Remote Customer Experience Agent - $20/hr

We’d love to have you at our table–join us in reimagining home dining!

About The Role

We’re looking for detail-oriented and service driven Customer Experience Agents to join our Customer Experience team! The CX team works on the front lines with our customers to spread our passion for a better at home dining experience. Your day to day responsibilities will consist of communicating with our customers on multiple channels including phone, conversational messaging and email to provide an above and beyond hospitality experience. We are a proactive customer facing business looking to build a best-in-class team whose passion to serve our customer is a top priority.

Role Details

• Pay Rate: $20/hour
• Availability: General open availability is required, including nights and weekends. Full-time team members work a set schedule of four 10-hour shifts per week (4 days on, 3 days off).
• Training Schedule: The first three weeks of training being Monday - Thursday from 11:00AM – 10PM CT/ 12:00PM – 11:00PM ET.
• This position is remote for candidates in Florida, New Jersey, New York, North Pennsylvania, and Texas
  
  

Responsibilities

• Deliver exceptional, real-time service to customers primarily over phone and conversational messaging (SMS + Apple Business Chat), as well as some email
• Resolve issues in a personalized, timely matter in line with department SOPs
• Become an expert on Wonder restaurants and ordering platforms, and stay up to date on relevant changes in a fast-paced environment
• Learn our backend tools and systems inside and out, suggesting improvements to make process + products more efficient
• Report on customer trends and feedback
• Strive to meet and exceed individual and team performance goals
  
  

Qualifications

• High school diploma or equivalent
• 1+ years of experience in customer-facing or client-focused roles such as in hospitality, restaurants, retail, education, tech support, eCommerce, or other customer service or customer success roles
• 6+ months of experience using computers, help desk software, and online tools to manage information across platforms, including support via email, chat, and telephone services. Experience with Zendesk or other help desk software a plus.
• Extremely organized with strong attention to detail
• Able to think outside the box and solve problems creatively
• Adept at asking probing questions and walking customers through basic troubleshooting to identify and resolve issues
• Technologically savvy and proficient in navigating multiple tabs and windows.
• Energized and motivated by a fast-growing business that is constantly evolving
• Strong written and verbal skills
• Empathetic with an ability to adapt your communication style to your audience
• You have appropriate remote work set-up - such as quiet space, and stable internet connection
• Driven by providing quality customer service and motivated by helping others
• Passionate about our mission of changing the way people eat
  
  

Requirements

• Must be 18 years old and legally authorized to work in the US
• Open availability required, including nights and weekends
• Must be equipped with a suitable remote work setup, including a quiet space and stable internet connection
• You are required to have your camera on during trainings and team meeting to ensure active participation and collaboration with the team.
• This list of qualifications and requirements also reflects the qualifications and requirements used as vetting criteria for our AEDT (Automated Employment Decision Tool)
  
  

Benefits

• Medical, Dental, and Vision Insurance
• 100% employer-paid Life Insurance
• 401K Retirement Plan
• Employer match for Health Savings Account (HSA)
• 1.5x Pay rate on company holidays
• Learning and Development opportunities to advance your career
• Employee Stock
• Employee Discount
  
  

Note: Some of our benefits vary by state and depend on the number of hours you work.

About Us

Imagine: 30 unique restaurants to order from, brought to your door in under 30 minutes. That’s what our customers experience.

At Wonder, we want to make world-class food within reach, no matter where you live. That’s why we’ve created a vertically integrated, new standard of dining that will allow you to enjoy menus from award-winning chefs and iconic restaurants across the country, all in one place. Our elevated brick + mortar locations will offer pick up and dine in options, as well as delivery to your home.

As a food-tech startup backed by top-tier venture capitalists and led by a team of experienced entrepreneurs—including some of the most accomplished leaders in the technology, culinary, and logistics industries—we’re growing. Join us in pioneering a new category of dining called “Fast-Fine”, and revolutionizing the way people eat.

An AEDT (Automated Employment Decision Tool) Is Employed In The Assessment Of Applicants For The Positions Being Recruited For In Order To Gauge The Following Pertinent Qualifications Or Traits:

• The candidate’s ability to perform the tasks in the available job role.
• The candidate's self-rated skill proficiency.
• The candidate’s fit for this job posting.
  
  

More information about the type, source, and retention policy relating to data collected for the AEDT can be found on the privacy policy here. We retain your personal information for as long as is necessary to manage your application for and employment with the Company and in accordance with our data retention schedule. We may retain your personal information for longer if it is necessary to comply with our legal or reporting obligations (for example, if we are required to retain your data to comply with applicable laws), resolve disputes, enforce our legal agreements and policies, address other legitimate business needs, or as permitted or required by applicable law. We may also retain your personal information in a deidentified or aggregated form so that it can no longer be associated with you. To determine the appropriate retention period for your personal information, we consider various factors such as the amount, nature, and sensitivity of your information; the potential risk of unauthorized access, use or disclosure; the purposes for which we collect or process your personal information; and applicable legal requirements. Personal information does not include certain categories of information, such as publicly available information from government records, personal information you make available to the public, and deidentified or aggregated information.

A final note

At Wonder we believe that in order to build the best team, we must hire using an objective lens. We are committed to fair hiring practices where we hire people for their potential and advocate for diversity, equity, and inclusion. As such, we do not discriminate or make decisions based on your race, color, religion, gender identity or expression, sexual orientation, national origin, age, military service eligibility, veteran status, marital status, disability, or any other protected class. If you have a disability, please let us know how we can make your interview process work best for you.