Position Title:
Customer Support Representative
Reports to: Customer Support Manager
Department: Customer Support Team
Who are We?
My Hot Lunchbox is a small but ambitious company set for substantial growth over the next five years. We are a service and software company that helps schools across the country offer daily lunches to their students and staff. We partner with restaurants within the school communities we serve. We are passionate about positively impacting the lives of families and school communities by providing a full-service lunch solution that saves time and money.
As we expand, we seek a
Customer Support Representative who shares our values and vision to join our leadership team.
What Do We Do?
My Hot Lunchbox is a quick and easy lunch solution that offers a variety of delicious meals, delivered right to schools and camps. We give parents a break from the monotony of packing lunch for their kids daily by partnering with popular restaurants students already know and love!
What Is Our Mission?
Offering high-quality lunches to students and staff, by building relationships with community partners through integrity and innovation.
How Do We Operate?
With Operational Excellence:
Efficient, streamlined, and effective internal processes. Reducing costs and waste while maintaining quality.
With Grit:
Do whatever is in your power to find a resolution - take ownership, be resourceful, and dig deep.
With Customer Obsession:
Be responsive, period.
The Ecosystem:
Recruit, train, develop, and retain talent, vendors, schools, and customers.
With Integrity:
Be our genuine selves to each other and our customers and partners.
With Execution:
Deliver the right food, quality, and quantity at the right time and location.
Who Are We Looking For?
Are you empathetic, patient, and focused on finding a solution for the customer? Do you enjoy variety and a fast-paced work environment? Are you a problem-solver and passionate about building relationships? If you answered yes to these questions, this position is for you!
Our ideal
Customer Support Representative is:
Customer-centric.
You put the customer first, always. Your goal is to provide a positive experience and build long-term relationships. You anticipate and understand the customer's needs.
Personable
. You’re an energetic, outgoing, and upbeat person who works collaboratively with the team. You’re approachable and respectable to both team members and customers.
Professional.
You remain calm and level-headed in stressful situations. You have high emotional intelligence and are understanding, confident, and compassionate.
What Will This Role Be Responsible For?
Our Customer Support Representative values customers’ needs, communication, relationships, and teamwork. The job responsibilities include:
Maintaining a positive, empathetic, and professional attitude toward our internal and external customers at all times.
Responding promptly to customer inquiries.
Communicating with customers through various channels.
Acknowledging and resolving customer complaints.
Knowing the My Hot Lunchbox business and services inside and out so that you can assist customers and answer questions.
Keeping records of customer interactions, transactions, comments, and complaints.
Escalating issues as necessary and working with Account Managers to support customers.
Following communication procedures, guidelines, and policies.
During slower seasons, assisting other departments with customer and vendor-related support tasks as needed to ensure overall company efficiency and service continuity.
Ensuring customer satisfaction and providing professional customer support.
Consistently achieving target goals or higher on key performance metrics, such as the Customer Satisfaction (CSAT) score.
Leading improvement projects or initiatives related to the HubSpot platform.
Leveraging AI tools and technology to streamline workflows and reduce repetitive tasks, enhancing overall efficiency in support operations.
Who is Qualified:
Associate degree or equivalent.
2+ years of call center experience or equivalent.
2+ years of experience with ticketing systems, ideally HubSpot.
Excellent customer service, listening, and relationship-building skills.
Strong interpersonal, organizational, and administrative skills, and the ability to communicate with others effectively.
Experience with demanding customers and strong conflict resolution skills.
Experience providing first-line support for vendor inquiries, calls, and service tickets
Demonstrated ability to independently resolve routine vendor issues and determine when escalation is needed.
Experience coordinating alternative lunch solutions and supporting the resolution of escalated delivery issues.
Familiarity with vendor processes and operating system functionality, with the ability to learn and apply systems and processes quickly.
Willingness and ability to flex into Vendor Team execution during peak periods, including confirmations, menu management, and related operational support.
What We Offer:
Competitive salary and performance-based incentives
Comprehensive health, dental, and vision insurance
Retirement savings plan with company match
Flexible work hours and remote work options
Professional development opportunities
Vibrant company culture centered around our core values
Compensation:
This is an hourly role with a range of $22-$25 per hour + bonus opportunities for exceeding performance goals. Operating hours: 7 am - 7 pm with overlapping 8 hour shifts.
PTO, 10 holidays, 1 floating holiday, 3% 401k Safe Harbor Non-Elective (after 6 months), company-paid health insurance, vision, and dental (immediate).
HOW TO APPLY
First, please take our Culture Index survey!
For us to better lead and manage the strengths of the team, we’re asking you to complete the following survey: https://go.cultureindex.com/p/ZC722Ifak6iUqe5Tho9X
There are no right or wrong answers.
Set aside 15 minutes with no interruptions to read and select all the words that apply to you for the given question.
For the best experience, take it on a computer, not a tablet or cell phone.
Second, please attach your resume to your CI Survey when prompted.
Please include references in your resume.
Share your annual salary expectations at the bottom of your resume.
Note: Applicants who do not complete their CI survey or attach their resumes will not be considered.
Thank you for your interest in our company!