Job Description

• Advocate for customers by always being ready to answer incoming calls, chats and/or casework
• Purposefully expand your knowledge of hardware and software on a weekly basis through professional development time, trainings, knowledge base articles and the experience gained from performing the roll
• Independently problem-solve with consistency; in this front-line role it is your responsibility to craft accurate outcomes that make customers time and satisfaction the priority
• Master the art of probing questions with resources to assess and resolve customer needs that keep restaurants happily running company
• Navigate our procedures to properly escalate and coordinate the customer response in accordance with our values
• Embrace a hospitality mindset that makes Customer Care a differentiator of service in the industry
• Engage with the roll by executing a recipe for success. Being on time, ready to deliver and finishing the dish for our customers every single time.
• Lead with your voice to benefit customers, your peers, and commit yourself to a career of growth

Benefits

• Sabbatical opportunity after five years
• Professional Development Reimbursement Program
• Commitment to Employee Wellness through resources such as a quarterly Wellness Stipend
• Various peer and company recognition programs
• Health Insurance
• Mental Health Benefits
• Pension and matching

Required Knowledge, Skills, and Abilities

• Expertise in championing the customer experience in constantly evolving ways which primarily includes incoming calls but may include chats and emails
• Open to schedules that may include weekends and holidays
• Technically-savvy individual who can perform their work on an Apple laptop, and troubleshoot an Android based software + native hardware
• Multi-tasking is required to excel and includes: taking notes in-real time, navigating multiple databases, investigating, working on multiple screens, speaking to the customer and collaborating with peers in a time-conscious results-driven workflow
• Empathizer-in-chief who takes ownership of the customer journey to de-escalate and empower customer outcomes
• Comfortable with a constantly evolving, fast-paced environment, and requiring company to operate with great judgment making skills
• Demonstrating to customers how products work better together and providing insights which features & services could be game changers for how they optimize their restaurants