Customer Care Associate

Potbelly Corporate•Chicago, IL

21h•Remote

About The Position

The Customer Care Associate role is a full-time, permanent position reporting to the Manager, Customer Care & Reputation. This role is critical to ensuring the satisfaction of Potbelly's customers, so that they are delighted and continue to return to the brand for their sandwich occasions. The Customer Care Associate will be responsible for responding to and resolving daily customer issues that are submitted via various online channels. This role will also require providing a summary of customer contact data to help the team better understand customer satisfaction levels overall and for various brand initiatives. The position will work closely with the Director, Consumer Insights & Innovation, cross-functional team members, and field team members, helping to address any needs and resolve issues that are under the responsibility of the Customer Care function. Potbelly looks for creative, innovative and results oriented individuals who thrive in a fast-paced environment. Our Customer Care professionals need to demonstrate strong attention to detail and a customer first mindset. Our marketers are team players, comfortable with ambiguity and passionate about delivering results. Strong communication skills, both written and oral, are paramount for the position.

Requirements

Must have the ability to work a full-time work week schedule Monday-Friday from 8am-5pm CT. Schedule could change based on needs of the business.
Ability to travel as needed, a few times throughout year for in-person meetings, training etc.
Ability to finely manipulate and key in data.
Ability to work effectively and efficiently both independently and collaboratively.
Must be able to engage in problem-solving skills to help identify and solve potential customer issues.
Must be able to communicate heavily through text, telephone, e-mail, instant messaging, video conferencing, and in-person communications.
Must be able to work in a team environment, remaining professional and having a highly coachable mindset to deliver an incredible customer experience.
2+ years of experience providing customer care support across multiple contact channels (e.g. email, CRM, online reviews, phone) in a corporate restaurant or corporate retail environment, with a focus on issue resolution and customer satisfaction.
Demonstrated ability to work with online dashboards and tools to respond to customer issues.
Customer first mindset and passion for the brand.
Demonstrated creative and analytical thinking.
Proficiency in communications to resolve issues.
Proficiency in MS Outlook, Word and Excel are required.
High attention to detail and timely, independent follow-through.
Ability to handle confidential and sensitive information.

Responsibilities

Lead and behave according to the Potbelly Values and uphold the Potbelly Way.
Respond to all Customer contacts in a timely manner and ensure satisfactory resolution while adhering to Potbelly’s standards, policies and procedures.
Communicate with customers through email, phone, social media or other digital channels utilized by the Customer Care Team.
Assist Customers with Gift Card and Perk Club issues.
Assist preparing reports on a weekly, period and quarterly basis.
Support the organization’s Customer Care function with a high level of professionalism, empathy, attention to detail and clear communication.
Always have a customer first mindset by ensuring customer issues are resolved in a kind, helpful, and professional manner.
Be passionate about the Potbelly brand and making sure all customers want to return.
Work closely with Potbelly team members and establish effective working relationships.
Other tasks, as required.