ABOUT THE ROLE: 

At DIG, we completely value our guests & depend on them to provide actionable & thoughtful feedback. The Guest Experience team is on the front lines of our commitment to excellent guest service. The part-time Guest Experience Agent will field all incoming feedback provided by guests from multiple channels including email, our website, & social media and find every possible opportunity to turn a negative moment into a positive one. This role will log feedback, respond directly to guests to resolve issues, & provide periodical data summaries. The part-time Guest Experience Agent will interact with customers on a daily basis & act as a bridge between our customers & the restaurants to further our goal of creating lifetime DIG fans. This role reports into the Strategic Operations team. 

YOU WILL: 

• Represent DIG on the front lines of guest communication, including email & phone calls.

• Write thoughtful informative responses to each guest inquiry with the goal of retaining the guest.

• Accurately & attentively label & log all guest feedback to provide weekly metrics for the field & leadership team.

• Interact with third party delivery platforms to assist with delivery inquiries & issues that arise in the restaurant to ensure our guests get the best service possible. 

• Communicate feedback to appropriate teams on a daily basis, & track trends in customer inquiries & complaints.

• Flag high impact tickets to restaurant leaders for immediate resolution.

• Assist field team in guest resolutions leveraging technology for special cases.  

• Work closely with GX Team to provide consistent support for our guests.

• Manage all inbound sales channels (i.e. Zendesk, catering@diginn.com) & respond to & fulfill client catering requests.
• Build relationships with & provide top-tier customer service to catering clients to increase retention rate.

YOU HAVE: 

• Experience in/ interest in a Guest Experience or Customer Service role.
• Experience with Zendesk is a plus. 
• A friendly, patient, & approachable demeanor.
• An ability to quickly discern high priority & low priority cases.  
• Serious compassion. You deeply care about helping others & making someones day.
• Experience in reading situations quickly. You can problem solve & use best judgement to resolve any situation in a snap.
• Excellent written & verbal communication skills.
• A team player mentality. You have a flexible schedule & are willing to support no matter the task.
• Time management experience juggling multiple tasks with different priority levels.
• A passion for food.

WORK PERKS: Aside from your the standard job description fare (competitive salary, medical, dental, vision) we also offer:

• Commuter benefits
• Complimentary DIG lunch everyday

ABOUT US: 

At Dig Food Group, were building a better food system for everyone by sourcing, cooking & serving delicious food everyday. Nine years in, weve grown to more than 30 fast-casual Dig restaurants, opened our first full-service restaurant, 232 Bleecker, partnered with 130 farms including our own Dig Acres, & taught thousands of people how to cook (really cook) in our kitchens. 

To do this, weve built direct & real relationships with farmers. We dont just name check them on our menus -- were true partners in their businesses. We focus on farmers who are independent, first-timers, women, immigrants, LGBTQ & people of color. These relationships allow us to get the best ingredients all year round & change our menu based on what is growing in the fields.

Each restaurant is run by a chef & all our food is cooked on site. There are no microwaves, can openers or freezers, just an entire culinary team at every location, cooking vegetables all day. This requires training a whole generation of chefs & cooks from the ground up, including many who have never worked in a restaurant before. Knife skills are life skills. 

Were not here to disrupt anything or become a platform. We run our business on good food & great people. From sourcing to serving, our mission is to create a better food system for everyone. That means a world where farmers can make a living growing food, anyone can learn to cook, & we can all eat well, together.  

DIG believes in the power of a shared table to bring people together as we are committed to building a culturally inclusive team. Diverse candidates encouraged to apply