Customer Service Specialist

Summary

Join 86 Repairs as a Customer Service Specialist (CSS) and become part of a dedicated team providing exceptional support to restaurant clients. You will leverage your food service experience to troubleshoot equipment repairs, communicate effectively with customers and vendors, and resolve technical and non-technical issues. This in-person role requires strong problem-solving, communication, and organizational skills, along with experience in customer-facing roles and helpdesk software. The position offers a competitive salary, comprehensive benefits, and opportunities for professional growth within a dynamic and supportive environment. You will be responsible for managing the customer experience from start to finish, ensuring customer satisfaction and delight. The role requires flexibility to work various shifts, including evenings and weekends.

Requirements

• 3+ years of experience in customer facing roles (e.g. restaurant, hospitality, and/or service vendor)
• At least 1-year of restaurant experience (can be FOH or BOH)
• Practical experience with helpdesk software and cloud-based telephony systems like Twilio
• Strong organizational skills with the ability to juggle competing priorities
• Strong analytical and problem solving skills
• Superb written and verbal customer handling skills
• High attention to detail
• Deadline driven
• Ability to work successfully within a fast-paced, time sensitive environment
• Strong technical skills (Google Suite, Excel)
• Personal accountability and the ability to self-manage
• Outside-the-box thinker
• Flexibility to work scheduled shifts during afternoons, evenings, weekends, and some holidays (candidates without this flexibility will not be considered)

Responsibilities

• Promptly respond to customer requests by phone, text message, email, chat, slack, and portal
• Communicate with customers and vendors to identify the root cause of an issue
• Troubleshoot equipment repairs with customers in real time
• Solve complex problems, both technical and non-technical in nature
• Coordinate service visits and repairs to ensure optimal customer uptime
• Utilize data insights and service history to provide consultative feedback to customers
• Resolve time sensitive tasks in an expeditious manner
• Follow processes and procedures in order to ensure complete, accurate, and timely records in all relevant systems and profiles
• Take pride in delivering high quality service and written documentation
• Grow relationships with our customers and vendors
• Ensure customer and vendor satisfaction and provide world-class support
• Champion the voice of the customer in collaboration with other 86 teams
• Manage a seamless customer experience from end-to-end, ensuring our service request execution delights every customer

Preferred Qualifications

Spanish language proficiency is a plus

Benefits

• Company-provided equipment (computer; monitor; tools)
• Competitive base salary in line with the Chicago market. The starting annual compensation for this role is $55,000 - $60,000
• Benefits package (separate from base salary) totals ~$10K, including up to $800 monthly for health, dental, vision, disability, and life insurance plans
• Flex spending account for family and child care
• Employee assistance programs
• 401(k) plan with up to 3% matching
• Unlimited PTO, following an introductory 90-day work period, with generous paid parental and sick leave policy
• Regular fun team-building events both virtually and IRL
• Plus our “Check Please” dining benefit, where the company pays for you to eat at our customers’ restaurants!