Customer Care Specialist - Retail

<p><strong>Customer Care Specialist - Retail </strong></p> <p><strong>Start Date: </strong>4/20</p> <p><strong>Location:</strong> Omaha, NE Office<strong> - </strong><span style="font-weight: 400;">1926 S 67th St, Suite 200, Omaha NE 68106. <strong>You will be expected to be in office 2 days a week, post training. </strong></span></p> <p><strong>Training will be 6 weeks long and will take place FULLY ONSITE Monday through Friday 9am - 6pm CST.</strong></p> <p><strong>Open Availability is required. <span style="text-decoration: underline;">Post training schedules will range Monday - Sunday 7am - 7pm CST. </span></strong></p> <p><em> </em></p> <p>Toast is driven by building a platform that helps retailers and restaurants operate their business, increase sales, engage customers, and keep employees happy.</p> <p><em>Bready</em>* to make a change?</p> <p>We are looking for a founding team member as we launch dedicated support for our retail customers. This team will be responsible for providing inbound support for retailers in a generalist model. As one of our founding team members, you’ll partner closely with Care leadership, enablement, customer success, onboarding and more to help us understand a retail operator’s unique needs and how we can deliver a customer experience that helps them thrive. </p> <p>As a Customer Care Specialist, you engage directly with our Toast customers to drive specialty support with measured success based on productivity and customer satisfaction Key Performance Indicators (KPIs). You will respond to and resolve complex and nuanced inquiries on Toast products and services, and take ownership of the customer experience. You are able to apply principles and methodologies, such as empathy, good judgment, and a consultative approach, to customer interactions. As a pivotal stakeholder, you partner with leadership and cross-functional teams across the company. To thrive as a Customer Care Specialist at Toast, you are a customer champion, thrive in escalated situations, and excel in ambiguous environments! </p> <p><strong><em>About this roll*: </em></strong></p> <ul> <li>Leverage your Toast product knowledge and customer service skills to answer incoming calls, chats and/or casework from Toast Retail Customers</li> <li>Deliver a top tier customer experience through creative problem-solving and consistent probing, to craft accurate timely outcomes for Toast Retail Customers</li> <li>Conduct Toast procedures to escalate and coordinate the customer response in accordance with Toast values</li> <li>Expand your knowledge of Toast’s hardware and software weekly through professional development time, trainings, knowledge base articles, and the experience gained from performing the roll</li> </ul> <p><strong><em>Do you have the right ingredients*? </em></strong></p> <ul> <li>1+ years of experience in a role responsible for customer satisfaction and championing the customer experience</li> <li>Success operating independently and navigating competing priorities in a constantly changing environment</li> <li>Proven track record of success navigating and troubleshooting technical tools, for instance a Apple laptop and Android based software + Toast-native hardware</li> <li>Strong communication, organizational, and influencing skills </li> </ul> <p><strong>Special Sauce* (Non-essential Skills/Nice to Haves)</strong></p> <ul> <li>Experience answering incoming phone calls and ticketing systems </li> <li>Experience working in the tech industry or for a SaaS company</li> <li>Open to schedules that may include weekends, holidays and nights</li> </ul> <p><strong>Our Spread* of Total Rewards</strong></p> <p>We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn m ... (truncated, view full listing at source)