Coordinator, Guest Care ezCater Specialist

Coordinator, Guest Care ezCater Specialist

Panera is looking to add enthusiastic work-from-home Guest Care Specialists to work out of our St. Louis Support Center or under a remote work-from-home setup. The specialist role provides key administrative support to a team of catering sales representatives that generate more than $18 million in annual sales revenue. This support includes both administrative functions as well as coordination with internal customers and business groups to ensure the sales representatives can focus on growing their business and assisting new and existing customers. This role provides administrative support while also responding to Guest Care email inquiries and answering a small volume of calls related to guests who need order placing assistance.

Duties & Responsibilities

The primary responsibilities of this job include, but are not limited to:

• Serves as the primary point of contact for coordinating follow-up actions with cafes or our third-party vendor, EzCater through chat, email, and phone
• Responsible for manually placing, confirming, modifying, or cancelling catering orders.
• Utilizing ezManage to monitor, track, and address order concerns, discrepancies, or questions ensuring prompt resolution
• Collaborate with café teams to verify order details, confirm modifications, or facilitate resolution of operational challenges
• Proactively communicate with café teams and ezCater representatives regarding catering orders, maintaining a high standard of professionalism and guest satisfaction
• Partner with ezCater support teams to streamline processes, resolve escalations, and ensure seamless order fulfillment
• Maintain detailed records of follow-up activities and outcomes in Salesforce to ensure accurate reporting and billing for our cafes
• Providing Panera Warmth and offering exceptional service (verbal or written) to all internal customers (café) and our Third-Party vendor (ezCater)
• Handle a limited number of inbound Guest Order Placing calls a day (approximately 5-10/day) to assist with guest order placing inquiries or assistance with placing an order
• Responding to approximately 1,000+ guest care email inquiries per month
• Research required information using available resources.
• Record details of comments, inquiries, complaints, and actions taken during the call or through email while talking with the guest.
• Identify and escalate priority issues and report to the next-level management.
• Striving to meet daily key performance indicators and adhering to a set schedule, including but not limited to guest satisfaction, quality assurance, average handle time, attendance, and schedule adherence. 
• Providing ezCater Catering Order support, from receiving catering inquiries, modifications, to finalizing orders. This includes accurately entering orders into the system, coordinating with the appropriate cafe for fulfillment and delivery, and ensuring all logistical details are properly communicated.

• Collaborates with necessary operation roles to prioritize customer experience and ensure order accuracy.
• Outreach on any of the above may require use of a phone, Teams, email, or chat.
• Can balance multiple tasks or phone calls simultaneously while maintaining a professional tone and demeanor during conversations.

·Understands all aspects of fulfilling catering orders and knows the menu thoroughly.

·Ensures meticulous attention to detail and organization in managing all administrative processes.

·Expertly and accurately maintains the data integrity of Salesforce.com.

·Other duties as assigned.

Qualifications (Education & Experience)

• High school diploma or equivalent.
• 1 year of inbound call, call center experience preferred, or equivalent customer service experience.
• Advanced computer skills with the ability to maneuver multiple programs simultaneously without assistance.
• Ability to type 40+ words per minute with minimal spelling or grammatical errors.
• Ethernet (wired) cable or fiber internet connection – no satellite or DSL.
• Time Management, having a sense of urgency, proven organizational and time management skills with the ability to effectively prioritize tasks.
• Ability to provide exceptional customer service, problem-solve with confidence and show empathy to efficiently resolve guest requests.
• Comfortable using multiple online tools simultaneously.
• Comfortable working in an atmosphere that fosters innovation and the ability to adapt quickly to change.
• Detail orientated.
• Ability to build effective relationships with internal and external customers.
• Enthusiastic, energetic self-starter, able to work independently as well as with a team.
• Ability to coordinate and influence internal customers to accomplish goals and meet deadlines.
• Knowledge of Salesforce.com or other similar customer relationship management (CRM) software
• Must be fluent with the Microsoft suite products (Outlook, Word, Excel)
• Capable of remaining engaged and focused in a remote work-from-home environment.
• Receptive to coaching and feedback from supervisors, managers, and the quality assurance team.
• Demonstrates honesty and integrity in all aspects of the role.

Working Conditions

• Email-based role with some inbound and outbound calls required daily
• Must have a designated working space that is free from distractions and noise. Working from home is not designed to be a replacement for appropriate adult or child-dependent care
• Able to access the internet to run needed programs securely and accurately

Physical Requirements