Restaurant Success Associate: Retain & Grow Accounts

Wonder; United States; Hybrid; USD 35,000 - 60,000; Full time

Benefits offered by this job

Equity

401(k)

Medical plan

Dental plan

Vision plan

Disability insurance

Paid time off

Flexible PTO

Paid vacation

Paid sick leave

Discounted meals

Job summary

Wonder is seeking an Associate for the Restaurant Success team to nurture relationships with SMB restaurants and manage an assigned book of business. You will resolve issues, drive retention, and educate merchants on Grubhub-related products, perks, and promotions.

You will also handle a round-robin queue, update contracts, and coordinate with teams on fraud and tax inquiries, while maintaining service levels and a high-quality merchant experience.

Qualifications

• 1-2 years of customer service experience.
• Experience working with restaurant owners is a major plus. Restaurant experience is also a plus!
• Demonstrated ability in using computer and Windows PC applications, strong keyboard/navigation skills, learning new programs.
• Experience with Salesforce.com, Zendesk, or similar CRMs is a plus!
• Strong verbal and written communication skills; ability to communicate clearly, appropriately, and professionally to clients/internal audiences.
• Comfortable making outbound calls on the phone.
• Expertise in problem-solving – identifying root causes, customer needs, and quick, real-time solutions.
• Ability to multi-task duties and understand multiple products/levels of benefits.
• Must complete training and demonstrate proficiency.
• Positive attitude, reliability, attendance, operational know-how, team spirit, commitment.
• Be flexible and prioritize as needed by the business.
• Passion for fast-paced, fast-growing environment.

Responsibilities

• Manage an assigned book of business with focus on retention and engagement.
• Serve as the key contact for restaurants, resolving issues and improving satisfaction.
• Drive long-term partnerships and upsell marketing offerings and perks.
• Resolve inquiries quickly to build trust and loyalty; manage complex payment/tax inquiries.
• Maintain account integrity and up-to-date information; meet SLA targets.
• Handle a round-robin queue; resolve partner issues and answer questions.

Skills

Customer service

CRM experience

Outbound calls

Communication

Problem solving

Multitasking

Time management

Tools

Salesforce

Zendesk

Job description

Wonder is seeking an Associate for the Restaurant Success team to nurture relationships with SMB restaurants and manage an assigned book of business. You will resolve issues, drive retention, and educate merchants on Grubhub-related products, perks, and promotions.

You will also handle a round-robin queue, update contracts, and coordinate with teams on fraud and tax inquiries, while maintaining service levels and a high-quality merchant experience.