Customer Care Specialist, Guest

As a Customer Care Specialist at Toast, you will be the frontline support for guests using our TakeOut app. Your responsibilities will include addressing order and delivery inquiries, updating accounts, and guiding customers through our rewards and loyalty programs. You'll work to ensure all guest interactions are handled with a hospitality mindset, providing top-tier experiences while keeping up with the fast-paced environment of the restaurant industry.

To be considered for the Customer Care Specialist role at Toast, candidates should have at least one year of experience in customer service, showcasing a strong customer satisfaction focus. It's essential to demonstrate adaptability and proficiency in using technical tools, particularly mobile applications on both iOS and Android. Strong communication and organizational skills, coupled with the ability to work independently, will set you up for success in this role.

Yes, Toast offers a comprehensive two-week hybrid training program for new Customer Care Specialists, which will take place in our Omaha, NE office. This training is designed to equip you with the knowledge and skills needed to excel in your role. However, please note that no paid time off will be allowed during this training period, as it's crucial to absorb as much information as possible to thrive once on the job.

The work environment for a Customer Care Specialist at Toast in Omaha is collaborative, dynamic, and embraces a hybrid model. Post-training, you will be expected to work in the office two days a week, promoting teamwork and in-person collaboration, while also allowing flexibility. At Toast, we prioritize creating a culture that empowers our employees, ensuring you feel supported while delivering exceptional service to our guests.

At Toast, we believe in investing in our employees' growth. As a Customer Care Specialist, you will have access to regular professional development opportunities, including training sessions, knowledge base resources, and hands-on experience with our hardware and software. This commitment ensures that you remain well-equipped to assist guests effectively and advance your career with us.

In responding to this question, you should highlight your specific experiences in customer service. Discuss the settings in which you worked, the types of customers you served, and how you effectively managed challenges. Mention skills that align with the role at Toast, like problem-solving capabilities and empathy towards customers to show you're a good fit for enhancing guest experiences.

When asked this, describe your approach to difficult customer scenarios. Emphasize your ability to stay calm under pressure, listen actively, and show empathy. You might share a specific example of a challenging interaction you've had previously, discussing how you resolved it positively while adhering to company policies, which illustrates your problem-solving skills.

Research is key! Talk about Toast's mission to empower restaurants and your understanding of their innovative TakeOut app. You can mention specific features of the app or how it enhances the restaurant guest experience, demonstrating your interest in the role and showing your commitment to the company’s values.

When crafting your answer, explain your time management strategies. Discuss tools or methodologies you use, such as prioritizing tickets based on urgency or complexity. Sharing a past experience where you successfully handled a high volume of requests will also showcase your ability to remain effective in a fast-paced environment.

Focus on highlighting strong communication, problem-solving, and technical skills. Explain why these are important, particularly in the context of customer interactions. Emphasize the ability to learn new technology quickly and effectively, as Toast is a tech-driven company, and adapting to new software will be essential in this role.

In responding, talk about your commitment to understanding customer needs and providing tailored solutions. You can discuss how you would leverage your knowledge of Toast’s products to suggest relevant enhancements or additional features, thereby ensuring customers feel valued and heard, which aligns with the company’s service philosophy.

Use the STAR method (Situation, Task, Action, Result) to structure your response. Detail a specific situation where a customer was unhappy and walk through the steps you took to address their concerns. Conclude with the result of your actions, particularly how you ensured the customer left with a positive impression.

You could mention subscribing to relevant industry newsletters, participating in webinars, or following thought leaders in the customer service space. Discuss specific resources you utilize to stay informed, which illustrates your proactive nature and commitment to professional growth within the field.

Be honest about your motivations—whether it's the satisfaction of solving problems, helping others, or striving for excellent service. Share how these motivations translate into your work ethic and how they align with Toast's mission of providing superior guest experiences.

Confirm your willingness to work flexible hours as needed for the role, emphasizing your commitment to teamwork and customer service. Discuss how you prioritize work-life balance while remaining dedicated to meeting customer needs, which is crucial in the hospitality industry.