Client Services Representative

Job Title: Client Services Representative

Reports To: Client Services Team Lead

Founded in 1998, Rosnet is a leading restaurant back-of-house solution, providing tools and data analytics to help clients boost their profitability. Servicing all types of restaurants from QSR to fine dining, all backed by 24/7 customer support with real humans, Rosnet goes above and beyond the industry standard.  

Rosnet is an incredible and inspiring place to work, offering a dynamic and engaging environment that fosters both personal and professional growth. Our team is not only vibrant and diverse, but it also brings together a wide array of talents, backgrounds, and perspectives, creating a rich tapestry of ideas and innovation. We pride ourselves on maintaining a perfect balance between hard work and enjoyment, ensuring that while we are dedicated to achieving our goals and delivering exceptional results, we also make time for plenty of fun and giving back to the community. We are located in Parkville, Missouri.

Job Summary: 

Client service is a core value at Rosnet, and the Client Services (CS) Representative plays a vital role in delivering timely and accurate support to Rosnet users. This role requires deep software product knowledge and an understanding of how clients use Rosnet’s solutions to enhance their restaurant operations. Engaging with clients via phone calls and issue tickets, the CS Representative works toward effective resolutions while ensuring a positive customer experience. The Representative will use their knowledge of how various software applications and services work together to develop mastery in understanding data flow and how it serves Rosnet’s clients. Success in this role requires curiosity, a strong desire to learn and grow, and excellent attention to detail in maintaining organized and thorough records.

Rosnet Support is available 24/7/365: Must be able to maintain a flexible schedule as shifts may involve days, nights, weekends, and holidays. Schedules are adjusted every 6 months. 

Key Responsibilities:

• Be the face of Rosnet for users and contribute to exceptional client service standards. 
• Positively engage with client users to resolve issues via phone, email, and other communication channels. 
• Maintain detailed and clear case notes, providing client-facing updates within a ticket management system (Zendesk). 
• Troubleshoot, diagnose, and resolve client issues using proprietary Rosnet software and incoming data sources from clients and third parties. 
• Proactively monitor, log, and address internal system alerts. 
• Assist in achieving team productivity and efficiency initiatives. 
• Participate in and contribute to team meetings and training sessions. 
• Maintain a working knowledge of computer software, operating systems, and browsers. 
• Develop a basic understanding of Android and iOS operating systems and mobile devices. 
• Develop basic networking knowledge. 

Qualifications:

• Ability to learn, navigate, and configure software in a production environment. 
• Intermediate to advanced digital literacy, or “tech-savviness”.  
• Working knowledge of Microsoft Office suite. 
• Rosnet Support is available 24/7/365: Must be able to maintain a flexible schedule as shifts may involve days, nights, weekends, and holidays. Schedules are adjusted every 6 months. 
• Previous restaurant industry knowledge is a plus. 
• Previous software as a service (SaaS) experience is a plus.
• Strong verbal and written communication skills. 
• Ability to multitask and manage multiple priorities. 
• Effective time management skills. 
• Attention to detail. 
• Ability to work independently and as part of a team. 
• Must be able to work a schedule with some days in the office.

BENEFITS 

Why Join Us? 

At Rosnet, we believe that our team is our greatest asset. By joining our Client Services team, you’ll be part of a dynamic and growing company where your contributions truly make a difference. We offer a supportive and collaborative environment where continuous learning and career growth are encouraged. We value work-life balance and flexibility, providing opportunities for employees to manage their schedules effectively. If you're ready to be part of an innovative company committed to helping clients succeed, Rosnet is the place for you! 

Rosnet offers very competitive base salaries. We also offer health, dental and vision insurance. The company matches up to 4% of your earnings deposited into your 401(k)-retirement plan. Everyone needs to recharge their batteries, so we offer two weeks of paid vacation along with five paid time off days per year. We want you to stay healthy, so we offer gym membership discounts. 

EQUAL OPPORTUNITY EMPLOYER 

Rosnet is an Equal Opportunity Employer. This company does not and will not discriminate in employment and personnel practices based on race, sex, age, handicap, religion, national origin or any other basis prohibited by applicable law. Hiring, transferring and promotion practices are performed without regard to the above listed items.