Customer Experience Representative

WITHIN 1 MONTH , YOU WILL:

• Complete the ChowNow New Hire Ramp Camp. Learn about ChowNow and about the restaurant industry, gaining an understanding of our product and our customers. 
• Complete all scheduled pieces of training with CS Managers and other ChowNow trainers to learn how to use all internal tools and how each of the features of the product work, including basic features as well as all add-on features.
• Solve your first 300 email and inbound call cases. Learn from our CS Managers to prioritize incoming customer inquiries, and the process to escalate as necessary to internal teams.

WITHIN 3 MONTHS, YOU WILL:

• Consistently handle customer inquiries within set SLAs 
• Prioritize and escalate issues in way that focuses on the most critical customer needs
• Successfully graduate our product training course to be able to explain product features and best practices for how to use them.

WITHIN 6 MONTHS, YOU WILL:

• Be eligible to participate in the CS Badging Program, which is a way to become an expert in different areas within ChowNow. Once you have a badge, you will be the go-to person in CS to handle internal escalations around your badge topic.
• Be eligible to advance to our chat support or escalations team. 

WITHIN 12 MONTHS, YOU WILL:

• Proactively identify, pilot and implement ways to increase efficiency in Customer Support processes; assess results and refine.
• Assist in training new CSRs through shadowing sessions and coaching on best practices.

YOU SHOULD APPLY IF:

• You have experience with ticket-based systems (Salesforce, Zendesk, etc.) or similar CRM/database software
• You have a mindset for using technology and can quickly learn how to use new tools independently and/or remotely.
• You’re available to begin a shift as early as 8:00am and end as late as 10:00pm, including weekends. In order to mirror our Restaurant Partners' busiest times, a majority of scheduled shifts occur in the afternoon and evening.
• You’re available to work some holidays (with additional benefits for doing so).
• You have at least 1 year in customer service including written and verbal communication with customers. Past experience in technical customer service (email, phone, chat or live) is definitely a plus.
• You are smart, independent, self-motivated, empathetic, passionate about supporting our customers, and a team player even in stressful situations. 
• You’re incredibly organized, detail-oriented, and are capable of handling multiple responsibilities at the same time, specifically a high-volume of inbound phone calls.

ABOUT OUR BENEFITS:

• Expected pay range: $18/hr - $21.55/hr
• Ongoing training and growth opportunities.
• A "Best Place to Work" winner multiple times where we focus on creating a great employee experience.
• Rock solid medical, dental, and vision plans.
• Mental Health Coverage - we offer several programs to support your mental health and wellness goals.
• 3 weeks paid vacation; paid holidays; we expect you to work hard, but still enjoy your personal life
• 7 weeks of baby bonding time for all new parents (within the first year of birth or adoption), 8 Weeks of Paid Pregnancy Leave.
• 401(k) Matching
• Employer-contributing student loan assistance program or continuing education reimbursement program
• Commuter benefits (including Uber Pool).
• Employee Stock Incentive Plan.
• Pet insurance for your fur babies
• Quarterly Industry Events (Women, LGBTQIA+, Diversity, Inclusion).
• Consistent & fair leadership: we’ll share info, set clear goals, show you respect, and treat everyone fairly.
• Enough freedom to spread your wings while still holding you accountable.
• Fully stocked kitchen and cold brew on tap in our satellite offices