Do you have experience supporting OpenTable customers? If so, we have an exciting opportunity to work remotely (in a temporary position) as a Customer Support Representative. This engagement is for 6 months with the possibility of transitioning to a full-time position (including relocation to Denver, CO). Spanish, French, and German bilingual positions are also available.

The most important thing you can bring to this role is a passion for helping people. Your goal is NOT to get the customer off the phone as fast as possible (unless that's what the customer wants). We expect you to go out of your way to not only fix the problem, but have the customer finish the conversation with a smile and confidence in OpenTable. You will become our best marketing tool, and will help foster a prosperous relationship with both our restaurants and diners.

The right people for this role:

• REQUIRED: Previous experience with OpenTable products and support
• Start each day with energy and enthusiasm (even if it takes a few cups of coffee to get there)
• Enjoy being customer advocates
• You know what's right for our customers and our company, and will lobby to ensure both needs are met - even if it means digging deep to find creative solutions
• Love to solve problems
• You're the one your family and friends call when their electronics are acting up, or when they need help getting new devices set up

• Would never lie to our customers just to make them happy
• You value your integrity, and respect the trust our customers place in OpenTable's products and brand.

• Enjoy the flexibility and challenges that come with a script free environment
• Using your experience and personality to provide excellent service is a source of pride and accomplishment for you.
• Are self-motivated
• Downtime means you get to learn something new, or find a better way to do something, rather than just sitting around
• Thrive on the opportunity to continually grow and improve
• You are not only receptive to feedback, but you actively seek it, and look for ways to implement it
• Have an interest (or background) in the restaurant or hospitality industry
• It's certainly not mandatory, but we do appreciate any relevant experience

Role Description:

Reporting to the Customer Support Supervisors, our Customer Support Representatives will be responsible for providing support to restaurants and diners, answering complex questions on function and usage of products via telephone, email and/or Internet. S/he will be the primary contact for our customers in North America and the secondary contact for OpenTable customers worldwide with the goal of providing outstanding service. (How cool that you might get to talk to someone in Australia, mate!)

Requirements:

Previous experience with OpenTable support is a MUST for this role. Schedules will either consist of five 8 hour shifts or four 10 hours shifts per week. Shifts will begin no earlier than 6:00 AM MT and end no later than 12:00 AM MT, 7 days a week. During peak times/seasons, we may request that you work some overtime, but we'll always plan ahead to accommodate schedules as best we can. If a regularly scheduled working day falls on a holiday, you may also be required to work. You will be expected to furnish a dedicated, safe, and secure work environment; a laptop and headset will be provided. Work space needs to be free of background noise during scheduled shifts. This position is available both in the United States and Canada.

Responsibilities:

• Answer customer and employee calls, emails, community posts (and any future form of contact we may come up with) using your brain, not a script.
• Provide outstanding service
• Know your limitations and when you should escalate
• Own the resolution to the problem; don't leave the customer hanging
• Accurately and efficiently log all contacts in our CRM (Salesforce)

Experience:

• The following are required aspects of your current or previous work on the OpenTable program:

• Minimum of one year OpenTable support experience
• Excellent attendance
• Excellent Quality Assurance Scores
• Excellent Customer Satisfaction Scores
• A proven ability to accept and implement coaching/feedback
• Excellent interpersonal skills, with a bias towards customer service
• Strong communication skills: active listening, writing/typing, informal communication
• Speaking, Reading and Writing in English is required (Spanish, French, or German fluency will be accessed for all bilingual positions)
• Restaurant/ Hospitality experience (or even just being a "foodie") is a plus
• Working knowledge of current Microsoft Windows operating systems
• Knowledge of iOS and Apple Hardware
• Working knowledge of networking protocols (TCP/IP), networking infrastructure, switching and routing is a plus, but not required
• Experience with the use of OpenTable Support tools like Salesforce, CHARM, ROMS, etc.

Relocation Eligible

No

New or Replacement Position

New

Department Code

32

Exempt / Non-Exempt

Non-Exempt

HR Business Partner

Erin Wier

Immigration sponsorship eligible?

No

Expected start date

02/20/2017

Grade

1

Primary Recruiter

[email protected]

Office or Field

Office

Hiring Manger Title

Director Customer Support, North America