Job Description: Grubhub for Campus is looking to add to our Customer Experience Team! This team is a part of the broader Customer Care organization and focuses on assisting campus and closed-ecosystem diners. Successful team members enjoy learning new technology and processes, can think quickly and take action in complex scenarios, and collaborate well with diverse stakeholders. We need people with a knack for solving tough problems while delivering exceptional customer service. Job Responsibilities: Able to easily perform walkthroughs with customers for questions in the app, including troubleshooting technical issues. Collaborate with other campus teams as when resolving issues and determine issue severity for other teams. Recommend opportunities to drive process improvements that will positively impact the diner or campus’ experience. Support pilot initiatives and contribute to overall design improvements through project reviews, feedback to teams. Handle a high volume of customer contacts from students and university dining teams, specifically regarding payments and account issues. Demonstrated experience and confidence in applying policy to resolution of issues. Ownership of issues to resolution including timely follow-up with the customer. Navigate complex tier 2 and 3 issues involving fraud, issues adding university card, hotel room change failures or hospital payroll deductions Provide feedback for Tier 1 teams for missed process opportunities to increase first contact performance. Respond to complex issue escalation from the tier 1 team and work with Techops and Engineering as necessary to resolve the issue. Ability to handle feedback and requests from campus officials and have a strong grasp of prioritized client needs. Job Requirements: Strong computer skills Support pilot initiatives and contribute to overall design improvements through project reviews, feedback to teams. Experience with customer service and support software, especially in ticket-based environments, such as Zendesk and JIRA a plus. for other teams. High School Diploma or GED required Ability to multi-task duties as well as the ability to understand multiple products and different policies for reach. Expertise problem solving skills – identifying root causes, customer needs and providing solutions quickly and efficiently in real time Ownership of issues to resolution including timely follow-up with the customer. Serve as a SME (Subject Matter Expert for all Customer-facing processes). Recommend opportunities to drive process improvements that will positively impact the diner or campus’ experience. 2+ years of customer service experience Previous Escalation, Tier 2/3 Team Experience Strong verbal and written communication skills; ability to communicate clearly, appropriately and professionally to clients/internal audiences at all levels Job Details: Company: Grubhub Vacancy Type: Full Time Job Location: Colorado Springs, CO, US Application Deadline: N/A Apply Here vacancyoptions.com
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