Wonder is a company focused on enhancing restaurant success, and they are seeking an Associate Account Manager to support relationships with restaurants within the SMB organization. The role involves managing a book of business, focusing on retention and engagement, resolving issues, and providing marketing support to improve service quality and increase orders.
Responsibilities
- Prevent merchant attrition through communicating with merchants who want to cancel by solving their underlying issues and handling objections to keep them live on the platform
- Management of paused accounts in your book of business - quickly resolving their issues and getting them back live for order taking
- Updating contracts, processing changes of ownership, and providing support with legal issues, such as fraud
- Help merchants attract new diners, increase orders, and improve service quality by providing merchants with marketing support and educating them on Grubhub's products, including upselling marketing rates and utilizing perks/promotions
- Resolve inquiries quickly to develop trust and ultimately win loyalty with restaurant owners
- Resolve complex payment and tax inquiries and coordinate with the appropriate teams
- Ensure account integrity and accuracy by updating account information
- You will effectively manage SLAs to meet turnaround time expectations while providing a great merchant experience
- In addition to managing your book of business, you will also be responsible for a round-robin queue
- Your responsibilities here include resolving partner issues, answering questions, and updating account information as needed
Skills
- 1-2 years of customer service experience
- Experience working with restaurant owners is a major plus
- Demonstrated ability in using computer and Windows PC applications, which includes strong keyboard and navigation skills and learning new computer programs
- Strong verbal and written communication skills; ability to communicate clearly, appropriately, and professionally to clients/internal audiences
- Comfortable making outbound calls on the phone
- Expertise in problem-solving skills – identifying root causes, customer needs, and providing solutions quickly and efficiently in real-time
- Ability to multi-task duties as well as the ability to understand multiple products and multiple levels of benefits within each product
- Must successfully complete training for this role and demonstrate proficiency in the material learned
- Positive attitude, reliability with good attendance and punctuality, operational know-how, team spirit, and commitment to the job
- Be flexible while handling assignments and prioritize as needed by the business
- Passion and aptitude for working in a fast-paced and fast-growing environment
- Restaurant experience is also a plus!
- Experience with Salesforce.com, Zendesk, or similar CRMs is a plus!
Benefits
- Equity
- 401K
- Multiple medical, dental, and vision plans
Company Overview
Wonder is a food delivery startup that operates truck-based restaurants from which consumers can order food through a mobile app. It was founded in 2018, and is headquartered in New York, New York, USA, with a workforce of 201-500 employees. Its website is https://www.wonder.com.