[Remote] Customer Support Representative

Note: The job is a remote job and is open to candidates in USA. My Hot Lunchbox is a service and software company that provides school and camp lunch programs. The Customer Support Representative assists customers and vendors, resolves inquiries and complaints, supports account managers and operational teams, and improves support workflows.

Responsibilities

• Maintaining a positive, empathetic, and professional attitude toward our internal and external customers at all times
• Responding promptly to customer inquiries
• Communicating with customers through various channels
• Acknowledging and resolving customer complaints
• Knowing the My Hot Lunchbox business and services inside and out so that you can assist customers and answer questions
• Keeping records of customer interactions, transactions, comments, and complaints
• Escalating issues as necessary and working with Account Managers to support customers
• Following communication procedures, guidelines, and policies
• During slower seasons, assisting other departments with customer and vendor-related support tasks as needed to ensure overall company efficiency and service continuity
• Ensuring customer satisfaction and providing professional customer support
• Consistently achieving target goals or higher on key performance metrics, such as the Customer Satisfaction (CSAT) score
• Leading improvement projects or initiatives related to the HubSpot platform
• Leveraging AI tools and technology to streamline workflows and reduce repetitive tasks, enhancing overall efficiency in support operations

Skills

• Are you empathetic, patient, and focused on finding a solution for the customer?
• Do you enjoy variety and a fast-paced work environment?
• Are you a problem-solver and passionate about building relationships?
• Customer-centric. You put the customer first, always. Your goal is to provide a positive experience and build long-term relationships. You anticipate and understand the customer's needs
• Personable. You're an energetic, outgoing, and upbeat person who works collaboratively with the team. You're approachable and respectable to both team members and customers
• Professional. You remain calm and level-headed in stressful situations. You have high emotional intelligence and are understanding, confident, and compassionate
• Associate degree or equivalent
• 2+ years of call center experience or equivalent
• 2+ years of experience with ticketing systems, ideally HubSpot
• Excellent customer service, listening, and relationship-building skills
• Strong interpersonal, organizational, and administrative skills, and the ability to communicate with others effectively
• Experience with demanding customers and strong conflict resolution skills
• Experience providing first-line support for vendor inquiries, calls, and service tickets
• Demonstrated ability to independently resolve routine vendor issues and determine when escalation is needed
• Experience coordinating alternative lunch solutions and supporting the resolution of escalated delivery issues
• Familiarity with vendor processes and operating system functionality, with the ability to learn and apply systems and processes quickly
• Willingness and ability to flex into Vendor Team execution during peak periods, including confirmations, menu management, and related operational support

Benefits

• Performance-based incentives
• Bonus opportunities for exceeding performance goals
• Comprehensive health, dental, and vision insurance
• Retirement savings plan with company match
• Flexible work hours and remote work options
• Professional development opportunities
• Vibrant company culture centered around our core values
• PTO
• 10 holidays
• 1 floating holiday
• 3% 401k Safe Harbor Non-Elective (after 6 months)
• Company-paid health insurance, vision, and dental (immediate)

Company Overview