Customer Support Specialist

Role Overview

• Report to the Customer Support Supervisor, our Customer Support Representatives will be responsible for providing support to our customers, answering complex questions on function and usage of products via telephone, email and/or Internet. This person will be the primary contact for our large customer base in North America as well as for OpenTable customers worldwide with the goal of providing excellent service.
• Answer customer and employee calls, emails, chats, community posts (and any future form of contact we may come up with)
• Provide outstanding service
• Know your limitations and when you should ask for assistance
• Own the resolution to the problem; don’t leave the customer hanging
• Accurately and efficiently log all contacts in our CRM (Salesforce)

Requirements

• You have an interest (or background) in the restaurant or hospitality industry (It’s certainly not mandatory, but we do appreciate any proven experience)
• You start every single day with energy and enthusiasm (even if it takes a few cups of coffee to get there)
• You have the natural ability to know what’s right for the customers and our company, and will lobby to ensure both needs are met
• even if it means digging deep to find creative solutions
• You love to tackle problems
• You speak both fluent English and Spanish. You will be required to speak regularly with our Spanish speaking customers. You must also be able to write in English and Spanish for Digital communications.
• You’re the one your family and friends call when their electronics are acting up, or when they need help getting new devices set up
• Value your integrity, and respect the trust our customers place in OpenTable’s products/ brands and would never lie to our clients just to make them happy
• You enjoy the flexibility and challenges that come with a script free environment
• You use your experience and personality to provide excellent service
• You are not only receptive to feedback, but you actively seek it, and look for ways to implement it
• Excellent social skills, with a bias towards customer service
• You have Strong communication skills: active listening, writing/typing, informal communications
• Restaurant/ hospitality experience (or even just being a “foodie”) preferred
• You have 1+ year’ experience providing customer support, by phone, email, chat, preferably in a software support environment
• Have experience using current Microsoft Windows and Apple operating systems
• You hold knowledge of iOS and Apple Hardware.

Tech Stack

• iOS

Benefits

• Work from (almost) anywhere for up to 20 days per year
• Focus on mental health and well-being:
• Company-paid therapy sessions through SpringHealth
• Company-paid subscription to Headspace
• Company-wide week off a year
• the whole team fully recharges (and returns without a pile-up of work!)
• Paid parental leave
• Generous paid vacation + time off for your birthday
• Paid volunteer time
• Focus on your career growth:
• Development Dollars
• Leadership development
• Access to thousands of on-demand e-learnings
• Travel Discounts
• Employee Resource Groups
• Christmas Bonus
• 30 days
• 20 days of paid time off a year
• 25% vacation premium
• Private health, dental, and life insurance
• Monthly social events and happy hours