Customer Service Specialist

Overview This range is provided by CAVA. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range $18.00/hr - $20.00/hr Company Profile: At CAVA we make it deliciously simple to eat well and feel good every day. We are guided by a Mediterranean heritage that’s been perfecting how to eat and live for four thousand years. We prioritize authenticity, curiosity and the pursuit of excellence in everything we do. We are working towards something big, together. We foster a culture built on five core values: Generosity First, Always: We lead with kindness. Our best work happens when we act in service of others. Constant Curiosity: We are eager to learn, grow, and explore beyond the obvious. Act with Agility: We welcome change; it’s the only constant. We embrace, adjust, adapt. Passion for Positivity: We greet each day with warmth and possibility. Collective Ambition: We have high aspirations that are achieved when we work together with a shared purpose. Customer Experience Specialist As a member of our dynamic Customer Experience (CX) team, you will play a pivotal role in crafting a world-class experience for every guest, embracing each interaction as an opportunity to ignite fanaticism and be a driving force behind our commitment to excellence. We are seeking a self-motivated leader who excels in critical thinking, responding promptly, and resolving issues effectively. What You’ll Do Deliver swift, accurate, and empathetic responses to all CAVA guest inquiries across channels, including email and 3rd party sites as necessary. Problem-solve common complaints, identify trends, and collaborate with partners in operations, food and beverage, and other stakeholders. Adhere to established protocols for escalated incidents and route inquiries to relevant personnel requiring special attention. Provide real-time feedback to regional leadership teams to contribute to immediate solutions. Stay informed of changes in our seasonal menu and ingredients to enhance the guest experience. Utilize communication tools such as Outlook, Slack, and Zoom for seamless collaboration with internal teams. Use our customer service platform and other internal systems to manage customer contacts and accounts. The Qualifications Exhibit a genuine passion for delivering extraordinary, world-class customer service. 1+ year experience in a customer service/support role. Quick learner who can work independently and with the team. Proactive mindset, identifying issues and proposing fresh approaches. Analytical skills to identify anomalies and trends in customer contacts for prompt resolution. Impeccable spelling, grammar, and communication skills. Previous experience with Zendesk, Slack, Outlook, and account management systems is a plus. Physical Requirements Ability to operate a computer and office equipment while stationary. Ability to identify, analyze and assess details. Occasionally move or transport items up to 50 pounds (as applicable). Effective communication with others and accurate information exchange. Ability to support restaurant or office operations as needed. Maintain a constant state of alertness and work safely. What we offer Competitive salary, plus bonus and long-term incentives* Early Wage Access Unlimited PTO, paid parental leave, plus paid opportunities to give back to the community 401k enrollment with CAVA contribution Company-paid STD, LTD, Life and AD&D coverage for salaried positions* Free CAVA food Casual work environment The opportunity to be on the ground floor of a rapidly growing brand All exempt and non-exempt employees are eligible for benefits. Benefits are effective the 1st of the month following 30 days of service and you have until the day before the effective date to enroll. A new hire can enroll in our benefit program by selecting a link that is emailed directly to the new hire at their personal email address once hired. Please note that visa sponsorship is not available. The posting range is an all cash range. *Indicates qualifying eligible positions only CAVA – Joining “A culture, not a concept” As an equal opportunity employer, CAVA considers applicants for all positions without regard to race, color, sex, religion, national origin, disability, age, height, weight, marital status, sexual orientation, familial status, genetic information or any other characteristic or protected classes as defined by federal, state, or local law. This job description is not intended to be a comprehensive list of all the duties and responsibilities of the position and such duties and responsibilities may change without notice. #J-18808-Ljbffr