Job Description
Toast is driven by building a restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love.
Customer Care Advisors (CCAs) are pivotal stakeholders in responding to and resolving escalated account issues, such as credits and billing inquiries, to meet customer needs. As a CCA, you will be a part of the Toast Account Operations (TAcO) campaign, and assist customers with Toast contracts and billing-related inquiries, offering support for modifications, credits, and account adjustments.
About this roll* (Responsibilities)
- Overseeing customer inquiries related to subscriptions, service agreements, and accounts via email and Salesforce tickets
- Carefully investigating inquiries concerning contracts, billing charges, or fees
- Being responsible for case assignment and supervision
- Providing clear and courteous information with a helpful and understanding approach to customer requests
- Proactively addressing customer credit requests and making necessary account revisions to enhance satisfaction with Toast POS
- Collaborating closely with various teams and departments to ensure an exceptional customer experience
- Demonstrates an understanding of the characteristics of fraud cases and effectively takes the required measures to resolve them.
- Dedicated to ongoing improvement through active involvement in initiatives to enhance customer programs and experiences
Do you have the right ingredients?* (Requirements)
- 3+ years of customer service experience, working with customer billing inquiries and account management
- SaaS background preferred
- Experience in using Salesforce
- Strong abilities in teamwork, communication, and collaboration for effective interaction with colleagues and customers
- Easily adapting to a dynamic, fast-paced setting
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