Remote Customer Solutions Expert

The Restaurant Store; Northern (KY); Hybrid; USD 42,000 - 66,000; Full time

Job summary

WebstaurantStore's Customer Solutions team is seeking a dedicated specialist to support customers via phone, live chat and email in a fast-paced remote environment. You will be trained during a 60-day onboarding period and empowered to resolve issues with empathy while balancing company guidelines.

You’ll investigate complex scenarios, coordinate with internal teams, and make thoughtful decisions on credits, refunds, replacements, and returns.

Qualifications

• Excellent communication skills with empathy and confidence.
• Ability to investigate complex customer situations across multiple systems.
• Strong judgment to determine credits, refunds, replacements, and other resolutions.

Responsibilities

• Communicate with empathy and confidence through phone, live chat and email in a fast-paced remote environment.
• Investigate complex customer situations by connecting information across systems and history.
• Use sound judgment to make decisions on credits, refunds, replacements, and returns while balancing policies and customer experience.
• Solve problems where the answer isn’t obvious, using critical thinking and creativity rather than scripts.
• Partner with internal teams when information or coordination is needed.
• Pursue continuous learning through feedback, coaching and collaboration.
• Adapt to improvements in systems, processes and workflows.
• Engage with teammates daily via chat or video calls.
• Focus on metrics related to customer experience, quality and culture.

Skills

Empathy

Communication

Problem solving

Cross-functional collaboration

Job description

WebstaurantStore's Customer Solutions team is seeking a dedicated specialist to support customers via phone, live chat and email in a fast-paced remote environment. You will be trained during a 60-day onboarding period and empowered to resolve issues with empathy while balancing company guidelines.

You’ll investigate complex scenarios, coordinate with internal teams, and make thoughtful decisions on credits, refunds, replacements, and returns.