Customer Support Representative

As a Customer Support Representative at Owner.com, your primary responsibilities will involve responding to a high volume of inbound phone calls, emails, and chats from our restaurant clients and their guests. You'll be a crucial part of ensuring excellent service by resolving queries quickly and accurately, logging interactions in Salesforce, and collaborating with your team via Slack. Your success will be measured by the customer satisfaction levels that you help maintain, so bringing a dedicated and positive attitude is key.

To be considered for the Customer Support Representative role at Owner.com, you should have previous customer-facing support experience, particularly in a software environment. Fluency in both Spanish and English, with strong communication skills in both languages, is essential. Additionally, you should have a designated work area at home, be familiar with telephony systems like Talkdesk, and possess the ability to thrive in a fast-paced environment.

Yes! The Customer Support Representative position at Owner.com is fully remote, which allows you to work from anywhere in Mexico. However, we have a preference for candidates near Mexico City to facilitate occasional team gatherings and collaboration when necessary. This flexibility ensures you can create a conducive work environment that suits your needs!

As a Customer Support Representative, you will be required to work an evening shift that spans from 11 AM to 8 PM PST. This schedule includes weekends as well, which plays a vital role in our support operations as restaurant owners often need assistance outside normal hours. Ensure you’re ready to roll up your sleeves during those busy times!

In your role as a Customer Support Representative at Owner.com, you will primarily use Salesforce to log all activities and interactions with customers. Familiarity with telephony systems like Talkdesk or RingDNA is also important, as you'll be handling numerous inbound/outbound communications daily. This means you'll be equipped with the right tools to help you deliver exceptional service to our clients.

In high-stress situations, I prioritize staying calm and focused. I remind myself that the customer’s emotions are valid, and I actively listen to their concerns without interruption. I maintain a composed demeanor and work to understand the issue fully before providing a solution. This approach helps defuse tension and shows the customer that I genuinely care about resolving their problem.

Certainly! In my previous role, I often would follow up with customers after resolving their issues to ensure everything was satisfactory. In one case, a customer faced ongoing technical problems—a persistent issue that took several attempts to fix. I took the initiative to create a dedicated follow-up schedule, updating them regularly and making sure they had the resources they needed. This effort not only resolved the issue but left the customer feeling valued and appreciated.

To manage my time effectively, I prioritize tasks based on urgency and impact. I use a combination of a task list and time-blocking techniques to allocate dedicated slots for handling calls, emails, and administrative tasks. Additionally, I set specific goals for each day to keep myself focused on important activities, ensuring that I meet or exceed KPIs while maintaining quality service.

Clear communication starts with active listening. I make it a point to paraphrase the customer’s concerns to confirm understanding. While providing solutions, I break down information into simple, digestible steps and ask if they would like me to clarify anything. Following up with written instructions after the call helps ensure they have something to refer back to, promoting clarity and confidence in the resolution.

I believe that empathy is the most critical quality for a Customer Support Representative. Understanding and relating to a customer’s feelings allows us to provide personalized support that truly addresses their needs. It helps build strong relationships and trust, making customers more likely to share their challenges openly, which ultimately aids in quicker and more effective resolution.

When learning new software tools, I adopt a hands-on approach. I dedicate time to familiarize myself with the interface and functionalities through tutorials and practice runs. I also seek out knowledge-sharing opportunities from team members and online resources. By actively engaging in learning, I enhance my proficiency and confidence in using the tool, which ultimately benefits my performance.

If faced with a question I don’t know the answer to, I remain honest while assuring the customer that I will find out. I take notes and present their query to my supervisor or the relevant department, ensuring that I get back to them promptly with accurate information. This strategy shows the customer that I value their inquiry and am dedicated to providing the best service.

I am excited about working as a Customer Support Representative at Owner.com because this role aligns perfectly with my passion for helping local businesses succeed. The mission to empower restaurant owners resonates with me deeply, and I believe my bilingual skills would allow me to make a meaningful impact. Joining a fast-growing company with a strong vision provides the opportunity to contribute to something greater.

In my previous role, I encountered a customer who was experiencing significant frustration regarding their order processing system during a peak time. Recognizing the urgency, I worked extra hours to troubleshoot their issues and personally followed up until everything was resolved. I also provided them with tips on optimizing their system for future efficiency. This helped not only resolve their immediate issue but also build a lasting relationship with the customer.

Staying motivated in a fast-paced work environment comes down to setting clear personal goals and celebrating small wins. I keep a positive attitude and remind myself of the impact my work has on our customers. Additionally, I make sure to take brief breaks to recharge, allowing me to maintain focus and energy throughout the day.