Customer Support Agent

Job Description

Job Description

Make someone’s day, one conversation at a time!

As a Burgerville Customer Service Agent, you’ll help guests feel heard, find solutions, and turn challenging moments into positive experiences. If you’re a thoughtful listener and clear communicator who enjoys helping people, this could be a great fit. You’ll bring your comfort with technology, attention to detail, and ability to manage multiple requests to a role that supports both our guests and restaurant teams.

Successful Customer Service Agents are thoughtful listeners and communicators, comfortable navigating technology, and able to manage multiple requests while staying organized and attentive to detail. They enjoy helping people, can work independently, and take pride in turning frustrating situations into positive experiences.

KEY RESULT AREAS  

Guest & Restaurant Support

Provide friendly, accurate, and timely support to Burgerville guests and restaurant teams, helping resolve questions and concerns while representing our brand with care and professionalism. 

• Respond to guest and restaurant inquiries through email, web forms, helpdesk tickets, and phone support. 
• Investigate and resolve common issues related to digital ordering, loyalty, restaurant experiences, and general inquiries. 
• Process refunds and other routine service requests according to established guidelines. 
• Handle guest concerns with empathy, patience, and a solutions-focused approach. 
• Escalate complex or sensitive issues to the appropriate teams, providing clear context and documentation. 

 

Ticket Management & Follow-Through

Maintain accurate, organized support records and ensure requests are addressed through resolution, creating a consistent and reliable experience for guests and internal partners. 

• Monitor incoming requests and prioritize responses based on urgency and established service expectations. 
• Navigate multiple customer support systems and digital platforms to investigate and resolve issues. 
• Document guest interactions, actions taken, and resolutions accurately in the appropriate systems. 
• Follow up on open or escalated requests to ensure timely resolution and communication. 
• Manage multiple conversations and requests while maintaining accuracy and attention to detail. 

 

Guest Feedback & Continuous Improvement

Help Burgerville learn from guest feedback by maintaining accurate records, identifying recurring issues, and supporting improvements to the customer experience. 

• Track, organize, and report guest feedback to help teams understand common questions, concerns, and opportunities. 
• Identify recurring issues or trends and share observations with the appropriate team members. 
• Help maintain and update standard responses, knowledge base articles, and support documentation. 
• Suggest simple improvements to support processes and guest communications based on common requests and feedback.