Customer Care Expert
Customer Care Expert
Start Date: 5/15/2023 Class - Training is 7 weeks on-site in the Omaha, NE office. There is no PTO allowed during training.
Location: Omaha, NE Office - 1926 S 67th St, Suite 200, Omaha NE 68106. You will be required to be in office up to 3 days a week post training.
Hourly Rate: $23.00 per hour
Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love.
Bready* to make a change?
As a Payments Customer Care Expert, you engage directly with our Toast customers to drive specialty support with measured success based on productivity and customer satisfaction KPIs. You will respond to and resolve complex and nuanced inquiries on Toast products and services, and take ownership of the customer care experience. You are able to apply principles and methodologies, such as empathy, good judgment, and a consultative approach, to customer care interactions. As a pivotal stakeholder, you partner with Customer Care management, Restaurant Success Program Managers, Sales, Services, Product, and Finance to meet customer needs.
About this roll* (Responsibilities)
- Perform thorough troubleshooting and probing analysis with the customer regarding general billing inquiries and payment processing questions.
- Support Customer through issues and questions surrounding Credit card processing, credit card issuers, bank accounts, payment disputes and all corresponding financial reporting
- Communicate & collaborate effectively to our Toast customers, resolve complex customer inquiries, and increase customer satisfaction.
- Possess a high level of product knowledge with Toast reporting and CC Processing tools.
- Support the business by recommending process improvements to management toward advancing customer programs.
- Collaborate and actively participate with internal team members in meetings and 1:1 training to ensure we are all working together to provide a great customer experience.
- Update and maintain records in our customer database (Salesforce).
Do you have the right ingredients*? (Requirements)
- 1+ years working in a Customer Care or Support role providing technical troubleshooting and solutions preferred
- Understanding of basic financial transaction processing and payments
- Strong leadership, teamwork, communication, and collaboration skills
- Strong verbal/written communication skills
- Ability to perform in a fast-paced environment and comfortable working under pressure in stressful situations
- Strong desire and willingness to work with numbers and reporting
- Critical thinking - Payments troubleshooting is often not a “follow these five steps” situation
Special Sauce* (Nonessential Skills/Nice to Haves)
- Knowledge of Fintech products
Our Spread of Total Rewards
- Unlimited Vacation
- Sabbatical opportunity after five years
- Professional Development Reimbursement Program
- Commitment to Employee Wellness through resources such as a quarterly Wellness Stipend
- Various peer and company recognition programs
- 401(k) and matching
- Medical, Dental, & Vision Coverage
- Mental Health Benefits
- Subsidized backup childcare
*Bread puns encouraged but not required
The starting pay rate for this role is below. Please note, there is not a range for this role, the number listed below is the rate.
Pay Rate
$23—$23 USD
We are Toasters
Diversity, Equity, and Inclusion is Baked into our Recipe for Success.
At Toast our employees are our secret ingredient. When they are powered to succeed, Toast succeeds.
The restaurant industry is one of the most diverse industries. We embrace and are excited by this diversity, believing that only through authenticity, inclusivity, high standards of respect and trust, and leading with humility will we be able to achieve our goals.
Baking inclusive principles into our company and diversity into our design provides equitable opportunities for all and enhances our ability to be first in class in all aspects of our industry.
Bready* to make a change? Apply today!
Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact [email protected].