OpenTable is hiring a

Customer Support Representative - Email & Post Installation Coordinator

Denver, United States
Full-Time

$14.25/hr + Benefits + 4 weeks PTO

OpenTable is creating a brand new Customer Support team, and we’re looking for representatives to help manage email interaction with our customers as well as help manage product requests, cancellations and account changes (aka
Post Installation Coordinators). This is a very exciting opportunity to be on the ground floor of a brand new Denver-based OpenTable office.  This will NOT be your average call center!  We believe strongly in the importance of teamwork and collaboration.  We recognize hard work and success, and we strive to foster an environment of learning, development and FUN!


Members of this team will work in collaboration with our Restaurant Relations group to ensure that products sold to and cancelled by customers are processed, implemented and billed in a timely manner. There will also be some opportunities to work with our Diners, providing assistance in the use and function of our products as well. Strong attention to detail and a desire to delight both clients and cross-functional teams are essential qualities for this role.


Responsibilities:

  • Respond to requests from OpenTable Diners via email, social media, and other channels
  • Efficiently manage high-volume of inbound requests related to product additions, cancellations and account changes.
  • Work effectively with other departments to ensure customer needs are addressed while maintaining OpenTable policy guidelines.
  • Own the resolution to the problem; don’t leave the customer hanging.
  • Accurately and efficiently log all contacts in our CRM (Salesforce).

Requirements:

Schedules will consist of five 8 hour shifts. Shifts will begin no earlier than 6:00 AM and end no later than 12:00 AM, 7 days a week. During peak times/seasons, we may request that you work some overtime, but we’ll always plan ahead to accommodate schedules as best we can. If a regularly scheduled working day falls on a holiday, you may also be required to work, at an increased hourly rate. Refer to holiday schedule for Customer Support Center.


Experience:


  • Excellent interpersonal skills, with a bias towards customer service.
  • Strong communication skills: active listening, writing/typing, informal communications.
  • Ability to work with clients and across multiple departments to solve problems and achieve results.
  • Attention to detail and processes.
  • Proven ability to quickly assess situations, demonstrate resourcefulness, and solve problems in a timely manner.
  • Efficient organizational skills (e.g. time management, multi-tasking, to-do list management, scheduling, etc.).
  • Comfortable working independently under limited supervision in a fast moving, unstructured environment.
  • Sound analytical skills to make and support business decisions.
  • 1+  years’ experience providing customer support by email or chat, preferably in a software support environment
  • Proficient in the use of support desk or CRM tools like Salesforce, Communities, live chat
  • Speaking, Reading and Writing in English is required
  • Restaurant/ Hospitality experience (or even just being a “foodie”) is a plus

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