Toast is hiring a
Associate Customer Care Advisor

Summary

Join our team as an Associate Customer Care Advisor and play a pivotal role in responding to and resolving escalated account issues, such as credits and billing inquiries, to meet customer needs. As a CCA, you will be part of the Toast Account Operations campaign, assisting customers with Toast contracts and billing-related inquiries, offering support for modifications, credits, and account adjustments.

Requirements

• 2-3.5 years of customer service experience, working with customer billing inquiries and account management
• SaaS background preferred
• Experience in using Salesforce
• Strong abilities in teamwork, communication, and collaboration for effective interaction with colleagues and customers
• Easily adapting to a dynamic, fast-paced setting
• Detail obsessed and a willingness to handle various tasks while ensuring efficiency

Responsibilities

• Overseeing customer inquiries related to subscriptions, service agreements, and accounts via email and Salesforce tickets
• Carefully investigating inquiries concerning contracts, billing charges, or fees
• Providing clear and courteous information with a helpful and understanding approach to customer requests
• Proactively addressing customer credit requests and making necessary account revisions to enhance satisfaction with Toast POS
• Collaborating closely with various teams and departments to ensure an exceptional customer experience
• Demonstrates an understanding of the characteristics of fraud cases and effectively takes the required measures to resolve them
• Dedicated to ongoing improvement through active involvement in initiatives to enhance customer programs and experiences