Client Experience Analyst Jobs

At SpotOn, we’re helping small businesses and restaurants compete and win with technology to better connect with their customers. Think marketing software, website development, e-commerce, reservations, online ordering, digital loyalty, review management, and both retail and restaurant point-of-sale (POS) solutions.

Recently, SpotOn Has

• Earned awards for Great Places to Work and Built In’s Best Places to Work
• Helped local businesses succeed with technology and support to battle through the labor shortage while also helping their employees earn more.
• Earned award for Inc’s Fastest Growing Company in 2023
• Rated the top-rated point-of-sale (POS) for Restaurants, Bars, Retail, and Small Business by Capterra users
• Raised $300M in Series F funding (valuing SpotOn at $3.6 Billion)

This year, we’re going even bigger—caring hard and moving fast down the path of high growth and positive impact.

That’s where you come in.

We are looking for a reliable and client-focused Client Experience Analyst to join our Field Operations team. Client Experience Analysts will be responsible for handling client inquiries and resolving complaints through various communication channels such as phone, email, and/or chat. SpotOn requires a high level of professionalism and the ability to demonstrate excellent communication skills to ensure a positive client experience.

Responsibilities

• Provide accurate and effective solutions to clients, account executives, & other team member issues, complaints, and inquiries
• Maintain and upkeep knowledge of SpotOn products, services, and policies
• Attend in person coaching sessions, complete training lesson content, successfully pass exams, and document acknowledgment of completion.
• Other duties as assigned by the supervisor or manager
• Meet or exceed performance goals, including customer satisfaction, call resolution, and quality assurance metrics
• Document ALL client interactions and transactions accurately in the database system (backlog & inbox management)
• Respond promptly to client inquiries through multiple communication channels, including, but not limited to:phone, email, and/or chat, in a courteous and professional manner

Qualifications

Research shows that women and members of underrepresented groups tend to apply to roles only when they check every box on a job description. We encourage you to apply if you meet the majority of qualifications and if this role is aligned with your career trajectory.

• Experience with conflict resolution management techniques
• Familiar with internal software applications such as CRM’s, Salesforce, and Talkdesk
• Excellent soft skills and diplomacy to effectively de-escalate quickly
• Minimum High school diploma or GED
• Must have excellent verbal and written communication skills to appropriately manage both internal and external partner relationships
• Fluency in Spanish or other languages a bonus! (Written and spoken)
• Able to create long lasting bonds with clients and colleagues.
• Ability to work under pressure and handle multiple tasks simultaneously
• Previous restaurant experience and/or IT background is required
• Strong problem-solving and critical thinking skills
• 1-3 years of experience working in a call center, customer service environment, IT support or related field
• Some college or technical school is preferred

Benefits

At SpotOn, we put people above everything else. We’re known for our innovative software and technology solutions, but we stand out because of the hard-working humans behind the tech. We can’t take care of our clients without taking care of our employees first, and that’s why we invest in you with a competitive benefits package which includes:

• Headspace membership for guided meditation and stress relieving tools through the Sequoia App*
• Unlimited access to virtual audio and visual workouts through the Sequoia App*
• Tuition reimbursement for up to 2k per calendar year to assist with classes of your choice
• Medical, Dental and Vision Insurance
• Subscription to Linkedin Learning to expand your knowledge on all kinds of fun topics
• Paid vacation, 11 company holidays, sick time, and volunteer time off
• Employee Resource Groups for Diversity and Inclusion, Women, LGBTQIA+, and other communities
• Monitor, Keyboard, and Mouse needed for your home office? We got you
• Restricted Stock Units
• For those enrolled in the Anthem plan
• Monthly cell phone and internet stipend
• 401k with company match

Compensation

• Please note the salary range listed is just one component of a competitive compensation package which includes a company stock plan
• Offers will be reflective of the candidate’s location and experience.
• Our base pay range starts at $18-$25/hour for this role

SpotOn is an equal employment opportunity employer. Qualified candidates are considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, military or veteran status, disability, or any other characteristic protected by applicable law.

SpotOn is an e-verify company.