What are the responsibilities and job description for the Care Escalations Advisor position at Toast Inc?

Toast is driven by building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best : building the businesses they love.

Position required to be in Omaha, NE office 2-3x a week.

Start Date : 4 / 21 / 25

Bready

to make a change?

As a Care Escalations Advisor, you will handle issues with urgency and empathy to solve complex scenarios and high visibility cases. You will take ownership of the customer care experience and customer satisfaction, while communicating outcomes with all levels of the Toast organization. You are hungry to learn, deliver a hospitality mindset, and are excited to showcase our rapidly expanding hardware and software suite. To thrive as a Care Escalations Advisor at Toast, you are resilient, motivated to deliver high quality customer interactions, and excel in ambiguous environments.

About this roll

Responsibilities)

Deliver an excellent customer experience through creative problem-solving and consistent probing, to resolve escalated customer concerns with Toast Products.

Perform troubleshooting and analysis in all campaign's including payroll and team management software, general billing and tax inquiries, payment processing, and tip configuration.

Communicate and collaborate effectively to de-escalate customers, resolve complex customer inquiries, and increase customer satisfaction.

Prioritize multiple and competing customer needs to meet internal escalation SLAs.

Execute case resolution to senior leadership with professional communication and email correspondence.

Update and maintain accurate customer records in Salesforce.

Analyze data trends identifying customer escalations for product improvement.

Support the business by recommending process improvements to management toward

advancing customer programs to provide a great customer experience.

Do you have the right ingredients

Requirements)

2 years experience in a role responsible for customer satisfaction and championing the customer experience, specifically within a Customer Care or Support function

Proven track record of success applying customer experience principles and methodologies for escalated customer care interactions, such as empathy and best judgment with a consultative approach

Proven track record of success navigating and troubleshooting technical tools, for instance a Apple laptop and Android based software Toast-native hardware

Success operating independently and navigating competing priorities in a constantly changing environment

Strong influencing, teamwork, communication, and collaboration skills

Special Sauce

Non-essential Skills / Nice to Haves)

Knowledge of the different Toast systems and how they operate together in a restaurant environment

Experience answering incoming phone calls and ticketing systems

Experience working in the tech industry or for a SaaS company

Open to schedules that may include weekends, holidays and nights

Our Spread

of Total Rewards

We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters' changing needs. Learn more about our benefits at

Bread puns encouraged but not required

We are Toasters

Diversity, Equity, and Inclusion is Baked into our Recipe for Success.

At Toast our employees are our secret ingredient. When they are powered to succeed, Toast succeeds.

The restaurant industry is one of the most diverse industries. We embrace and are excited by this diversity, believing that only through authenticity, inclusivity, high standards of respect and trust, and leading with humility will we be able to achieve our goals.

Baking inclusive principles into our company and diversity into our design provides equitable opportunities for all and enhances our ability to be first in class in all aspects of our industry.

Bready

to make a change? Apply today!

Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact candidateaccommodations@toasttab.com.

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What are the responsibilities and job description for the Care Escalations Advisor position at Toast Inc?

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