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Check with seller Hospitality Representative - Remote New York City

Published date: April 3, 2022
  • Location: New York City, New York, United States

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

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 they we "Stand for Something Good."

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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