Client Experience Analyst- Teamwork, Reserve and Integrations

This will be a hybrid position located in Royal Oak, MI

($18-22/hr)

We are open 8am-8pm Monday-Sunday. Shifts will change, but analyst get a schedules two weeks ahead of time.

We are looking for a reliable and client-focused Support Agent to join our Integrations Field Operations team. Support Agents will be responsible for handling client inquiries and resolving complaints through various communication channels such as phone, email, and/or chat. SpotOn requires a high level of professionalism and the ability to demonstrate excellent communication skills to ensure a positive client experience. Ideal candidates will have experience working with systems.

Responsibilities: 

• Respond promptly to client inquiries through multiple communication channels, including, but not limited to: phone, email, and/or chat, in a courteous and professional manner
• Provide accurate and effective solutions to clients, account executives, & other team member issues, complaints, and inquiries
• Document ALL client interactions and transactions accurately in the database system (backlog & inbox management)
• Meet or exceed performance goals, including customer satisfaction, call resolution, and quality assurance metrics
• Attend in-person coaching sessions, complete training lesson content, successfully pass exams, and document acknowledgment of completion.
• Maintain and upkeep knowledge of SpotOn products, services, and policies
• Other duties as assigned by the supervisor or manager
• Present deeper product features to encourage product adoption
• Perform detailed audits of data transfers to ensure accuracy, completeness, and compliance with organizational standards and regulatory requirements
• Dissect complex problems and uncover the underlying issues driving client requests

Qualifications: 

Research shows that women and members of underrepresented groups tend to apply to roles only when they check every box on a job description. We encourage you to apply if you meet the majority of qualifications and if this role is aligned with your career trajectory.

• Must have excellent verbal and written communication skills to appropriately manage both internal and external partner relationships
• 2 plus years of experience working in a call center, customer service environment, or related field
• Fluency in Spanish is a bonus! (Written and spoken)
• Familiar with internal software applications such as CRM’s, Salesforce, Talkdesk
• Integrations, Data Mapping, Online Ordering related experience is a plus
• Any experience working in a retention role where a persuasive attitude, excellent customer relationship skills, and a passion for meeting goals was rewarded
• Strong problem-solving and critical thinking skills
• Excellent soft skills and diplomacy to effectively de-escalate quickly
• Ability to work under pressure and handle multiple tasks simultaneously
• 1+ years of experience with restaurant operations a plus

Benefits:  

At SpotOn, we put people above everything else. We’re known for our innovative software and technology solutions, but we stand out because of the hard-working humans behind the tech. We can’t take care of our clients without taking care of our employees first, and that’s why we invest in you with a competitive benefits package which includes:

• Medical, Dental and Vision Insurance 
• 401k with company match
• Restricted Stock Units
• Paid vacation, 11 company holidays, sick time, and volunteer time off 
• Employee Resource Groups for Diversity and Inclusion, Women, LGBTQIA+, and other communities
• Monthly cell phone and internet stipend
• Tuition reimbursement for up to 2k per calendar year to assist with classes of your choice

Compensation:

• Our base pay range starts at $18 -$22/hr for this role
• Please note the salary range listed is just one component of a competitive compensation package which includes a company stock plan
• Offers will be reflective of the candidate’s location and experience.

SpotOn is an equal employment opportunity employer. Qualified candidates are considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, military or veteran status, disability, or any other characteristic protected by applicable law.

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