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Client Experience Analyst

3 months ago

Chicago, United States SpotOn: Corporate Full time

At SpotOn, we're helping restaurants and small businesses compete and win with flexible payment and software technology-backed by real people who really care. From seamless point-of-sale systems to integrated restaurant management solutions, every SpotOn tool is designed to help local businesses increase profits and create better experiences for their customers and employees.

Recently, SpotOn was:

  • Named one of Fast Company's Most Innovative Companies of 2024
  • Awarded Great Places to Work and Built In's Best Workplaces for the third year in a row
  • Selected as the Best Overall Restaurant POS by NerdWallet
  • Rated the top-rated point-of-sale (POS) for restaurants, bars, retail, and small businesses by Capterra users
We're committed to caring hard and moving fast so that we can continue to grow and make a positive impact together.

That's where you come in.

We are looking for a reliable and client-focused Client Experience Analyst to join our Field Operations team. Client Experience Analysts will be responsible for handling client inquiries and resolving complaints through various communication channels such as phone, email, and/or chat. SpotOn requires a high level of professionalism and the ability to demonstrate excellent communication skills to ensure a positive client experience. This will be a hybrid position located in our Chicago office.

Responsibilities:
  • Respond promptly to client inquiries through multiple communication channels, including, but not limited to:phone, email, and/or chat, in a courteous and professional manner
  • Provide accurate and effective solutions to clients, account executives, & other team member issues, complaints, and inquiries
  • Document ALL client interactions and transactions accurately in the database system (backlog & inbox management)
  • Meet or exceed performance goals, including customer satisfaction, call resolution, and quality assurance metrics
  • Attend in person coaching sessions, complete training lesson content, successfully pass exams, and document acknowledgment of completion.
  • Maintain and upkeep knowledge of SpotOn products, services, and policies
  • Other duties as assigned by the supervisor or manager
Qualifications:

Research shows that women and members of underrepresented groups tend to apply to roles only when they check every box on a job description. We encourage you to apply if you meet the majority of qualifications and if this role is aligned with your career trajectory.
  • 1+ years of experience working in a call center, customer service environment, IT support or related field
  • Previous restaurant experience and/or IT background is required
  • Must have excellent verbal and written communication skills to appropriately manage both internal and external partner relationships
  • Fluency in Vietnamese (written and spoken) is required
  • Experience with conflict resolution management techniques
  • Familiar with internal software applications such as CRM's, Salesforce, and Talkdesk
  • Able to create long lasting bonds with clients and colleagues.
  • Minimum High school diploma or GED
  • Some college or technical school is preferred
  • Strong problem-solving and critical thinking skills
  • Excellent soft skills and diplomacy to effectively de-escalate quickly
  • Ability to work under pressure and handle multiple tasks simultaneously
Benefits:

At SpotOn, we put people above everything else. We're known for our innovative software and technology solutions, but we stand out because of the hard-working humans behind the tech. We can't take care of our clients without taking care of our employees first, and that's why we invest in you with a competitive benefits package which includes:
  • Medical, Dental and Vision Insurance
  • 401k with company match
  • RSUs
  • Paid vacation, 10 company holidays, sick time, and volunteer time off
  • Employee Resource Groups to build community and inclusion at work
  • Monthly cell phone and internet stipend
  • Tuition reimbursement for up to $2,000 per calendar year to assist with your professional development
Compensation:
  • Our base pay range starts at $20 -$24/hr for this role
  • Please note the salary range listed is just one component of a competitive compensation package which includes a company stock plan
  • Offers will be reflective of the candidate's location and experience.


SpotOn is an equal employment opportunity employer. Qualified candidates are considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, military or veteran status, disability, or any other characteristic protected by applicable law.

SpotOn is an e-verify company.