Job Responsibilities

• Successful completion of the HotSchedules’ Implementation and Training process with clients including all aspects of the specific project details in NetSuite: reaching out to the client within the threshold, timely submission of Client Set-up case, Orientation meeting, QA calls, Best Practice calls, Scorecard subscriptions, and use of Email templates.
• Deliver excellent customer service via the telephone or by email including:
  • Building rapport and making the client feel comfortable in working with you
  • Inspiring lasting confidence in the solutions you are training and delivering
  • Being conscious of the client’s time and identify/escalate if they are ever frustrated
  • Following up when you say you will
  • Inputting complete and accurate notes in the internal systems including NetSuite
  • Effectively managing your time and the resources to make sure that you are delivering the highest value to clients

• Actively identify opportunities to introduce other HotSchedules services, increasing the revenue opportunity within each client’s business portfolio

• Communicate client requirements and schedules to internal staff in a timely and executable manner to promote optimum cost efficiency and a smooth deployment of HotSchedules

• Tracking and escalation of customer cases that come up during deployment

• Manage client transition to Customer Care team or dedicated Customer Success Manager once rollout of the specific product is complete

Qualifications:

• Proficient in Google Apps (Microsoft Office equivalent products, Word, Excel, PowerPoint)

• Customer Service experience required

• Restaurant industry experience is preferred

• Able to multitask on projects and tasks while working independently and efficiently to meet given deadlines

• Have the ability to promptly answer client related email, phone calls, and other electronic communications

• Be self-motivated, detail-oriented, and organized

• Excellent communication skills (oral & written)

• Typing proficiency: 40-60 wpm

• Must have a strong team attitude and be well spoken, outgoing, dependable, and flexible

We Are:

Well-known across the globe for bringing the restaurant, retail and hospitality industries to the Cloud with our pioneering web & mobile products, superior customer service – and the people who make this happen.

Our Values: Because they are important to us!

Service – We come from the service industry, and like you, we know that great service is the only thing that keeps customers coming back.

Creativity – Not sure how to get that project done? We don’t let “the way we’ve always done it” get our way. We value out of the box thinkers who have fresh ways to address challenges!

Family – When you’re here, you’re family. When it’s time to go home, we respect your work-life balance so you can be with your real family.

Fun – In between (and even during) all the hard work, we like to have a lot of fun! From inter-office video contests to fitness challenges, happy hours and Friday lunches, we keep it awesome.

Humility – Humility starts at the top and flows throughout. It’s about responsibility, acknowledging mistakes and never forgetting our humble beginnings.

Learn more about us, our story and how we became a part of the HotSchedules family of products and services. Visit the About Us page on HotSchedules.com

HotSchedules provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, HotSchedules complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.