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 Chief Operating Officer 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? If you are a problem-solver and passionate about building relationships, this position might be 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 customer’s 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.

Who is Qualified: 

• Associate degree or equivalent.
• 2+ years of call center experience or equivalent.
• 2+ years of experience with ticketing systems, ideally Freshdesk.
• Excellent customer service, listening, and relationship building skills.
• Strong interpersonal, organizational, and administrative skills, and be able to communicate with others effectively.
• Experience with demanding customers and strong conflict resolution skills.

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