Client Experience Analyst, Statements and Billing - Chicago

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 Chicago, IL

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

Experience working in a restaurant or with restaurant clients

Must have excellent verbal and written communication skills to appropriately manage both internal and external partner relationships

Fluency in Spanish or other languages a bonus! (Written and spoken)

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.