Guest Experience Specialist

Job Description This is a remote position. What We Do At Outsource Access, we help high-volume restaurant brands deliver seamless digital hospitality and top-tier guest experiences. We don't just process orders and push buttons—we make sure every catering quote, financial adjustment, and customer review drives loyalty and powers a flawless restaurant operation. How You’ll Make a Difference Engineering Flawless Catering Pipelines: You will be the mastermind behind our high-volume digital orders. By cross-verifying guest matrices, building precise quotes, and organizing omnichannel triggers in Zendesk, you turn complex reservation requests into perfectly executed, revenue-generating events. Protecting the Brand’s Reputation: You are the frontline of guest satisfaction. Whether mapping metrics in Yext, deploying automated macros, or addressing negative feedback in Toast, you ensure every guest feels heard and the brand's digital presence remains stellar. Balancing the Books with Precision: You will act as the ultimate financial troubleshooter. When errors happen, you step in to audit tax exemptions, execute order reversals, and smoothly process failed resubmissions in OLO so that customers are happy and our financial summaries are flawless. Cultivating Customer Loyalty: You keep our retention engines running smoothly by independently auditing wallet balances in Paytronix and managing our gift card infrastructure, ensuring the master credit logs are always accurate and guests are properly rewarded. Requirements Is This You? The Ultimate Problem Solver: You thrive in real-time, high-stakes environments where extreme accuracy is non-negotiable. You don't just follow SOPs; you proactively "shadow" evolving corporate guidelines and document new workflows to keep the team moving fast. An Elite Communicator: You possess flawless English skills that allow you to draft perfectly toned customer adjustments, configure clear transactional templates, and collaborate effortlessly with executive corporate leadership. Data-Obsessed and Detail-Driven: You naturally seek "one source of truth." You maintain absolute structural organization, updating multi-location spreadsheets with zero errors to ensure our pipelines are constantly optimized for speed and conversion. Tech-Savvy: You command enterprise restaurant ERPs like a pro. With documented mastery or the ability to quickly master a unified stack (OLO, Toast POS, Paytronix, Zendesk, Yext), you seamlessly navigate complex digital adjustments and sales-tax recalculations. Your Home Office: You have a dedicated, distraction-free remote workspace with highly reliable, high-speed internet, ensuring you can manage live dashboards, real-time customer pipelines, and complex transactions without missing a beat. Benefits Why You’ll Love Being Part of the OAmazing Team You’re not just taking a job — you’re stepping into a role where your growth, security, and peace of mind actually matter. Here is the total package we’ve built for you: Your Wellness & Security Health & Wellness — Covered: You get comprehensive HMO coverage with a top provider so you can focus on work without worrying about medical bills. Security for the “What Ifs”: Our Group Life Insurance benefit gives you added protection — because your future (and your family’s) deserves a safety net. Time to Recharge — Guilt-Free: We support your well-being with paid leave credits that allow you to rest, reset, and show up as your best self — at work and at home. Support You Can Count On: We take care of all government-mandated benefits, so everything is handled properly and on time. Your Financial Rewards Performance Incentives: Bring results — and you’ll see it rewarded. Simple as that. Premium Pay: When you put in the time, we honor it. You receive Overtime Pay for extra miles and Night Differential for supporting the team during late hours. 13th Month Pay: A well-earned bonus to celebrate the results of your year’s effort.