About the Role
Hospitality Representative
Remote Usa
Full time
We Stand For Something Good
Our secret to leading the way in hospitality? We put our people first!
At Shake Shack, our mission is to Stand For Something Good in all that we do. You’ll learn lifelong skills and be empowered to make a positive impact—on our business, restaurants, and communities—all at one of the fastest-growing hospitality brands in the world. From our teams to our neighborhoods, we’re committed to always doing the right thing.
Our teams are the core of what we do and what we stand for—supporting them is part of our DNA. We’ll provide you with learning and growth opportunities to set you up for success in your career. Sharing ideas, having fun, and working collaboratively isn’t just preached, it’s how we do things every day.
This role requires open availability Monday-Sunday (8:30 am – 9:00 pm) on days, nights, and weekends- and 40 hours per week of availability.
Hospitality Representative
The Hospitality Representative will deliver best-in-class hospitality to guests that engage with Shake Shack through online channels, social media, or review sites via email, text, chat and voice, as well as support our Shacks by handling follow-ups about incidents that happen at our locations. They will support the growth and evolution of the guest experience by documenting the types of inquiries we receive and spotting trends.
Key Responsibilities
- Act as the first point of contact for guests that reach out to Shake Shack via email, text, chat, or phone, and ensure each guest receives timely, personalized, and relevant responses, as well as amicable resolutions to their inquires or complaints.
- Encourage social channel engagement by monitoring channels and interacting with guests.
- Ensure complaints and suggestions are documented and reported to various Shake Shack departments by accurately updating guest records within our CRM
- Coordinate with other departments to ensure guests concerns are being handled appropriately.
Skills, Knowledge, & Experience
- Experience working with CRM platforms such as Desk, Salesforce Service Cloud, and Gladly
- 1+ year of professional customer support experience in food, hospitality and/or lifestyle brand
- Excellent verbal and written communication skills
- Full availability, including weekends and PM shifts
- Ability to take an innovative and creative approach to problem solving
- Passion for the brand
- Experience working remotely