Post-Live Services Coordinator
Toast Overview:
We are a rapidly growing company that’s revolutionizing the way the restaurant industry does business by pairing technology with an unrivaled commitment to customer success. We help restaurants streamline operations, increase revenue, and deliver amazing guest experiences through our platform that combines restaurant point of sale, guest-facing technology, and award-winning customer support. As a Toaster, you will be challenged to take on meaningful projects that will help shape the future of the company. Join us as we empower the restaurant community to delight guests, do what they love, and thrive.
Job Overview:
The Field Service Coordinator supports multiple organizations across Toast by fulfilling services requests for customers who have already gone live with Toast. These services may include, but are not limited to, on-site or remote installation/configuration, maintenance, repair, and training.
What you will do:
- Coordinate, monitor and improve fields service activities after a customer has gone live
- Contact customers to confirm field service visits
- Set and, at times, re-set expectations with the customer on the remediation process itself along with providing excellent customer service support
- Work with customers to understand scope of field service projects
- Ensure material is ordered and sent to job sites on time
- Occasionally act as sales lead for field service work to develop business
- Manage service delivery
- Direct and manage on-site/remote field service crews
- Work with field service crews to ensure all aspects of job are complete
- Ensure accurate records of all field service calls are maintained
- Review customer billings to ensure accuracy
Do you have the right ingredients?
- Minimum 2 years of experience in a customer support or scheduling role
- Technical service scheduling experience a plus
- Excellent customer service skills required
- Strong phone and listening skills
- Excellent follow up and problem solving skills
- Strong computer skills
- Ability to multi-task in a high-volume environment and is results oriented to deliver an outstanding customer experience
- Excellent written and verbal communication skills required
- Thrive in a team environment