Job description

Colorado Applicants Only

Job Description:

Scratch Kitchen is an on-demand restaurant platform focused on transparency, sustainability, and scratch-made food.

The Customer Service Agent works as part of a team to provide Scratch Kitchen customers with quality customer support. This remote position is responsible for customers' experience from ordering through the Scratch Kitchen native site and third-party delivery provider sites to food delivery.

Responsibilities:

• Engage with customers through various channels (text, email, phone, and live chat) - respond to inquiries during the order process.
• Troubleshoot customer issues - coupon problems, payment issues, and order errors.
• Work with third-party delivery providers to assign delivery drivers, solve customer issues and assist with cancellations of orders.
• Assist the kitchen staff with any issues, questions, or concerns through Slack and phone communication.
• Ensure the kitchen is aware of any customer allergies, special requests, or adjustments.
• Work in Toast Point-of-Sale systems to process refires, adjustments, and special requests.
• Deactivate and reactivate menu items as requested by the kitchen staff.
• Be able to adjust and refund orders from our native site through the Olo platform.
• Possess menu knowledge and be able to learn our menu hierarchy (includes allergen, ingredient, and dietary restriction knowledge).
• Investigate causes of late-order pickup and solve any related issues.
• Report delivery issues through Olo or third-party delivery providers.
• Log any customer issues in the Scratch Kitchen feedback tool.
• Assist Customer Experience Agents with any additional tasks.

Desired Attributes:

• Strong communication and organizational skills, and exceptional attention to detail.
• Outstanding work ethic, with the ability to perform under pressure, meet deadlines and prioritize and deliver multiple tasks on time.
• Ability to thrive in chaos, while being naturally inquisitive.
• Ability to work well cross-functionally and collaborate well with key stakeholders.
• Adjusts quickly and appropriately to changes that happen within the company.

Qualifications:

• 1-2 years of experience in the restaurant industry and/or in customer service.
• Some college or a college degree is preferred.
• Strong verbal and written communication.
• Comfortable with all forms of communication (phone, text, email, live chat).
• Ability to commute to Boulder/Denver when needed for training or meetings. (Must live in Colorado).
• Ability to work from home: Stable internet connection, quiet environment, laptop, and headphones (if needed).
• Can multi-task and work on multiple platforms at one time.
• Zendesk, Toast, or Olo experience preferred.
• Proficiency in Google Business Suite (Google Documents, Google Sheets, etc.)
• MUST be able to work nights, weekends, and mornings. Open availability is a requirement.
• Bilingual preferred.

Pay:

$16.00 an hour

Potential Timeline:

Immediate Hire and Train

While this position is remote, we do ask that you can drive to our Boulder and Denver locations when needed.'
'
Benefit Conditions:

• Waiting period may apply
• Only full-time employees eligible

Communication method(s) used:

• Email
• Phone

This Job Is:

• A job for which military experienced candidates are encouraged to apply
• Open to applicants under 18 years old, provided it is legally allowed for the job and location
• A good fit for applicants with gaps in their resume, or who have been out of the workforce for the past 6 months or more
• Open to applicants who do not have a college diploma
• A job for which people with disabilities are encouraged to apply

Job Type: Full-time

Pay: $16.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Day shift
• Evening shift
• Morning shift
• Night shift

Weekly day range:

• Monday to Friday
• Weekend availability

Application Question(s):

• Are you located in Colorado?

Education:

• Bachelor's (Preferred)

Experience:

• Microsoft Office: 1 year (Preferred)
• Customer Service: 1 year (Required)

Shift availability:

• Day Shift (Preferred)
• Night Shift (Preferred)

Work Location: Remote

smogtown13.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, smogtown13.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, smogtown13.com is the ideal place to find your next job.