Customer Care Expert - Kitchen Campaign

Start Date: 7/10/2023 Class - Training is 7 weeks on-site in the Omaha, NE office. There is no PTO allowed during training.

Location: Omaha, NE Office - 1926 S 67th St, Suite 200, Omaha NE 68106. You will be required to be in office up to 3 days a week post training.

Hourly Rate: $25 per hour

Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love.

Bready* to make a change?

As a Kitchen Customer Care Expert, you engage directly with our Toast customers to drive specialty support with measured success based on productivity and customer satisfaction Key Performance Indicators (KPIs). You will respond to and resolve complex and nuanced inquiries on Toast products and services, and take ownership of the customer experience. You are able to apply principles and methodologies, such as empathy, good judgment, and a consultative approach, to customer interactions. As a pivotal stakeholder, you partner with leadership and cross-functional teams across the company. To thrive as a Customer Care Expert at Toast, you are a customer champion, thrive in escalated situations, and excel in ambiguous environments!

About this roll* (Responsibilities)

• Deliver a top tier customer experience over the phone through creative problem-solving and consistent probing, to craft accurate & timely outcomes for Toast Customers
• Understand technology issues by asking questions, listening, asking follow-up questions, taking detailed notes and providing accurate time estimates for next steps
• Communicate & collaborate effectively with escalated customers; able to use de-escalation techniques to resolve complex customer inquiries and increase customer satisfaction
• Help set up and troubleshoot technology devices for customers
• Collaborate and actively participate with internal team members in meetings and 1:1 training to ensure we are all working together to provide a great customer experience
• Support the business by recommending process improvements to management toward advancing customer programs.

Do you have the right ingredients*? (Requirements)

• 2+ years of experience in a role responsible for customer satisfaction or 1+ year working in a customer support role providing technical troubleshooting and solving difficult problems
• Experience with root cause analysis; able to understand unique situations and deliver solutions to these problems
• Proven track record of success navigating and troubleshooting technical tools, for instance a Apple laptop and Android based software + Toast-native hardware
• Strong verbal/ written communication, organizational, and influencing skills
• Success operating independently and navigating competing priorities in a constantly changing environment

Special Sauce* (Nonessential Skills/Nice to Haves)

• 1+ years of experience using a POS (Point of Sale) software, ideally in the service industry
• Ability to work a flexible schedule, including holidays, nights and weekends

Our Spread of Total Rewards

• 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
• 401(k) and matching
• Medical, Dental, & Vision Coverage
• Mental Health Benefits
• Subsidized backup childcare

• Bread puns encouraged but not required