Remote Customer Solutions Pro — Creative Problem Solver

WebstaurantStore; Lititz (Lancaster County); On-site; USD 30,000 - 41,000; Full time

Benefits offered by this job

Remote, full-time role

Paid holidays

PTO 160 hours

Medical, dental, vision insurance

401(k) with company match

Employee discounts

Job summary

WebstaurantStore is seeking a Customer Solutions Specialist to support customers by phone, live chat, and email in a fast-paced remote environment. You will solve problems creatively, with empathy and confidence, without scripts, and leverage multiple systems to understand the full picture before taking action.

From Day 1 you’ll join a 60-day onboarding program and receive ongoing coaching, with growth opportunities across WebstaurantStore and Clark Associates.

Qualifications

• Strong verbal and written communication skills, with conversational fluency in English.
• Experience using Office 365, Windows systems, internet-based tools, and multiple software platforms.
• 40 Words Per Minute (WPM) typing speed required.
• Reliable high-speed internet of at least 75mbps download/10mbps upload required.

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 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 day via chat or video call.
• Maintaining awareness of success throughout a variety of metrics focused on customer experience, quality, and culture.

Skills

Verbal and written communication

Typing 40 WPM

Office 365

Windows systems

Multi-platform tools

Job description

WebstaurantStore is seeking a Customer Solutions Specialist to support customers by phone, live chat, and email in a fast-paced remote environment. You will solve problems creatively, with empathy and confidence, without scripts, and leverage multiple systems to understand the full picture before taking action.

From Day 1 you’ll join a 60-day onboarding program and receive ongoing coaching, with growth opportunities across WebstaurantStore and Clark Associates.