Remote Customer Solutions Specialist

WebstaurantStore Food Service Equipment and Supply Company; Lititz (Lancaster County); On-site; USD 34,000 - 41,000; Full time

Benefits offered by this job

Remote, full-time role

Paid holidays and PTO (160 hours)

Medical, dental, and vision insurance

401(k) plan with company match

Employee discounts

Job summary

WebstaurantStore, a leading food service equipment supplier, is hiring a Customer Solutions Specialist. You’ll support customers by phone, live chat, and email in a remote, non-scripted environment, solving problems with empathy and solid judgement.

A 60-day onboarding program and ongoing coaching help you learn our systems, products, and processes. The role offers paid holidays, PTO, health benefits, and opportunities for career growth within the WebstaurantStore family.

Qualifications

• Strong verbal and written communication skills.
• 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 speed

High-speed internet

Tools

Office 365

Windows

Internet-based tools

Multiple software platforms

Job description

WebstaurantStore, a leading food service equipment supplier, is hiring a Customer Solutions Specialist. You’ll support customers by phone, live chat, and email in a remote, non-scripted environment, solving problems with empathy and solid judgement.

A 60-day onboarding program and ongoing coaching help you learn our systems, products, and processes. The role offers paid holidays, PTO, health benefits, and opportunities for career growth within the WebstaurantStore family.