Opentable

Sr. Customer Support Representative

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What Opentable is looking for in applicants

About OpenTable:

OpenTable, part of Booking Holdings, Inc. (NASDAQ: BKNG), powers reservations for the hospitality industry. OpenTable’s software seats more than 1 billion people per year and helps more than 60,000 restaurants, bars, wineries and other venues attract guests, manage capacity, improve operations and increase revenue.

As an employee of OpenTable, you will join a global network that includes OpenTable and KAYAK's portfolio of meta-search brands including Momondo, Cheapflights, Swoodoo, Checkfelix and Mundi. Many employees are dedicated to one brand, but we all have the benefit of using each other’s strengths and insights. Together, we’re able to help people experience the world through dining and travel.

The Role:

Reporting to the Customer Support Supervisor, the Sr. Customer Support Representative sets a positive example for our team of CSR’s, answering questions, comments and concerns. Sr. CSRs act as Subject Matter Experts, raising customer concerns and assisting the team, to find resolutions for both our diner and restaurant customers. This successful candidate will become an expert in OpenTable product knowledge and services, along with helping their team, providing an outstanding customer experience via mentoring, observation and leading by example.

The most important thing you can bring to this role is a real passion for helping people - whether they are customers or peers! Your work will rely heavily on your previous customer support and leadership experience. You will be charged with aiding the team’s ability to help our customers in a compassionate and thoughtful manner.

Responsibilities:

  • Create an environment to provide excellent customer service.
  • Build a high level of team performance and customer happiness.
  • Assist in CSR issues, providing quick, accurate help and feedback.
  • Monitor and moderate internal chat rooms to answer customer questions via employees.
  • Be called upon to answer customer and employee contacts, with creativity, without scripts.
  • Accurately and expertly log contacts, and detailed notes in our CRM (Salesforce).
  • Lead the resolution to the problem; never leave the customer or team hanging.

Required:

  • Flexible to work morning, evening, and weekend shifts as assigned.
  • Deep understanding of a majority of OpenTable products and processes (full training to be provided).

Benefits:

  • Mental Health Well-being: 6 company paid therapy sessions, subscription to Headspace app, wellbeing speaker series and resources.
  • 1 floating day off per year to celebrate your birthday or another occasion of your preferred choice!
  • Additional company sponsored holidays twice a year.
  • Monthly catered office events.
  • Learning and Development opportunities.
  • Inclusive Paid Parental leave.

Diversity and Inclusion:

We seek to have a workplace that reflects all of the communities we serve. We know that we produce more creative ideas, products, and better outcomes when we have diverse teams. OpenTable is proud to be an Equal Opportunity Employer, and we encourage candidates from all backgrounds and experiences to apply for roles.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform job responsibilities, and receive other benefits and privileges of employment. Please contact us to request accommodation.

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Want some tips on how to get an interview at Opentable?

What is Opentable looking for?
If this role looks interesting to you, a great first step is to understand what excites you about the team, product or mission. Take your time thinking about this and then tell the team! Get in touch and communicate that passion.
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How to land an interview at Sr. Customer Support Representative ?
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