Guest Care Specialist

Panera is looking to add enthusiastic work-from-home Guest Care Specialists. Associates work out of our St. Louis Support Center or under a remote work-from-home setup. If you genuinely enjoy engaging with guests over the phone this role may be for you. Panera is a great place to work. We live by our mission, purpose, and the Panera Way, where we are rooted in respect, take ownership, act urgently to resolve guest issues, are encouraged to try new things, take bold actions, inspire, celebrate, and win together.

This position is offered at an hourly wage of $18.00 with monthly bonus opportunities. The hours for this position range from 7am-7:15pm CST at 40 hours per week with one weekend day required. The training program is three weeks M-F 8am-5pm CST via a virtual classroom. Medical, dental and vision plans, 401K, paid holidays, paid time off, and additional perks are offered.

Duties & Responsibilities

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

• Providing Panera Warmth and offering exceptional service (verbal or written) to all guests while resolving concerns regarding products, services or other problems experienced.
• Manage an average of 65 inbound back-to-back calls per day from guests.
• Research required information using available resources.
• Record details of comments, inquiries, complaints, and actions taken during the call while talking with the guest.
• Complete call notes and call reports as necessary.
• Manage administration, communicate, and coordinate with internal departments.
• 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. 
• 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.
• Ability to provide exceptional customer service, problem-solve with confidence and show empathy to efficiently resolve guest requests.
• Ability to remain calm and focused while handling difficult calls in a busy, fast-paced environment.
• Comfortable using multiple online tools simultaneously.
• Comfortable working in an atmosphere that fosters innovation and the ability to adapt quickly to change.
• Capable of remaining engaged and focused in a remote work-from-home environment.

• Receptive to frequent coaching and feedback from supervisors, managers, and the quality assurance team.
• Demonstrates honesty and integrity in all aspects of the role.

Working Conditions

• Required travel – Local café for training as needed.
• Phone-based role with the receipt of back-to-back calls.
• 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.

Physical Requirements

• Seated for long periods with s scheduled breaks and lunch periods.