Employee Cloud - Customer Care Advisor

Toast

Now, more than ever, the Toast team is committed to our customers. We’re taking steps to help restaurants navigate these unprecedented times with technology, resources, and community. Our focus is on building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love. And because our technology is purpose-built for restaurants, by restaurant people, restaurants can trust that we’ll deliver on their needs for today while investing in experiences that will power their restaurant of the future. 

Customer Care Advisor engages directly with Level 1 customers to drive retention and satisfaction with measured success based upon (1) productivity KPIs, (2) revenue expansion, and (3) overall retention goals. Customer Care Advisor respond to and address account issues, such as upsells/downsells, credits, and contract cancellations. These issues are escalated by Customer Care Specialists. The employee is able to apply principles and methodologies, such as empathy, good judgment, and a consultative approach, to escalated customer care interactions. As a pivotal stakeholder, Advisors partner with other EC teams, Restaurant Success Program Managers, Sales, Services, Product, and Finance to meet all customer needs.

About this roll

● Communicate effectively to de-escalate customers and minimize Payroll cancellation rate and increase customer satisfaction.

● Identify and negotiate upsell opportunities and prevent downsell situations, ensuring customers are fully adopting the appropriate suite of Toast tools.

● Process customer credits and Out of Business (OOB) churns.
 
● Support the business by recommending process improvements to advance Level-1 customer programs.
 
● Collaborate and actively participate with internal team members in meetings and 1:1 training to ensure we are all working together to provide a great customer experience.
 
● Update and maintain records in our customer database (Salesforce).

Do you have the right ingredients*

● 2+ years working in an account management role providing account solutions
 
● Strong leadership, teamwork, communication, and collaboration skills
 
● Strong verbal/written communication skills
 
● Ability to perform in a fast-paced environment and is flexible with ambiguous and
dynamic situations
 
● Payroll and/or Restaurant experience and/or tenure at Toast is a strong plus

*Bread puns encouraged but not required

Job ID: 8147

Posted 27 days ago

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