Customer Service Representative - Coralville, IA

JOB TITLE: Customer Service Representative STATUS: Part-Time, Remote; Varying Hours (10-20 hours a week... BASED AT: Pancheros Mexican Grill Support Center, remote position but candidates must reside in or around Coralville, IA REPORTS TO: Customer Experience Manager JOB SUMMARY: Pancheros is one of the original fast-casual burrito chains. Started in Iowa City, the brand has now grown to almost 70 restaurants in 12 states, and continues to grow. We’re known best for our fresh-pressed tortillas and creating the perfect bite by mixing all ingredients together with a tool that we affectionately call, “Bob.” Our guests are given many choices each day with what to feed themselves, their families, and their friends. We strive to serve each guest with a premier dining experience from the moment they order their food, to their first bite, to contacting our team with a question, and you’ll be an integral part of that process. You will ensure that our guests are heard, have their problems resolved quickly and personally and that they understand there is a person that cares about their experience behind every email, phone call, or message. This role isn’t just about correcting problems though; you’ll be joining our Customer Service Team within the Marketing team, where you’ll interact with restauranteurs to assist with restaurant operations with the chance to connect personally with our guests, turn their problems around, and create new fans in the process. ESSENTIAL FUNCTIONS of this position include, but are not limited to: • Acts as primary liaison with guests in providing helpful information, answering questions, and responding to complaints in regards to their experience. • Helps guests using the proper protocol which includes accessing their Pancheros loyalty account, issuing order refunds, or connecting them with a member of our operations leadership team. • Enters verbal and written guest information accurately into Freshdesk Continuously working to improve the efficiency and outcome of the guest experience. • Assist with digital restaurant operations such as online menu updates and delivery and online ordering systems management KEY RESPONSIBILITIES & DUTIES: • This is a remote position, although candidates located around Coralville, IA are preferred. Applicant must be able to work from home with an occasional requirement to come into our Support Center for meetings or social events. • Answering customer emails and phone calls while following Pancheros brand standards • Assisting in proactively identifying opportunities for restaurant operational improvement • Record and report trends, patterns of problems, and guest feedback for suggestions • Speak comfortably and confidently with customers about matters relating to guest support • Take calls from restaurant managers to update online menus and monitor online ordering platforms REQUIRED QUALIFICATIONS: An ideal candidate is an effective multi-tasker and has the ability to work well with internal departments and employees located outside of the Iowa Support Center. Candidates will have a good working knowledge of G Suite and the ability to learn new platforms specific to the job description. Must have the desire to grow and learn within the company as well as excellent communication skills both written and verbal. WE OFFER: • Competitive pay • Comprehensive training • Opportunities to grow within the company Job Type: Part-time Pay: From $16.00 per hour Expected hours: 10 – 20 per week Benefits: • Work from home Experience level: • 1 year • Under 1 year Shift: • Day shift • Evening shift Weekly day range: • Weekends only Work setting: • Remote Education: • High school or equivalent (Preferred) Experience: • Customer Service Representative: 1 year (Preferred) Shift availability: • Day Shift (Required) • Night Shift (Required) Work Location: Remote

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