About The Opportunity
We're all about connecting hungry diners with our network of over 300,000 restaurants nationwide. Innovative technology, user-friendly platforms and streamlined delivery capabilities set us apart and make us an industry leader in the world of online food ordering. When you join our team, you become part of a community that works together to innovate, solve problems, grow, work hard and have a ton of fun in the process!
Why Work For Us
Grubhub is a place where authentically fun culture meets innovation and teamwork. We believe in empowering people and opening doors for new opportunities. If you're looking for a place that values strong relationships, embraces diverse ideas-all while having fun together-Grubhub is the place for you!
The Elite Care Team is responsible for providing white glove customer service to our Enterprise Partners. Team members must be Customer Obsessed and are required to resolve all issues and work closely with Restaurants and the Enterprise team to complete projects.
As a Sr. Elite Care Specialist, you are responsible for providing world class service to our Enterprise clients, caterers, restaurants, and your colleagues. In this role you will need to think quickly on your feet and tackle high volume complex challenges on this growing team. This role will serve as the contact point for escalated individual customer service questions. We need people with a knack for solving tough problems who will focus on delivering exceptional customer service in a timely and efficient way. Through it all, your ability to form a trusted bond, listen attentively, be innovative, provide individualized solutions, and satisfying the ever-changing needs will make you the critical touch point between Grubhub and our valued Enterprise Clients.
The Impact You Will Make

• Assume role as a process SME (Subject Matter Expert) for all Restaurant Care Customer facing processes and other Care team processes as needed.
• Respond to Enterprise and high-value customer issues accurately and professionally in a courteous and attentive manner
• Navigate more complex customer issues (analyze/identify the problem then provide the appropriate resolution) with the aim of first contact resolution - own the customer's issue through to completion
• Provide feedback for front-line teams in terms of coaching on missed process or missed opportunities to resolve the issue at the first contact
• A collaborator; be able to partner with business partners aligned to segmented customer base when resolving customer issues
• Coordinate with Care leadership on sensitive issues to be sure the customer is receiving the appropriate resolution
• Ownership of customer issues through to resolution including timely follow-up with the customer
• Provide training for restaurant facing order fulfillment and self-service tools to ensure successful on-boarding of new restaurants

What You Bring to the Table

• Minimum 6 months to 1 year, in a customer-focused role within Grubhub's Restaurant Care team.
• Overall 2-3 years experience in customer-focused roles (preferred)
• Ability to multi-task duties as well as the ability to understand multiple products and multiple levels of benefits within each product
• Be flexible to handle other assignments as may be required
• Ability to handle complaints and unhappy restaurants with ease - always exhibit a pleasant, patient and friendly attitude
• Demonstrate outstanding customer service skills to be able to root cause the issue and work to resolve customer issues in a timely and professional manner
• Strong communication skills - be able to communicate clearly and professionally, both verbally and in writing
• Possess a strong work ethic and team player mentality
• Highly developed sense of integrity and commitment to customer satisfaction
• Demonstrated passion for excellence with respect to treating (and caring) for customers
• Have fluency in internal systems (Compass, GFR, Care Tools) - this position will require responding to customers by phone and email
• Demonstrated ability in using computer and Windows PC applications, which includes strong keyboard and navigation skills and learning new computer programs
• Must successfully complete training for this role and demonstrate proficiency of the material learned
• Education: High School Diploma or Equivalency Required. Associate or Bachelor's degree Preferred

And Of Course, Perks!

• PTO . Grubhub employees enjoy a generous amount of time to recharge.
• Health and Wellness. Excellent medical benefits, employee network groups and paid parental leave are just a few of our programs to support your overall well-being.
• Competitive Pay. You'll receive a competitive base salary with eligibility for generous incentives, bonuses, commission or RSUs (role-specific).
• Learning and Career Growth. Your personal and professional development is a priority at Grubhub. We empower you to be a leader and grow your career through training, coaching and mentorship opportunities.
• MealPerks. Get meals on us! Our employees get a weekly Grubhub credit to enjoy and support local restaurants.
• Fun. Every Grubhub office has an employee-led Culture Crew that connects people through fun, meaningful events and initiatives like Wellness Wednesdays, Slack competitions and virtual happy hours!
• Social Impact. At Grubhub we believe in giving back through programs like the Grubhub Community Relief Fund and donating $1 million to the Equal Justice Initiative in 2020. Employees are also given paid time off each year to support the causes that are important to them.
• COVID-19 Response. All of our employees are currently working from home and will be for the foreseeable future. We look forward to seeing everyone in-office when it's safe to return.

Grubhub is an equal opportunity employer. We welcome diversity and encourage a workplace that is just as diverse as the customers we serve. We evaluate qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. If you're applying for a job in the U.S. and need a reasonable accommodation for any part of the employment process, please send an email to [email protected] and let us know the nature of your request and contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this email address.
CA Privacy Notice: If you are a resident of the State of California and would like a copy of our CA privacy notice, please email [email protected].