Description

You'll be the first point of contact for restaurant customers needing equipment repairs, handling requests via phone, text, email, chat, and more. You'll troubleshoot issues, coordinate service visits, and ensure every customer feels supported and valued.

Requirements

• 3+ years of experience in customer facing roles (e.g. restaurant, hospitality, and/or service vendor).
• At least 1-year of restaurant experience (can be FOH or BOH).
• Practical experience with helpdesk software and cloud-based telephony systems like Twilio.
• Strong organizational skills with the ability to juggle competing priorities.
• Strong analytical and problem solving skills.
• Superb written and verbal customer handling skills.
• High attention to detail.
• Deadline driven.
• Ability to work successfully within a fast-paced, time sensitive environment.
• Strong technical skills (Google Suite, Excel).
• Personal accountability and the ability to self-manage.
• Outside-the-box thinker.
• Flexibility to work scheduled shifts which may include weekend days and some holidays.

Responsibilities

• Promptly respond to customer requests by phone, text message, email, chat, slack, and portal.
• Communicate with customers and vendors to identify the root cause of an issue.
• Troubleshoot equipment repairs with customers in real time.
• Solve complex problems, both technical and non-technical in nature.
• Coordinate service visits and repairs to ensure optimal customer uptime.
• Utilize data insights and service history to provide consultative feedback to customers.
• Resolve time sensitive tasks in an expeditious manner.
• Follow processes and procedures in order to ensure complete, accurate, and timely records in all relevant systems and profiles.
• Take pride in delivering high quality service and written documentation.
• Grow relationships with our customers and vendors.
• Ensure customer and vendor satisfaction and provide world-class support.
• Champion the voice of the customer in collaboration with other 86 teams.
• Manage a seamless customer experience from end-to-end, ensuring our service request execution delights every customer.