Are you passionate about providing exceptional customer service and thrive in a fast-paced, tech-driven environment? Toast, the leading restaurant platform committed to helping restaurants thrive, is seeking a Customer Care Expert – Kitchen to join our dynamic team in Omaha, NE. If you are bready for a change and eager to make a real impact on restaurant success through outstanding Toast Customer Service, we encourage you to apply!
Start your journey with Toast:
- Start Date: March 24th
- Training: Comprehensive 12-week on-site training program at our Omaha, NE office (1926 S 67th St, Suite 200, Omaha NE 68106). Please note that PTO is not permitted during the training period.
- Location: Omaha, NE Office. Post-training, this role requires in-office presence 2 days a week.
- Hourly Rate: $25 per hour
What you’ll do as a Customer Care Expert:
As a Kitchen Customer Care Expert, you will be the frontline champion of toast customer service, directly engaging with our restaurant customers to provide specialized support for their kitchen operations. Your mission will be to deliver outstanding service, measured by key performance indicators (KPIs) focused on productivity and customer satisfaction. You will skillfully handle a wide range of inquiries, from the straightforward to the complex, related to Toast products and services, always taking full ownership of the customer’s experience.
This role demands a customer-centric approach, requiring empathy, sound judgment, and a consultative mindset in every interaction. You will be a vital link between our customers and the company, collaborating closely with leadership and cross-functional teams to continuously improve toast customer service and product offerings. If you excel in escalated situations, thrive in environments that require adaptability, and are a true advocate for the customer, this is the perfect opportunity to grow your career in toast customer service.
Key Responsibilities:
- Exceptional Customer Support: Deliver top-tier toast customer service experiences via phone, employing creative problem-solving and thorough probing techniques to provide accurate and timely solutions for Toast customers.
- Technical Expertise & Troubleshooting: Master technology-related issues by asking insightful questions, actively listening to customer concerns, conducting detailed follow-up inquiries, meticulously documenting notes, and providing precise time estimates for resolution steps.
- De-escalation and Resolution: Effectively communicate and collaborate with customers in escalated situations, utilizing proven de-escalation techniques to resolve complex inquiries and significantly enhance customer satisfaction with toast customer service.
- Technical Setup & Support: Provide hands-on assistance to customers in setting up and troubleshooting their Toast technology devices, ensuring seamless operation within their kitchen environments.
- Team Collaboration & Improvement: Actively participate and collaborate with internal team members in meetings and one-on-one training sessions, fostering a unified approach to delivering exceptional toast customer service.
- Process Enhancement: Contribute to the advancement of toast customer service programs by proactively recommending process improvements to management, based on customer interactions and insights.
Do you have the right ingredients? (Qualifications):
- Experience: 2+ years in a customer satisfaction-focused role, or 1+ year in a technical customer support role involving troubleshooting and complex problem-solving.
- Technical Aptitude: Proven ability to navigate and troubleshoot technical tools, including Apple laptops and Android-based software, as well as Toast hardware.
- Problem-Solving Skills: Strong experience with root cause analysis, demonstrating the ability to understand unique situations and develop effective solutions.
- Communication & Interpersonal Skills: Exceptional verbal and written communication, organizational, and influencing skills.
- Adaptability & Independence: Demonstrated success in operating independently and effectively managing competing priorities within a dynamic and evolving environment.
Special Sauce (Bonus Skills):
- POS Experience: 1+ year of experience using Point of Sale (POS) software, ideally within the restaurant or service industry, enhancing your understanding of toast customer service needs in this sector.
- Call Center & Ticketing Systems: Experience handling incoming phone calls and utilizing ticketing systems for efficient customer support management.
- Tech/SaaS Industry Experience: Background working in the technology industry or for a SaaS company, providing valuable context for toast customer service in a tech-driven environment.
- Schedule Flexibility: Openness to schedules that may include weekends, holidays, and nights to meet the needs of our restaurant customers.
Our Total Rewards:
Toast is committed to attracting and retaining top talent by offering competitive compensation and benefits. Our comprehensive total rewards package extends beyond competitive earnings, encompassing a healthy lifestyle and the flexibility to adapt to the evolving needs of our Toasters. Learn more about our benefits at https://careers.toasttab.com/toast-benefits.
We are Toasters: Diversity, Equity, and Inclusion:
At Toast, our employees are the essential ingredient to our success. We believe that empowering our employees leads to company-wide achievements. The restaurant industry’s rich diversity inspires us. We embrace and celebrate this diversity, understanding that authenticity, inclusivity, respect, trust, and humility are fundamental to achieving our goals. By embedding inclusive principles into our company culture and integrating diversity into our approach, we create equitable opportunities for all and strengthen our position as leaders in the industry.
Ready to enhance toast customer service and make a change? Apply today!
Toast is dedicated to providing an accessible and inclusive hiring process. If you require accommodations to access the job application or interview process due to a disability, please contact [email protected].
