Customer Support Representative (Remote - Hawaii)

Company: OpenTable
Location: Honolulu
Posted on: August 6, 2022

Job Description:

With millions of diners, tens of thousands of restaurants, and 23+ years of experience, OpenTable, part of Booking Holdings, Inc. (NASDAQ: BKNG), is an industry leader with a unique insight into the world of hospitality. We champion restaurants, bars, wineries, and other venues around the world, helping them attract guests, manage capacity, improve operations and maximize revenue.Every employee at OpenTable has a tangible impact on what we do and how we do it. You'll also be part of a global network that includes OpenTable and KAYAK's portfolio of travel brands including Swoodoo, checkfelix, momondo, Cheapflights, Mundi and HotelsCombined.Hospitality is all about taking care of others, and it defines our culture. You'll work in a welcoming and inclusive environment, and get the benefits, flexibility, and support you need to succeed.OpenTable is growing quickly so come join us and participate in the excitement! The most important thing you can bring to this role is a real passion for helping people. While there is some technical nature to the role, if you have an interest in connecting to people and the skills for logical thinking, we can teach you the rest. If you come with some computer networking or technical knowledge, even better.The goal is not to get the customer off the phone as fast as possible (unless that's what the customer wants). We expect you to go out of your way to not only fix the problem, but have the customer finish the conversation with a smile and with restored faith in OpenTable. Our customer base is diverse so you'll need to be able to adapt to their various styles accordingly. You will become our best marketing tool, and will help foster a prosperous relationship with both customers!The right people for this role:

• Have an interest (or background) in the restaurant or hospitality industry
• It's certainly not mandatory, but we do appreciate any relevant experience
• Start every single day with energy and enthusiasm (even if it takes a few cups of coffee to get there)
• Ability to know what's right for the customers and our company, and will lobby to ensure both needs are met - even if it means digging deep to find creative solutions
• Love to tackle problems
• You're the one your family and friends call when their electronics are acting up, or when they need help getting new devices set up
• Would never lie to our clients just to make them happy
• Value your integrity, and respect the trust our customers place in OpenTable's products and brand.
• Enjoy the flexibility and challenges that come with a script free environment
• You use your experience and personality to provide excellent service
• Ambitious in your career
• Downtime means you get to learn something new, or find a better way to do something, rather than just sitting around
• Thrive on the opportunity to continually grow and improve
• You are not only receptive to feedback, but you actively seek it, and look for ways to implement itRole Description:Reporting to the Customer Support Supervisor, our Customer Support Representatives will be responsible for providing support to our customers, answering complex questions on function and usage of products via telephone, email and/or Internet. This person will be the primary contact for our large customer base in North America as well as for OpenTable customers worldwide with the goal of providing excellent service. (How cool that you might get to talk to someone in Australia?)Requirements:We celebrate a wide variety of shifts available in our 24 hour contact center. Shifts include early, late and hybrid shifts that are set up to best support our customers throughout the weekdays and weekends.During peak times/seasons, we may request that you work some overtime, but we'll always plan ahead to accommodate schedules as best we can. If a regularly scheduled working day falls on a holiday, you may also be required to work, at an increased hourly rate.Responsibilities
  • Answer customer and employee calls, emails, chats, community posts (and any future form of contact we may come up with)
  • Provide outstanding service
  • Know your limitations and when you should ask for assistance
  • Own the resolution to the problem; don't leave the customer hanging
  • Accurately and efficiently log all contacts in our CRM (Salesforce)Experience:
    • Excellent social skills, with a bias towards customer service
    • Strong communication skills: active listening, writing/typing, informal communication
    • Analytical and fast paced decision making highly preferred
    • Speaking, reading and writing in English is required
    • Restaurant/ hospitality experience (or even just being a "foodie") preferred
    • 1+ years' experience providing customer support, by phone, email, chat, preferably in a software support environment
    • Experience using current Microsoft Windows operating systems
    • Knowledge of iOS and Apple Hardware
    • Experience with the use of support desk tools like Salesforce, Communities, live chatBenefits
      • Generous paid vacation
      • Day off on your birthday
      • Company matched retirement plans
      • Health, dental and vision insurance plans
      • Flexible Spending Accounts
      • Headspace Subscription
      • Universal Paid Parental leaveDiversity, Equity, and InclusionOpenTable aspires to be a workplace that reflects the diverse communities we serve and a culture that is inclusive and welcoming. Hiring people with different backgrounds, experiences, perspectives, and ideas is critical to innovation and to how we deliver great experiences for our users and our partners. Representation matters.We ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform job responsibilities, and to receive other benefits and privileges of employment. Please contact us to request accommodation."Remote Work Allowed"#LI-BR1#LI-Remote

Keywords: OpenTable, Honolulu , Customer Support Representative (Remote - Hawaii), Other , Honolulu, Hawaii