Client Experience Analyst - Teamwork, Reserve and Integrations

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.

Client Experience Analyst- Teamwork, Reserve and Integrations

This will be a hybrid position located in Royal Oak, MI

($18-22/hr)

We are open 8am-8pm Monday-Sunday. Shifts will change, but analyst get a schedules two weeks ahead of time.

We are looking for a reliable and client-focused Support Agent to join our Integrations Field Operations team. Support Agents 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. Ideal candidates will have experience working with systems.

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

Present deeper product features to encourage product adoption

Perform detailed audits of data transfers to ensure accuracy, completeness, and compliance with organizational standards and regulatory requirements

Dissect complex problems and uncover the underlying issues driving client requests

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.

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

2 plus years of experience working in a call center, customer service environment, or related field

Fluency in Spanish is a bonus! (Written and spoken)

Familiar with internal software applications such as CRM's, Salesforce, Talkdesk

Integrations, Data Mapping, Online Ordering related experience is a plus

Any experience working in a retention role where a persuasive attitude, excellent customer relationship skills, and a passion for meeting goals was rewarded

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

1+ years of experience with restaurant operations a plus

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

Restricted Stock Units

Paid vacation, 11 company holidays, sick time, and volunteer time off

Employee Resource Groups for Diversity and Inclusion, Women, LGBTQIA+, and other communities

Monthly cell phone and internet stipend

Tuition reimbursement for up to 2k per calendar year to assist with classes of your choice

Compensation:

Our base pay range starts at $18 -$22/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.

#LI-Hybrid

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.