Customer Service Representative - Providing Premier Dining Experiences for Pancheros Mexican Grill Guests Remotely from Coralville, IA

Join the Pancheros Mexican Grill Team as a Customer Service Representative

Pancheros Mexican Grill is a pioneering fast-casual burrito chain that has been serving up fresh-pressed tortillas and creating the perfect bite for guests across 12 states. With almost 70 restaurants and a growing presence, we're committed to delivering exceptional dining experiences that leave a lasting impression. As a Customer Service Representative, you'll play a vital role in ensuring our guests receive personalized support and care, turning their problems into opportunities to create new fans of our brand.

About the Role

We're seeking a highly skilled and empathetic Customer Service Representative to join our Marketing team, working remotely from Coralville, IA. As a part-time, remote position with varying hours (10-20 hours a week), this role offers the flexibility to work from home while maintaining a strong connection with our guests and internal teams. You'll be the primary liaison between our guests and the company, providing helpful information, answering questions, and resolving complaints in a timely and professional manner.

Key Responsibilities & Duties

• Guest Support: Act as the primary point of contact for guests, providing helpful information, answering questions, and responding to complaints regarding their experience.


• Problem Resolution: Help guests using the proper protocol, which includes accessing their Pancheros loyalty account, issuing order refunds, or connecting them with a member of our operations leadership team.


• Data Entry: Accurately enter verbal and written guest information into Freshdesk, ensuring seamless communication and issue resolution.


• Process Improvement: Continuously work to improve the efficiency and outcome of the guest experience, identifying opportunities for growth and enhancement.


• Digital Restaurant Operations: Assist with digital restaurant operations, such as online menu updates and delivery and online ordering systems management.


• Communication: Speak comfortably and confidently with customers about matters relating to guest support, and take calls from restaurant managers to update online menus and monitor online ordering platforms.


• Trend Analysis: Record and report trends, patterns of problems, and guest feedback for suggestions, driving continuous improvement and growth.

Requirements & Qualifications

Essential Qualifications:

• Effective Multi-Tasker: Ability to work well with internal departments and employees located outside of the Iowa Support Center.


• Technical Skills: Good working knowledge of G Suite and the ability to learn new platforms specific to the job description.


• Communication Skills: Excellent written and verbal communication skills, with the ability to empathize with guests and provide personalized support.


• Growth Mindset: Desire to grow and learn within the company, with a passion for delivering exceptional guest experiences.

Preferred Qualifications:

• Customer Service Experience: 1 year of experience as a Customer Service Representative.


• Education: High school or equivalent.

What We Offer

Compensation & Benefits:

• Competitive Pay: Earn $16.00 per hour, with opportunities for growth and advancement.


• Comprehensive Training: Receive thorough training to ensure success in your role and ongoing support from our team.


• Remote Work: Enjoy the flexibility of working from home, with occasional requirements to come into our Support Center for meetings or social events.


• Growth Opportunities: Opportunities to grow within the company, with a clear path for advancement and professional development.

Work Environment & Culture

At Pancheros Mexican Grill, we're committed to creating a positive and supportive work environment that fosters growth, learning, and fun. Our company culture is built on the principles of:

• Guest Obsession: We're passionate about delivering exceptional guest experiences that leave a lasting impression.


• Teamwork: We believe in the power of teamwork and collaboration, working together to achieve common goals.


• Innovation: We're always looking for new and innovative ways to improve our processes, products, and services.


• Fun: We believe that work should be enjoyable and fun, with opportunities for socialization and team-building.

Why Join Our Team?

As a Customer Service Representative at Pancheros Mexican Grill, you'll have the opportunity to make a real difference in the lives of our guests, providing personalized support and care that turns their problems into opportunities. With a competitive salary, comprehensive training, and opportunities for growth and advancement, this role offers a unique chance to join a dynamic and growing company that's passionate about delivering exceptional guest experiences.

How to Apply

If you're a motivated and empathetic individual with a passion for delivering exceptional guest experiences, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you and discuss how you can join our team!

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