Customer Care Associate

$55,000 - $65,000 base salary range + annual bonus potential!

100% remote in the United States, however, due to state-specific regulatory requirements, Potbelly does not currently support remote work from the following states:
Alaska, California, and Hawaii. To be considered for this position, you must be able to perform the role from a state not listed above at the time of hire and for the duration of employment.

Do you hunger for more? Potbelly Sandwich Shop is looking for friendly and outgoing people who enjoy working in a fast-paced, friendly environment. We are where good vibes and great careers are a way of life! What started as a small antique store in 1977 has become a nationally recognized neighborhood sandwich shop with over 400 locations across the United States.

But toasty sandwiches are only as good as the people behind them. And yeah, we've got the best. Ready to join our growing Potbelly Nation?

What’s In It For You:

• Competitive pay with performance-based annual raises!
• Medical, Dental & Vision Insurance
• Domestic Partnership Benefits
• Paid Parental Leave
• FSA and HSA with Employer Contribution
• Commuter Benefit Program
• Retirement Savings 401(k) WITH company match
• Employee Assistance Program
• Paid Time Off
• Discount Program
• Flexible Work Schedule
• Career growth opportunities

If hired, you must meet and maintain all eligibility requirements to qualify

Customer Care Associate (Full Time)

Location: Support Center (Full Remote)

Reports to: Manager, Customer Care & Reputation

Job Level

Job Band:

Full Time

Travel Requirements: Rarely (Possibly 1-2x a year)

General Description

The Customer Care Associate role is a full-time, permanent position reporting to the Manager, Customer Care & Reputation. This role is critical to ensuring the satisfaction of Potbelly's customers, so that they are delighted and continue to return to the brand for their sandwich occasions.

The Customer Care Associate will be responsible for responding to and resolving daily customer issues that are submitted via various online channels. This role will also require providing a summary of customer contact data to help the team better understand customer satisfaction levels overall and for various brand initiatives.

The position will work closely with the Director, Consumer Insights & Innovation, cross-functional team members, and field team members, helping to address any needs and resolve issues that are under the responsibility of the Customer Care function.

Potbelly looks for creative, innovative and results oriented individuals who thrive in a fast-paced environment. Our Customer Care professionals need to demonstrate strong attention to detail and a customer first mindset.

Our marketers are team players, comfortable with ambiguity and passionate about delivering results. Strong communication skills, both written and oral, are paramount for the position.

• Lead and behave according to the Potbelly Values and uphold the Potbelly Way.
• Respond to all Customer contacts in a timely manner and ensure satisfactory resolution while adhering to Potbelly’s standards, policies and procedures.
• Communicate with customers through email, phone, social media or other digital channels utilized by the Customer Care Team.
• Assist Customers with Gift Card and Perk Club issues.
• Assist preparing reports on a weekly, period and quarterly basis.
• Support the organization’s Customer Care function with a high level of professionalism, empathy, attention to detail and clear communication.
• Always have a customer first mindset by ensuring customer issues are resolved in a kind, helpful, and professional manner.
• Be passionate about the Potbelly brand and making sure all customers want to return.
• Work closely with Potbelly team members and…