Contact Center Associate

Whataburger•San Antonio, TX

5d•Hybrid

About The Position

The Contact Center Associate is the frontline connection between Whataburger restaurants and the support they need to operate effectively. The role resolves routine support requests, documents cases accurately, troubleshoots standard issues, and helps ensure restaurant teams receive timely, high-quality service. The associate works with leadership, cross-functional teams, and external partners, following established procedures and support standards while maintaining accountability for attendance, schedule adherence, and workload. This position is based at Whataburger’s San Antonio Home Office and is onsite Monday through Thursday, with remote flexibility on Fridays. It requires full-time availability, including non-standard hours when needed, and occasional extended hours based on business needs. Occasional travel to properties, project sites, and external meetings may be required. Candidates must live within commuting distance of the San Antonio Home Office.

Requirements

High school diploma, GED, or equivalent work experience.
Ability to consistently follow established processes and procedures.
Strong verbal and written communication skills.
Effective organization and documentation skills.
Ability to manage multiple tasks in a fast-paced environment.
Basic troubleshooting and problem-solving abilities.
Proficiency using computers, phone systems, and standard office tools.
Reliable attendance and schedule adherence.
Availability to work a full-time schedule, including non-standard hours when needed.
Must reside within commuting distance of the San Antonio Home Office.

Nice To Haves

Contact center, help desk, or customer service experience.
Experience supporting high-volume call or case environments.
Experience using ticketing or case management systems.
Knowledge of service-level expectations and customer support best practices.
Experience delivering first-contact resolution.
Experience supporting restaurant, retail, or hospitality operations.

Responsibilities

Receive, document, and resolve routine support requests.
Perform standard troubleshooting to restore service quickly.
Maintain accurate and complete case records.
Manage assigned work queues and meet service timelines.
Escalate issues with clear, thorough documentation.
Drive first-contact resolution whenever possible.
Communicate professionally across all interactions.
Follow established procedures and support standards.
Maintain accountability for attendance, adherence, and workload.
Support restaurant operations through timely issue resolution.

Benefits

Competitive weekly pay.
Bonus program with payout potential up to 2.5X based on company results.
5 weeks PTO.
Flex Weeks.
Paid corporate holidays.
Paid parental leave.
401(k) match of $1 for every $1 contributed, up to 4%.
Competitive medical, dental, and vision benefits.
Short-term and long-term disability benefits.
Career development and growth opportunities.
Scholarship program for eligible dependents and hardship grant assistance through the Whataburger Family Foundation.
Discounted meals for the employee and a guest.
Wireless service discounts.
Computer and software discounts.
Fitness and gym discounts.
Awards and recognition.
Retirement Celebration Program.