Client Experience Specialist: Go Live Team

2 months ago

Hamtramck, 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 seek an experienced and client-focused Client Experience Specialist to join our Field Operations, Go Live support team. The successful candidate will handle multiple complex client inquiries and resolve client's issues through various communication channels such as phone, email, and chat. This role demands a deep knowledge of POS and Hardware implementation and/or troubleshooting, a high level of professionalism, and the ability to demonstrate superior communication skills to ensure an outstanding client experience.

The working hours for this role are Wednesday - Sunday: 8am - 4pm (ET) or 12pm - 8pm (ET).
Roles & Responsibilities:
  • Promptly address client inquiries through multiple communication channels, including phone, email, and chat, in a courteous and professional manner.
  • Deliver accurate and effective solutions to clients, hospitality specialists, and team members for issues, complaints, and inquiries.
  • Accurately document all client interactions and transactions in the database system, ensuring comprehensive backlog and 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 update knowledge of SpotOn products, services, and policies.
  • Perform other duties as assigned by the supervisor or manager.
Key Performance Indicators (KPIs):
  • Backlog & Inbox Management
  • First-Time Resolution
  • Quality Assurance
  • Additional Training Completion
  • Call Avoidance
  • Escalation Management
  • CSAT Detractors
Qualifications:
  • 3 plus years of experience in POS/hardware installation, support center environment, or related field, with a proven track record of successfully managing complex client interactions.
  • Familiarity with internal software applications such as CRM systems, Salesforce, and Talkdesk.
  • Excellent verbal and written communication skills to effectively manage both internal and external partner relationships.
  • Strong problem-solving and critical thinking skills, excellent soft skills and diplomacy to effectively de-escalate quickly, and the ability to work under pressure and handle multiple tasks simultaneously.
  • Expertise in conflict resolution management techniques.
  • Previous experience in the restaurant, banking, finance, payment, or customer service-related industries is highly desirable.
  • Demonstrated experience in a retention role with strong persuasive skills and a passion for meeting goals.
  • High school diploma or GED; some college or technical school is preferred.
  • English and fluency in Spanish is a bonus (written and spoken).


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.

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