Panera, LLC is currently accepting applications for a
Coordinator, Consumer Systems Help Desk Analyst
Located in: St. Louis, MO
Director, Customer Resource Group
Panera, LLC is a specialty concept with unparalleled people and quality products offering careers as diverse as our breads. As a result of continued growth, Panera Bread is actively seeking to add a new member to the Field Services Support team. The Analyst will be primarily responsible for providing technical support to our cafes, but also testing concepts such as taking Catering and Retail orders via phone and providing whatever assistance is necessary to customers in that regard.
The Mission Statement
for this position is to provide timely, professional end user support to Panera's customers, by assisting them with problems or questions related to the use of the Panera Catering and Panera Delivers websites. The position also takes orders for customers from selected test café areas.
Provide professional and courteous phone support that will ensure the highest level of customer service and satisfaction
Strive to ensure customer satisfaction is maintained or improved, by assisting customers with fulfilling orders on the website, answering general catering\online retail related questions, providing support for orders placed, and\or expeditiously transferring the request to the appropriate department
Log accurate records of all support issues in Heat; including problem description, resolution, troubleshooting methods, and all communications and conversations with the customer and other support personnel
Develop and maintain an in-depth knowledge of how to use the Panera Catering and Panera Delivers websites and the related customer databases, the Website to Bakery-Cafe data flow, and the customer payment processing data flow
Develop and maintain knowledge of all Panera Bread Bakery-Cafe business processes and procedures related to the use of the Catering and Panera Delivers websites
Demonstrate the ability to diagnose and troubleshoot website and procedural problems
Escalate technical and procedural issues to appropriate parties
Provide feedback and suggestions to improve customer experience and efficiency within team
Working conditions are normal for an office environment. Shift work is required; including weekends and overtime as needed. Will be subject to on call or call back status if needed.
May be assigned other duties as determined by supervisor
Thoroughly document all support contact information into the problem/event tracking system, allowing for successful historical and trend analysis
Strive to answer all calls on a live basis, with a minimum average of 90% live call answer. To return all calls left on voice mail within 30 minutes
Develop skills and demonstrate ability to resolve 80% of all tickets logged on the first contact
Escalate calls that have exceeded defined parameters to the designate support team or to a member of the Field Services Leadership team
Work on Active Tickets and update them with any work performed or communication
Demonstrate knowledge of Consumer Systems Support processes and procedures
Demonstrate willingness to learn and increase knowledge of the Consumer Websites and Panera Information Systems as they relate to Consumer Systems Support
Performs all other duties or projects assigned by supervisor
Strong telephone and interpersonal contact skills required. Call center experience is a plus
Willingness to have telephone conversations monitored for quality performance review
Ability to type at least 30 WPM with a high degree of accuracy
Excellent written and verbal communication skills
Experience with PC/LAN, POS, and or E-commerce systems
Proficient with Microsoft Windows NT/95/98/2000/XP/7, Outlook, Word, Access and Excel; Remote communication software such as PCAnywhere; Web Browsers such as MS Internet Explorer, Google Chrome, Apple Safari, Mozilla Firefox, etc.
Experience with SQL, SQL Developer query tool, and Website Development are a plus
A+, MCP or MCSE certifications are a plus
Experience with Heat or another helpdesk tracking software is desirable
Proficient in common food service or retail business operations
Associate's degree required. Bachelor's degree in computer\software related field desired
At Panera, our employees' health and happiness are a high priority. The following benefits (based on eligibility) are more than just rewards - they're thanks for all you do as part of our family: Competitive Salary • Award Program Potential • Competitive Health & Welfare Benefits • Company-Matched 401(k) Savings Plan • Employee Stock Purchase Plan • Paid Vacation • Paid Holidays • Workout Facility • Panera Express Lunch Delivery • Complimentary Bakery Items • Product Discount
Work Passionately...Please visit us online to learn more at PaneraBread.jobs.
Panera Bread is expanding quickly across North America,...