Guest Experience Representative II at Salt & Straw

Portland, Oregon, United States -

Full Time

Start Date

Immediate

Expiry Date

09 Jan, 26

Salary

23.27

Posted On

11 Oct, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Communication Skills, Problem-Solving, Organizational Skills, Data Analysis, Collaboration, Social Media Monitoring, Empathy, Detail-Oriented, Initiative, MS Office Literacy, Guest Feedback, Training Development, Trend Spotting, Fulfillment Issues, Professionalism

Industry

Food & Beverages

Description

Job Details Job Location: Portland Support Center - Portland, OR Position Type: Full Time Salary Range: $21.04 - $23.27 Hourly Job Category: Marketing Description Position Summary/Objective of job: The Guest Experience Representative II plays a critical role in delivering a thoughtful, seamless experience for every guest. Beyond daily ticket resolution, this role actively contributes to improving guest satisfaction, identifying insights and trends, supporting social community engagement, and partnering with leadership to refine processes and training materials. Success in this role means not only solving guest issues, but also elevating the overall guest experience through data, insights, and cross-functional collaboration. Essential Functions: Respond promptly to guest inquiries via email, chat, phone, and social channels with professionalism and empathy Clear the inbox daily while meeting productivity, quality, and service-level goals Process, modify, and refund eCommerce and bulk orders; escalate complex cases as needed Track, flag, and report on recurring guest issues and root causes Monitor social platforms for guest feedback, engaging with an on-brand voice Report on social insights, guest sentiment, and trending topics related to menus, promos, and shop experiences Collaborate with IT and Logistics to escalate fulfillment issues and ensure timely resolution Partner with GX leadership to refine training guides, FAQs, macros, and tags Share guest feedback and insights with leadership to inform operational and strategic decisions Highlight and share exceptional “surprise and delight” guest stories Qualifications Qualifications: 1–2 years’ customer service experience, preferably in retail, hospitality, or eCommerce High school diploma or equivalent required; Associate’s degree preferred, or equivalent experience Familiarity with customer service systems (e.g., Gorgias, Zendesk, Shopify, NetSuite) preferred Knowledge and Critical Skills: Excellent verbal and written communication skills, with the ability to adapt messaging across channels Advanced problem-solving and trend-spotting skills to identify root causes and recurring issues Strong organizational skills; detail-oriented and efficient in managing high-volume inquiries Data-minded, with an interest in measuring and improving guest satisfaction and processes Ability to collaborate cross-functionally (e.g., IT, Logistics, Marketing) and provide actionable insights Skilled at monitoring guest sentiment and identifying opportunities for improvement Positive, empathetic, and team-focused approach, while modeling professionalism for peers Self-motivated with strong initiative and accountability for meeting SLA and performance goals Ability to work evenings and weekends occasionally Basic computer and MS Office literacy Fluency in English Physical Demands: Sitting 90% of the time Standing 5% of the time Walking 5% of the time Frequent repetitive motion Regularly required to use hands and fingers to handle or operate office equipment, including a computer keyboard, mouse, and telephone Will be required to regularly talk, hear, and see Specific vision abilities required by this job include close vision, color vision, depth perception and ability to adjust and focus Work Environment: Yhis is a Hybrid work environment The noise level in the work environment is usually quiet but can become moderately noisy at times Office setting; most work is performed at a desk on a computer in a climate-controlled environment Perks & Benefits You’ll Love: Daily Pay: Optional access to earned wages between paychecks. 401(k) + Match: Automatic enrollment after 3 months with company match. Time Off: PTO, sick time, and 12 paid holidays. Health Coverage: Medical, dental, and vision options with affordable premiums. Well-Being Support: 24/7 mental health access + free on-site counseling in Portland. Flexibility: Hybrid schedules for eligible Support Center roles + commuter subsidies. Other Benefits: Dog-friendly office, team member discount, exclusive first taste of new flavors, educational assistance, and pet insurance. Wage Transparency We are actively embracing pay transparency by disclosing the hiring wage for this role as $21.04-$23.27, highlighting its full earning potential within the broader range of $21.04-$28.46. Equal Employment Opportunity (EEO) Statement Salt & Straw fosters an inclusive workplace where all team members and applicants are treated fairly, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, age, or any other protected status. We are committed to providing equal employment opportunities for all. If you are a U.S. applicant with a disability and need assistance or a reasonable accommodation to apply, please contact our Talent team at people@saltandstraw.com. Work Authorization and E-Verify We participate in E-Verify to confirm work authorization but do not use this process to pre-screen applicants. Qualified candidates with criminal histories are also considered in accordance with applicable laws. Our Values Create the Unbelievable Show Up Generously Act with Thoughtful Curiosity Share Human Kindness Make It Count These values are the sprinkles on top, guiding us to create happiness through moments of wonder in every scoop, smile, and shared moment. They form the foundation of our brand and shape the culture of our workplace. Join us as we reimagine the ice cream experience, crafting joy and wonder, one scoop at a time.

Responsibilities

The Guest Experience Representative II is responsible for delivering a seamless experience for guests by resolving inquiries and improving guest satisfaction. This role involves tracking guest issues, collaborating with leadership, and enhancing processes through data insights.