Customer Service Representative

Job Description

Job Description

About Us:
BLT Shared Kitchens is a community-focused commercial kitchen space designed to help food entrepreneurs grow their businesses. We support caterers, food trucks, meal prep companies, and bakers by providing top-quality facilities, resources, and flexible plans. Our team plays a vital role in helping our members succeed and we’re looking for someone who shares that passion for service and organization.

Position Overview:

We’re seeking a proactive and detail-oriented Customer Service Representative to join our team. This person will be the first point of contact for new and existing tenants, ensuring smooth communication, accurate documentation, and excellent support throughout their time with BLT Shared Kitchens.

Key Responsibilities:

Customer Support & Communication

• Answer incoming phone calls and respond to inquiries in a professional and friendly manner.
• Schedule tours and onboarding sessions for new leads.
• Send welcome emails and assist with the onboarding process for new tenants.
• Provide ongoing support for existing tenants, including questions about billing, account changes, and kitchen procedures.

Administrative & Organizational Tasks

• Maintain and organize customer profiles in the shared drive, ensuring all documents are accurate and up to date.
• Collect, verify, and file all Certificates of Insurance (COIs).
• Monitor and manage billing through Bill.com , including payment collection and record updates.
• Reach out to all past-due accounts consistently and apply late fees or cleaning fees as needed.
• Support internal communication between management and tenants to ensure smooth daily operations.

Lead Management & Growth Support

• Conduct initial outreach to new leads and schedule follow-up communications.
• Track lead progress, onboarding status, and tenant satisfaction to help the team improve retention and engagement.

Qualifications:

• High school diploma or equivalent
• Prior customer service experience
• Strong communication and problem-solving skills
• Detail-oriented and organized
• Comfortable working in a fast-paced office setting
• Proficient in basic computer systems and data entry