest surveys, front of house surveys, back of house surveys and food safety survey.This job description in no way states or implies that these are the only duties to be performed by this employee. He or She will be required to follow any other instructions and to perform any other duties requested by his or her supervisor.BEHAVIORAL CHARACTERISTICS:Must have exceptional interpersonal and communication skills.Must have the ability to interact with all levels of employees and customers, both directly, and over the telephone.Must consistently represent the Tim Hortons and TMG in a positive manner.Must be respectful of the professional boundaries (no drama).QUALIFICATIONS:Previous customer service/baking experience considered an assetReliability and ability to work flexible hoursStrong communication and interpersonal skillsAbility to adhere to policies/procedures/standards (written and oral)Able to operate effectively as part of a team in a fast paced environmentAbility to make correct change (basic mathematical skills)Postural & Physical Demand RequirementsFrequent reaching above waist, chest and shoulder level as well as below waist levelFrequent to continuous need for manual dexterity of both hands (handling, gripping, fine finger controls etc,)Continuous standing on tiled surfaces for all tasksFrequent hip flexion while walking for all tasksFrequent lifting of boxes of supplies / Products weighing from <5 50 lbs vertically from floor to knuckle heightOccasional lifting of milk crates weighing between 5 30 lbs vertically from floor to knuckle height, knuckle to shoulder height or from fridge to counter heightFrequent exposure to cold/ below freezing and high heat temperatures (walk-in refrigerator and freezers, ovens)CONCLUSION:This job description will give you a guideline to use to help ensure your success in your position. Tim Hortons and Tarbell Management Group are committed to ensuring customer and employee satisfaction. In light of your customers or Tim Hortons or TMGs needs we may change or alter some of the responsibilities of a position in order to accommodate our business success.