Customer Support Representative

Los Angeles, CA, United States

**About Ordermark**

Ordermarks mission is to become a trusted partner to restaurants everywhere, offering products and services that help restaurants adapt to changing consumer trends and technology. We pride ourselves in building a team of world-class thinkers and innovators to revolutionize the restaurant industry, empowering our customers to tap into new markets.

Ordermark helps restaurants and virtual kitchens aggregate mobile orders across all the major online ordering service providers into a single dashboard and printer. Powered by Ordermark's leading restaurant technology platform, Nextbite serves the fast-growing food on-demand revolution by empowering existing restaurants everywhere to serve more customers and earn more revenue. Nextbite, creates delivery-only restaurant concepts with high-quality, chef-inspired menus available through delivery apps. This combined offering helps restaurants increase efficiency and grow profits, creating successful food service across the country.

By joining Ordermark you will have a front row seat to the rapidly changing restaurant landscape and the explosive online ordering industry.

*Ordermark has implemented a **COVID-19 vaccine policy** that all staff will be required to follow (with or without reasonable accommodations) in order to perform any in-person job functions or attend any in-person team events. If you have any questions on this policy, we will connect you with the appropriate People Ops team member for answers as we engage in the interview process.

**About the role**

We're looking for a **Customer Support Representative** to provide outstanding service to our clients by answering questions, handling complaints, and troubleshooting problems with our products and services.

HOURS: Regular, 8-hr workday, with overtime potential. Must have the ability to work weekends and holidays as required. We are looking for candidates who are flexible and can work anywhere between the hours of 10 am and 10:30 pm.

**Please note, this role is remote until it is safe to return to our Culver City office.** **What impact you will have:**

- Support a valuable service that restaurants need, managing their online ordering businesses within the Ordermark platform.

- Handle a high volume of inbound and outbound calls and seek to create a positive experience for each caller.

- Use knowledge of company products, services, and policies to assist callers with inquiries, complaints, or problems.

- Use Active Listening skills to understand the reason for their call, address all questions or complaints, and provide an accurate and efficient response.

- Research accounts and open/closed cases to confirm or clarify information and defuse angry clients as needed while ensuring they feel supported and valued.

- Understand and strive to meet or exceed performance metrics while providing excellent, consistent customer service.

- Make sales or recommendations for products or services that may better suit client needs.

**What you bring to the role:**

- At least 2 years of customer support experience; preferably in a call center environment and familiarity with troubleshooting technical issues

- Experience supporting clients via phone, e-mail, chat, and/or in person

- Startup experience a huge plus

- Ability to use all forms of communication including email, phone, texting, and LiveChat

- Familiarity with online restaurant ordering

- Bonus points for Salesforce, Aircall, Zendesk or restaurant, and/or fulfillment experience

- Passion for customer service and ownership of the client experience including comprehensive issue resolution

- You thrive on a team where expertise is shared and radical candor is welcomed

**What we offer:**

- Excellent growth opportunity and stock options for every full-time employee!

- Medical, dental and vision (90% covered by Ordermark; 50% for dependents) - eligible immediately

- Flexible PTO and paid company holidays

- $60 monthly reimbursement for online-ordered meals!

- 401k - eligible immediately

- Working for a company with awesome people and an exciting growth opportunity. We pride ourselves in having a team that promotes diversity, inclusion, leadership, mindfulness, high initiative, energy and passion.

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Ordermark participated in Techstars, Boulder in Spring 2018, and has raised $150 million. We are headquartered in Los Angeles, and are looking to significantly grow our team while continuing to reach restaurants and consumers across the country.

Our team is made up of people from diverse backgrounds, collaborating daily across time zones. We believe cross-pollination is one of the best ways to foster community and new ideas. For that reason we encourage people from all backgrounds to apply to any of our positions.

Thank you for your interest in Ordermark - were reviewing impressive candidates every day, and will do our best to reach out to you as quickly as possible! **Perks and Benefits**

Health & Wellness Dental Insurance Vision Insurance Health Insurance Life Insurance Paid Time Off PTO / Vacation Policy Paid Holidays Maternity / Paternity Leave Financial Benefits 401K / Retirement Plan Employee Stock Purchase Plan Office Perks Free Food Work From Home Policy Company Social Outings Pet-Friendly Unique Office Space