Customer Solutions Specialist - Hybrid

Clark Associates, Inc.; Lititz (Lancaster County); Remote; USD 42,000 - 54,000; Full time

Job summary

WebstaurantStore is seeking a Customer Solutions Specialist to support customers via phone, live chat, and email in a remote environment. You’ll operate without scripts, solving unique problems with empathy and critical thinking while aligning with company guidelines and customer needs.

The role includes a 60-day onboarding period with structured training and ongoing coaching. Opportunities to grow within WebstaurantStore and Clark Associates are available as you learn systems, products, and

Qualifications

• Empathy and confident communication across channels (phone, chat, email)
• Analytical thinking to investigate complex customer situations
• Judgment to determine credits, refunds, replacements, and other resolutions
• Problem solving without scripts, using critical thinking and creativity
• Collaboration with internal teams to resolve issues
• Commitment to continuous learning through feedback and coaching
• Ability to adapt processes to improve customer experience and workflows
• Strong teamwork and proactive communication

Responsibilities

• Communicating with empathy and confidence through phone, live chat and email in a fast-paced remote environment even during challenging situations
• Investigating complex customer situations by connecting information across multiple systems, order history, previous interactions and resources
• Using sound judgment to make decisions about credits, refunds, replacements, reshipments, returns, and other customer resolutions while balancing customer experience, company guidelines, and business impacts
• Solving problems where the answer isn’t always obvious by navigating situations requiring critical thinking, curiosity, and creativity rather than scripts
• Partnering with internal teams when resolving issues requires additional information, expertise, or coordination
• Continuous learning through regular feedback, coaching and collaboration opportunities
• Adapting to efforts to continuously improve our systems, the customer experience, and department workflows
• Connecting with teammates throughout each day via chat or video call
• Maintaining awareness of success through a variety of metrics focused on customer experience, quality, and culture

Job description

Job Summary

Shift: Monday through Friday 9:30 AM – 6 PM ET or local time zone equivalent. Flexibility to work an occasional weekend day (a few times per year) may be required, with advance notice provided. A weekday off would be provided within the same workweek.

60-Day Training Period: Monday through Friday, 9:00 AM–5:30 PM ET or local time zone equivalent. During this time, our full-time Training team will support you as you learn the role.

Help Businesses Keep Moving

At WebstaurantStore, Customer Solutions is more than just a call center.

Our mission is to empower people to run their businesses more profitably and efficiently. Whether they’re running restaurants, schools, or healthcare facilities, they rely on us as a trusted distributor to support their success.

As a Customer Solutions Specialist, you won’t be expected to follow a script. You’ll have the opportunity to individually support our customers and their unique needs via phone, live chat, and email. We trust our specialists to solve problems creatively and deliver a great experience for every customer who trusts us as their supplier.

Responsibilities

A typical day in Customer Solutions looks like:

• Communicating with empathy and confidence through phone, live chat and email in a fast-paced remote environment even during challenging situations
• Investigating complex customer situations by connecting information across multiple systems, order history, previous interactions and resources to understand the full picture before determining the best path forward
• Using sound judgment to make decisions about credits, refunds, replacements, reshipments, returns, and other customer resolutions while balancing customer experience, company guidelines, and business impacts
• Solving problems where the answer isn’t always obvious. You’ll navigate situations that require critical thinking, curiosity, and creativity rather than relying on scripts or standard procedures
• Partnering with internal teams when solving the issue requires additional information, expertise, or coordination
• Continuous learning through regular feedback, coaching and collaboration opportunities
• Adapting to our efforts to continuously improve our systems, the customer experience, and department workflows
• Connecting with teammates throughout each dayvia chat or video call
• Maintaining awareness of success throughout a variety of metrics focused on customer experience, quality, and culture.

Why Customer Solutions?

You will be supported from Day 1. You’ll start with a 60-day onboarding program designed to help you learn our systems, products, customers, and approach to problem-solving. From there, you will continue building skills through hands‑on experience, quality feedback, leader support, and collaboration with teammates.

As you grow your skills and expertise in Customer Solutions, you may have opportunities to expand your responsibilities, contribute beyond your day-to-day work, and prepare for future roles across WebstaurantStore and Clark Associates. We look for people who are curious, coachable, collaborative, and motivated to keep learning and improve the experience for customers and teammates.