Our secret to leading the way in hospitality? We put our people first! At Shake Shack, our mission is to Stand For Something Good in all that we do. From our teams to our neighborhoods, we're committed to always doing the right thing. As one of the fastest-growing hospitality brands, we're all about crafting unforgettable experiences for our guests. We offer endless learning opportunities and the chance to make a lasting impact on our business, restaurants, and communities. As a member of the #ShackFam, you’ll have access to hands-on mentorship, training, and growth potential, all in a fun and inclusive environment. Join us and Be a Part of Something Good. Job Summary The Hospitality Representative will deliver best-in-class hospitality to guests that engage with Shake Shack through online channels, social media, or review sites via email, text, chat and voice, as well as support our Shacks by handling follow-ups about incidents that happen at our locations. They will support the growth and evolution of the guest experience by documenting the types of inquiries we receive and spotting trends. Job Responsibilities and Duties + Act as the first point of contact for guests that reach out to Shake Shack via email, text, chat, or phone, and ensure each guest receives timely, personalized, and relevant responses, as well as amicable resolutions to their inquires or complaints. + Encourage social channel engagement by monitoring channels and interacting with guests. + Ensure complaints and suggestions are documented and reported to various Shake Shack departments by accurately updating guest records within our CRM + Coordinate with other departments to ensure guests concerns are being handled appropriately. Knowledge, Skills, Abilities + Excellent verbal and written communication skills + Full availability, including weekends and PM shifts + Ability to take an innovative and creative approach to problem solving + Passion for the brand R equirements - Education, Experience, Physical, and Competencies Education Requirements High School Diploma or Equivalent Bachelor's Degree Education or Certificate Details + 1+ year of professional customer support experience in food, hospitality and/or lifestyle brand Work Experienc e 2-4 years Supervisory Experience Not Applicable Related Experience + Experience working with CRM platforms such as Desk, Salesforce Service Cloud, and Gladly + Experience working remotely Physical Requirements Precise hand/eye coordination Basic keyboarding or other repetitive motions Operation of heavy equipment or operation of vehicles Lifting/pushing objects weighing over 10 lbs. Climbing and working in awkward and cramped positions Competenc ies Self-Development & Growth Interpersonal Skills & Empathy Effective Communication Knowing the Business Organization & Delegation Driving & Delivering Results Benefits at Shake Shack: A work environment where you can come as you are, share your ideas, have fun, and work collaboratively: + Weekly Pay and Performance bonuses + Shake Shack Meal Discounts + Exclusive corporate discounts for travel, electronics, wellness, leisure activities and more + Medical, Dental, and Vision Insurance* + Employer Paid Life and Disability Insurance* + 401k Plan with Company Match* + Paid Time Off* + Paid Parental Leave* + Access to Employee Assistance Program on Day 1 + Pre-Tax Commuter and Parking Benefits + Flexible Spending and Dependent Care Accounts* + Development and Growth Opportunities *Eligibility criteria applies Pay Range - $14.09 - $22.72 *The salary paid to a successful applicant will depend on the applicant’s experience, qualifications, business needs and resources, and the candidate’s location. Click the "Apply" button above to apply for this opening. About Us Beginning as a hot dog cart in New York City’s Madison Square Park, Shake Shack was created by Danny Meyer, Founder and CEO of Union Square Hospitality Group and best-selling author of Setting the Table. Shack Fans lined up daily, making the cart a resounding success, and donating all proceeds back to the park beautification efforts. A permanent stand was eventually built…and the rest is Shack history! With our roots in fine dining and giving back to the community, we are committed to high quality food served with a high level of hospitality. Our team members enjoy a positive work environment that is deeply committed to the philosophy that we "Stand for Something Good." Shake Shack is an Equal Opportunity Employer  All qualified applicants will receive consideration for employment without regard to any protected characteristic, including race, color, ancestry, national origin, religion, creed, age, disability (mental and physical), sex, gender identity, sexual orientation, gender expression, medical condition, genetic information, marital, military and veteran status.