Description:
About this roll* (Responsibilities)
- Advocate for Toast customers by always being ready to answer incoming calls, chats and/or casework
- Purposefully expand your knowledge of Toast’s hardware and software on a weekly basis through professional development time, trainings, knowledge base articles and the experience gained from performing the roll
- Independently problem-solve with consistency; in this front-line role it is your responsibility to craft accurate outcomes that make Toast’s customers time and satisfaction the priority
- Master the art of probing questions with Toast resources to assess and resolve customer needs that keep restaurants happily running Toast
- Example requests include: my card reader isn’t swiping, my device is offline, help me locate my net sales for the year, how do I set-up online ordering, and how do 3rd party systems work with Toast?
- Navigate Toast procedures to properly escalate and coordinate the customer response in accordance with Toast values
- Embrace a hospitality mindset that makes Toast Customer Care a differentiator of service in the industry
- Engage with the roll by executing a recipe for success. Being on time, ready to deliver and finishing the dish for our customers every single time.
- Key performance indicators you’ll be measured against include: Attendance, Adherence, First Call Resolution, Average Handle Time, Escalation Rate, Customer Satisfaction and Productivity.
- Lead with your voice to benefit customers, your peers, Toast, and commit yourself to a career of growth
Do you have the right ingredients*? (Requirements)
- Expertise in championing the customer experience in constantly evolving ways which primarily includes incoming calls but may include chats and emails
- Open to schedules that may include weekends and holidays
- Technically-savvy individual who can perform their work on an Apple laptop, and troubleshoot an Android based software + Toast-native hardware
- Multi-tasking is required to excel and includes: taking notes in-real time, navigating multiple databases, investigating, working on multiple screens, speaking to the customer and collaborating with peers in a time-conscious results-driven workflow
- Empathizer-in-chief who takes ownership of the customer journey to de-escalate and empower customer outcomes
- Comfortable with a constantly evolving, fast-paced environment, and requiring Toasters to operate with great judgement making skills
- Demonstrating to customers how Toast products work better together and providing insights which features & services could be game changers for how they optimise their restaurants
- Stays curious, gets involved, and is willing to ask + give help in their journey at Toast