Remote Customer Solutions Specialist

Job Summary

Shift: Monday through Friday 9:30 AM – 6 PM ET or local time zone equivalent. Flexibility to work an occasional weekend day (a few times per year) may be required, with advance notice provided. A weekday off would be provided within the same workweek.

60-Day Training Period: Monday through Friday, 9:00 AM–5:30 PM ET or local time zone equivalent. During this time, our full-time Training team will support you as you learn the role.

Help Businesses Keep Moving

At WebstaurantStore, Customer Solutions is more than just a call center.

Our mission is to empower people to run their businesses more profitably and efficiently. Whether they’re running restaurants, schools, or healthcare facilities, they rely on us as a trusted distributor to support their success.

As a Customer Solutions Specialist, you won’t be expected to follow a script. You’ll have the opportunity to individually support our customers and their unique needs via phone, live chat, and email. We trust our specialists to solve problems creatively and deliver a great experience for every customer who trusts us as their supplier.

Remote Work Qualifications

• Access to a reliable and secure high-speed internet connection. 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.
• 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 (wired connection is preferred, if possible).
• 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).

We only accept W-2 candidates, H-1B sponsorship is not available.

Responsibilities

A typical day in Customer Solutions looks like:

• 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 day via chat or video call
• Maintaining awareness of success throughout a variety of metrics focused on customer experience, quality, and culture.

Why Customer Solutions?

You will be supported from Day 1. You’ll start with a 60-day onboarding program designed to help you learn our systems, products, customers, and approach to problem-solving. From there, you will continue building skills through hands-on experience, quality feedback, leader support, and collaboration with teammates.

As you grow your skills and expertise in Customer Solutions, you may have opportunities to expand your responsibilities, contribute beyond your day-to-day work, and prepare for future roles across WebstaurantStore and Clark Associates. We look for people who are curious, coachable, collaborative, and motivated to keep learning and improve the experience for customers and teammates.

Physical Requirements

• 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.

Qualifications

Experience

• 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

Education

This role does not require a degree. We value relevant skills and experience and alignment with our core values above all else.

Desired Traits & Skills

• 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

This role may not be the right fit if you are looking for a call center role with scripted work, simple transactions, or where most issues have a clear policy in place. Our team often works in the gray, using the context of each customer’s situation to find the best path forward.

What we Have to Offer:

• Starting pay of $25.70/hour, with the 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.

Hiring Process

A successful application will have the following:

• A writing sample that shows us how you think critically through complex situations
• A resume that is catered to the Remote Customer Solutions Specialist position

If selected to interview, we will reach out via email. Our interview process has three parts:

• A phone interview with a phone interview specialist
• A video interview with two Team Leaders
• A final video interview with a Team Leader and a Manager