Customer Solutions Specialist - Hybrid

Summary

WebstaurantStore is a trusted distributor that supports restaurants, schools, healthcare facilities, and other businesses in operating more profitably and efficiently. The Customer Solutions Specialist provides personalized support through phone, live chat, and email, investigates complex customer situations, makes informed resolution decisions, and collaborates with internal teams to deliver a strong customer experience.

Responsibilities

• Communicating with empathy and confidence through phone, live chat and email in a fast-paced remote environment even during challenging situations
• Investigating complex customer situations by connecting information across multiple systems, order history, previous interactions and resources to understand the full picture before determining the best path forward
• Using sound judgment to make decisions about credits, refunds, replacements, reshipments, returns, and other customer resolutions while balancing customer experience, company guidelines, and business impacts
• Solving problems where the answer isn’t always obvious. You’ll navigate situations that require critical thinking, curiosity, and creativity rather than relying on scripts or standard procedures
• Partnering with internal teams when solving the issue requires additional information, expertise, or coordination
• Continuous learning through regular feedback, coaching and collaboration opportunities
• Adapting to our efforts to continuously improve our systems, the customer experience, and department workflows
• Connecting with teammates throughout each dayvia chat or video call
• Maintaining awareness of success throughout a variety of metrics focused on customer experience, quality, and culture
• Work is performed while sitting/standing and interfacing with a personal computer
• Requires the ability to communicate effectively using speech, vision, and hearing
• Requires the regular use of hands for simple grasping and fine manipulations
• Requires occasional bending, squatting, crawling, climbing, and reaching
• Requires the ability to occasionally lift, carry, push, or pull medium weights, up to 50lbs

Skills

• Access to a reliable and secure high-speed internet connection
• Access to a home router and modem
• A dedicated home office space that is noise- and distraction-free
• The space should have strong wireless connection or a wired Ethernet connection
• A valid, physical address (apartment, suite, etc.). PO Boxes are not supported, as a physical address is required for you to receive your computer equipment
• The desire and ability to work and communicate with other team members via chat, webcam, etc
• Legal residents of one of the following states: (AK, AL, AR, AZ, CT, DE, FL, GA, IA, ID, IN, KS, KY, LA, MD, ME, MI, MN, MO, MS, MT, NC, ND, NE, NH, NM, NV, OH, OK, PA, SC, SD, TN, TX, UT, VA, VT, WI, WV, and WY)
• Strong verbal and written communication skills, with conversational fluency in English
• Experience using Office 365, Windows systems, internet-based tools, and multiple software platforms
• 40 Words Per Minute (WPM) typing speed required
• Reliable high-speed internet of at least 75mbps download/10mbps upload required
• This role does not require a degree
• You enjoy making decisions
• You are energized by solving complex situations
• You stay calm under pressure
• You ask great questions and get curious
• You can balance empathy with good judgment
• You like owning problems and their solutions
• You take feedback seriously and use it to improve
• You notice opportunities to make things better and are willing to share ideas
• Work is performed while sitting/standing and interfacing with a personal computer
• Requires the ability to communicate effectively using speech, vision, and hearing
• Requires the regular use of hands for simple grasping and fine manipulations
• Requires occasional bending, squatting, crawling, climbing, and reaching
• Requires the ability to occasionally lift, carry, push, or pull medium weights, up to 50lbs
• Cable or fiber internet connections (at least 75mbps download/10mbps upload) are preferred, as satellite connections often cannot support the technologies used to perform day-to-day tasks
• Wired connection is preferred, if possible

Qualifications

Must Haves

• Access to a reliable and secure high-speed internet connection
• Access to a home router and modem
• A dedicated home office space that is noise- and distraction-free
• The space should have strong wireless connection or a wired Ethernet connection
• A valid, physical address (apartment, suite, etc.). PO Boxes are not supported, as a physical address is required for you to receive your computer equipment
• The desire and ability to work and communicate with other team members via chat, webcam, etc
• Legal residents of one of the following states: (AK, AL, AR, AZ, CT, DE, FL, GA, IA, ID, IN, KS, KY, LA, MD, ME, MI, MN, MO, MS, MT, NC, ND, NE, NH, NM, NV, OH, OK, PA, SC, SD, TN, TX, UT, VA, VT, WI, WV, and WY)
• Strong verbal and written communication skills, with conversational fluency in English
• Experience using Office 365, Windows systems, internet-based tools, and multiple software platforms
• 40 Words Per Minute (WPM) typing speed required
• Reliable high-speed internet of at least 75mbps download/10mbps upload required
• This role does not require a degree
• You enjoy making decisions
• You are energized by solving complex situations
• You stay calm under pressure
• You ask great questions and get curious
• You can balance empathy with good judgment
• You like owning problems and their solutions
• You take feedback seriously and use it to improve
• You notice opportunities to make things better and are willing to share ideas
• Work is performed while sitting/standing and interfacing with a personal computer
• Requires the ability to communicate effectively using speech, vision, and hearing
• Requires the regular use of hands for simple grasping and fine manipulations
• Requires occasional bending, squatting, crawling, climbing, and reaching
• Requires the ability to occasionally lift, carry, push, or pull medium weights, up to 50lbs

Nice to Haves

• Cable or fiber internet connections (at least 75mbps download/10mbps upload) are preferred, as satellite connections often cannot support the technologies used to perform day-to-day tasks
• wired connection is preferred, if possible

Benefits

• Opportunity to earn a semiannual performance-based incentive
• Remote, full-time role with virtual team support and collaboration
• Structured training, dedicated support, mentorship, and career development opportunities
• Paid holidays and 160 hours of PTO for full-time employees
• Medical, dental, and vision insurance options
• Life insurance, disability coverage, accident insurance, critical illness coverage, HSA/DCRA options, and pet insurance
• 401(k) plan with company match, plus student loan match alternative contribution for eligible employees
• Paid parental leave, paid maternity leave, dependent care options, adoption assistance, and a daycare partner discount through Learning Care that offers eligible employees 10% off tuition as well as other benefits
• Employee Assistance Program, wellness incentives, and gym reimbursement
• Employee discounts through WebstaurantStore and The Restaurant Store
• Long-term recognition through Clark’s Anniversary Time Program for eligible milestone anniversaries
• A company that gives back through the Clark Associates Charitable Foundation and employee-supported community initiatives