Customer Support Agent

Burgerville • Vancouver, WA

4d

About The Position

The Customer Support Agent helps Burgerville guests and restaurant teams by responding to inquiries, resolving common issues, processing routine service requests, and providing empathetic, professional support. The role uses email, web forms, helpdesk tickets, and phone support, along with multiple customer support systems and digital platforms.

The agent maintains organized support records, prioritizes requests, documents interactions and resolutions, and follows up on open or escalated cases. The role also tracks guest feedback, identifies recurring issues, helps maintain support documentation, and suggests improvements to processes and guest communications.

Requirements

• Thoughtful listening and clear communication skills.
• Comfort navigating technology and multiple digital platforms.
• Ability to manage multiple requests while staying organized and attentive to detail.
• Enjoyment of helping people and turning frustrating situations into positive experiences.
• Ability to work independently.

Responsibilities

• Provide friendly, accurate, and timely support to guests and restaurant teams.
• Respond to inquiries through email, web forms, helpdesk tickets, and phone support.
• Investigate and resolve common issues involving digital ordering, loyalty, restaurant experiences, and general inquiries.
• Process refunds and other routine service requests according to established guidelines.
• Handle concerns with empathy, patience, and a solutions-focused approach.
• Escalate complex or sensitive issues to appropriate teams with clear context and documentation.
• Monitor incoming requests and prioritize responses based on urgency and established service expectations.
• Use multiple customer support systems and digital platforms to investigate and resolve issues.
• Accurately document guest interactions, actions taken, and resolutions in appropriate systems.
• Follow up on open or escalated requests to support timely resolution and communication.
• Manage multiple conversations and requests while maintaining accuracy and attention to detail.
• Track, organize, and report guest feedback to help teams understand common questions, concerns, and opportunities.
• Identify recurring issues or trends and share observations with appropriate team members.
• Help maintain and update standard responses, knowledge base articles, and support documentation.
• Suggest improvements to support processes and guest communications based on common requests and feedback.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed