Contact & Command Center Associate
About The Position
As a Contact & Command Center Associate, you’ll serve as a critical connection point between our restaurants and support teams, helping ensure restaurant operations run smoothly every day. You’ll provide frontline support by receiving, documenting, troubleshooting, and resolving routine requests while delivering exceptional service to our Family Members. Through accurate case management, timely issue resolution, and professional communication, you’ll help restaurants stay focused on serving customers. In this role, you’ll Make a Difference by helping restaurants quickly overcome operational challenges, Serve with Heart by delivering responsive and caring support, Win as One by collaborating across teams to resolve issues efficiently, and Move Forward Boldly by embracing continuous learning and using established processes to drive consistent, high-quality outcomes.
Requirements
- High School Diploma, GED, or equivalent work experience
- Ability to follow standard operating procedures and established processes
- Strong verbal and written communication skills
- Excellent customer service and problem-solving abilities
- Strong attention to detail and documentation accuracy
- Ability to multitask in a fast-paced, high-volume environment
- Basic computer and technology proficiency
- Ability to work independently and within a team environment
- Reliable attendance and schedule adherence
Nice To Haves
- Experience in a contact center, help desk, service desk, or customer support environment
- Experience supporting restaurant operations, hospitality, or retail teams
- Experience using ticketing, case management, or customer support systems
- Familiarity with troubleshooting basic technology or operational issues
- Experience meeting service-level, productivity, or quality goals
- Bilingual communication skills (English/Spanish) preferred
- Ability to remain calm and effective in high-volume situations
Responsibilities
- Receive, document, and manage incoming support requests
- Resolve routine issues using established procedures and tools
- Troubleshoot operational and technology-related concerns
- Maintain accurate and complete case documentation
- Prioritize and manage work within assigned queues
- Drive first-contact resolution whenever possible
- Escalate complex issues with clear details and proper routing
- Communicate professionally across phone, email, and other support channels
- Monitor case progress and follow through to resolution
- Adhere to attendance, schedule, and performance expectations
Benefits
- Competitive Weekly Pay
- Bonus Program that scales up to 2.5X payout potential based on company results
- 5 weeks PTO
- Flex Weeks
- Paid Corporate Holidays
- Paid Parental Leave
- 401(k) match $1/$1 up to 4%
- Competitive Medical, Dental and Vision Benefits
- Short-term and Long-term Disability Benefits
- Opportunities for Career Development and Growth
- Whataburger Family Foundation - Scholarship Program (dependents eligible) and Hardship Grant Assistance
- Discounted Meals for You and a Guest
- Wireless Service Discounts
- Computer & Software Discounts
- Fitness / Gym Discounts
- Awards and recognition for all you do
- Retirement Celebration Program
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
