Hospitality Representative (Remote)

Job Responsibilities : Hospitality Representative (Remote)

Salary : $41600 per year

Company : Shake Shack

Location : Remote US

Here at Shake Shack we take care of each other first and foremost so that we can make raves for our guests community suppliers and investors. After all teamwork makes the dream work. We work our buns off but we play hard too with a Team Appreciation Day unlimited meal discounts volunteer opportunities and so much more. If you’re looking for a deeply fulfilling financially rewarding and really fun career you’re in the right place.

Hospitality Representative (REMOTE)

The Hospitality Representative will deliver best-in-class hospitality to guests that engage with Shake Shack through online channels social media or review sites via email text chat and voice as well as support our Shacks by handling follow-ups about incidents that happen at our locations. They will support the growth and evolution of the guest experience by documenting the types of inquiries we receive and spotting trends.

Key Responsibilities

Act as the first point of contact for guests that reach out to Shake Shack via email text chat or phone and ensure each guest receives timely personalized and relevant responses as well as amicable resolutions to their inquires or complaints.

Encourage social channel engagement by monitoring channels and interacting with guests.

Ensure complaints and suggestions are documented and reported to various Shake Shack departments by accurately updating guest records within our CRM

Coordinate with other departments to ensure guests concerns are being handled appropriately.

Skills Knowledge & Experience

Experience working with CRM platforms such as Desk Salesforce Service Cloud and Gladly

1+ year of professional customer support experience in food hospitality and/or lifestyle brand

Excellent verbal and written communication skills

Full availability including weekends and PM shifts

Ability to take an innovative and creative approach to problem solving

Passion for the brand

Experience working remotely

Benefits include:

Medical Dental and Vision Insurance

Transit Discount Program

401K Plan with Company Match

Paid Time Off Program

Flexible Spending Accounts

Employee Dining Program

Referral Bonus

Online Training Program

Career Development

Corporate Fitness Discount Programs

Choice of Global Cash Card or Direct Deposit

In order to be eligible to work in our NYC Home Office you must be able to provide proof of full COVID-19 vaccination upon hire. Accommodations due to disability or religious reasons will be evaluated in compliance with the law.

About Us

Beginning as a hot dog cart in New York City’s Madison Square Park Shake Shack was created by Danny Meyer Founder and CEO of Union Square Hospitality Group and best-selling author of Setting the Table . Shack Fans lined up daily making the cart a resounding success and donating all proceeds back to the park beautification efforts. A permanent stand was eventually built…and the rest is Shack history! With our roots in fine dining and giving back to the community we are committed to high quality food served with a high level of hospitality. Our team members enjoy a positive work environment that is deeply committed to the philosophy that we Stand for Something Good.

We are expanding across the U.S. and around the world! Join our #ShackFam

Shake Shack is an Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race color ancestry national origin religion creed age (over 40) disability (mental and physical) sex gender identity sexual orientation gender expression medical condition genetic information marital military and veteran status.

Our company will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable laws.

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