Play a pivotal role in supporting and nurturing relationships with restaurants within the SMB organization.
Manage an assigned book of business, with a focus on retention and engagement.
Serve as the key contact for restaurants, working to resolve issues, improve satisfaction, and drive long-term partnerships.
Prevent merchant attrition through communicating with merchants who want to cancel by solving their underlying issues and handling objections.
Management of paused accounts in your book of business - quickly resolving their issues and getting them back live for order taking.
Updating contracts, processing changes of ownership, and providing support with legal issues, such as fraud.
Help merchants attract new diners, increase orders, and improve service quality by providing merchants with marketing support and educating them on Grubhub's products.
Resolve inquiries quickly to develop trust and ultimately win loyalty with restaurant owners.
Resolve complex payment and tax inquiries and coordinate with the appropriate teams.
Ensure account integrity and accuracy by updating account information.
Effectively manage SLAs to meet turnaround time expectations while providing a great merchant experience.
Responsible for a round-robin queue, resolving partner issues, answering questions, and updating account information as needed.

Requirements

1-2 years of customer service experience.
Experience working with restaurant owners is a major plus.
Restaurant experience is also a plus!
Demonstrated ability in using computer and Windows PC applications, which includes strong keyboard and navigation skills and learning new computer programs.
Experience with Salesforce.com, Zendesk, or similar CRMs is a plus!
Strong verbal and written communication skills; ability to communicate clearly, appropriately, and professionally to clients/internal audiences.
Comfortable making outbound calls on the phone.
Expertise in problem-solving skills – identifying root causes, customer needs, and providing solutions quickly and efficiently in real-time.
Ability to multi-task duties as well as the ability to understand multiple products and multiple levels of benefits within each product.
Must successfully complete training for this role and demonstrate proficiency in the material learned.
Positive attitude, reliability with good attendance and punctuality, operational know-how, team spirit, and commitment to the job.
Be flexible while handling assignments and prioritize as needed by the business.
Passion and aptitude for working in a fast-paced and fast-growing environment.

Benefits

Competitive salary package including equity and 401K.
Multiple medical, dental, and vision plans to meet all of our employees' needs.
Many benefits and perks that are not listed.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer serviceproblem-solvingaccount managementcontract updatingpayment resolutiontax inquiry resolutionmarketing supportmulti-taskingcomputer applicationsWindows PC applications

Soft Skills

communicationrelationship managementtrust developmentflexibilityreliabilityteam spiritcommitmentpositive attitudepunctualityoperational know-how