Here at Shake Shack, we take care of each other first and foremost so that we can make raves for our guests, community, suppliers, and investors. After all, teamwork makes the dream work. We work our buns off, but we play hard too, with a Team Appreciation Day, unlimited meal discounts, volunteer opportunities, and so much more. If you''re looking for a deeply fulfilling, financially rewarding, and really fun career, you''re in the right place. 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 CRMCoordinate 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
Benefits include:- Medical, Dental, and Vision Insurance
- Transit Discount Program 401K Plan with Company MatchPaid Time Off Program
- Flexible Spending Accounts
- Employee Dining Program
- Referral BonusOnline Training Program
- Career Development
- Corporate Fitness Discount Programs
- Choice of Global Cash Card or Direct Deposit
In order to be eligible to work in our NYC Home Office, you must be able to provide proof of full COVID-19 vaccination upon hire. Accommodations due to disability or religious reasons will be evaluated in compliance with the law.
About Us:
Beginning as a hot dog cart in New York City''s Madison Square Park, Shake Shack was created by Danny Meyer, Founder and CEO of Union Square Hospitality Group and best-selling author of Setting the Table. Shack Fans lined up daily, making the cart a resounding success, and donating all proceeds back to the park beautification efforts. A permanent stand was eventually built...and the rest is Shack history! With our roots in fine dining and giving back to the community, we are committed to high quality food served with a high level of hospitality. Our team members enjoy a positive work environment that is deeply committed to the philosophy that we ''Stand for Something Good.''We are expanding across the U.S. and around the world! Join our ShackFam Shake Shack is an Equal Opportunity Employer All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, religion, creed, age (over 40), disability (mental and physical), sex, gender identity, sexual orientation, gender expression, medical condition, genetic information, marital, military and veteran status. Our company will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable laws.
