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Customer Service Specialist: Evenings & Weekends

86 Repairs

86 Repairs

Customer Service
Remote
Posted on Tuesday, July 9, 2024

*This role requires availability for afternoon, evening, and weekend hours.

*1-year of restaurant experience required.

Our Company

86 Repairs is transforming a huge, overlooked problem in restaurants: getting things fixed. While other parts of the industry have evolved thanks to technology (think: online ordering, point-of-sale), repairs and maintenance (R&M) has kept the status quo…

Until we came along.

86 launched an R&M management platform built for the restaurant industry in 2018. Our tech-enabled solution includes on-demand repair management and preventative maintenance. With 86 Repairs, restaurants can access data-driven insights and 24/7 support to control their facilities, reduce their R&M costs, and spend less of their team's time on equipment repairs.

Our Community

86ers are thoughtful, ambitious, and creative folks working together across multiple states. We have industry veterans and non-industry folks alike. We believe the strength of our team can’t be contained by the four walls of an office, so we’re fully remote. We gather regularly for team events that include delicious meals at our customers’ restaurants.

We're looking for sharp people who want to contribute new perspectives to our community and help us grow. We value folks who are comfortable with rapid change and are excited to build a company together. We don’t have it all figured out, so we need team members who thrive on new challenges.

Our Commitment

The only way to build a great company is by hiring talented people with diverse backgrounds and rich life experiences. Those experiences contribute to our culture and help us find creative solutions to the tough problems we're solving. Because of this, 86 Repairs is committed to inclusion across race, gender, age, religion, identity, disability, and background in everything we do.

Historically, women and people of color are hesitant to apply for a role unless they meet every qualification listed in the job description. If you are uncertain if you're a fit, please apply. We'd rather have one more resume to review than miss the chance to meet amazing talent.

Responsibilities

  • Promptly respond to customer requests by phone, text message, email, chat, slack, and portal.

  • Communicate with customers and vendors to identify the root cause of an issue.

  • Troubleshooting equipment repairs with customers in real time.

  • Solve complex problems, both technical and non-technical in nature.

  • Coordinate service visits and repairs to ensure optimal customer uptime.

  • Utilize data insights and service history to provide consultative feedback to customers.

  • Resolve time sensitive tasks in an expeditious manner.

  • Follow processes and procedures in order to ensure complete, accurate, and timely records in all relevant systems and profiles.

  • Take pride in delivering high quality service and written documentation.

  • Grow relationships with our customers and vendors.

  • Ensure customer and vendor satisfaction and provide world-class support.

  • Champion the voice of the customer in collaboration with other 86 teams.

  • Manage a seamless customer experience from end-to-end, ensuring our service request execution delights every customer.



Qualifications

  • 3+ years of experience in customer facing roles (e.g. restaurant, hospitality, and/or service vendor).

  • At least 1-year of restaurant experience (can be FOH or BOH).

  • Practical experience with helpdesk software and cloud-based telephony systems like Twilio.

  • Strong organizational skills with the ability to juggle competing priorities.

  • Strong analytical and problem solving skills.

  • Superb written and verbal customer handling skills.

  • High attention to detail.

  • Deadline driven.

  • Ability to work successfully within a fast-paced, time sensitive environment.

  • Strong technical skills (Google Suite, Excel).

  • Personal accountability and the ability to self-manage.

  • Outside-the-box thinker.

  • Flexibility to work scheduled shifts during afternoons, evenings, weekends, and some holidays (candidates without this flexibility will not be considered).

  • Spanish language proficiency is a plus.

We do not require

  • A college degree or high GPA.

  • Tools: We’ll provide you with your computer, monitor, and everything you need.

  • Startup or tech experience (an aptitude for fast-paced computer-based work is enough).

  • Commutes: We’re remote-first; travel is dependent on your role.

Compensation & Benefits

  • 100% remote role: Work where you live! (Occasional opportunities for in-person events are optional. Travel may be required for certain roles.)

  • Company-provided equipment (computer, monitor, tools).

  • Competitive base salary in line with the Chicago market. The starting base salary for this role is $55,000. Benefits package (separate from base salary) totals ~$10K, including up to $800 monthly for health, dental, vision, disability, and life insurance plans.

  • Flex spending account for family and child care.

  • Employee assistance programs.

  • 401(k) plan with up to 3% matching.

  • Unlimited PTO with generous paid parental and sick leave policy.

  • Regular fun team-building events both virtually and IRL.

  • Plus our “Check Please” dining benefit, where the company pays for you to eat at our customers’ restaurants!

* If you require reasonable accommodations to participate in our interview process please let us know.