Customer Care Representative

Welcome to Whataburger Careers!

Our Flavor - Why Whataburger

Whataburger isn’t just a fast-food burger chain it is where bold leadership starts - and where potential doesn’t just grow, it heats up. Whether you're leading the line or working behind the scenes, this is the place where opportunities stack up, and every day gives you a chance to Make a Difference.

Since 1950, we’ve invested in people who lead with integrity, Serve with Heart, and bring their best flavor to the team. We believe in working together, speaking up, having a little fun, and Winning as One - because great burgers (and great teams) start with the right ingredients. If you're ready - to learn, grow, impact, and Move Forward Boldly - we’ve got your back and your path cooked to perfection.

Your Recipe for Impact - What You’ll Do

As a Customer Care Representative, you'll help deliver exceptional experiences by serving as a trusted resource for customers across multiple communication channels. You’ll resolve issues with care, accuracy, and urgency while supporting digital and mobile customer interactions that strengthen loyalty to the Whataburger brand. Through thoughtful problem-solving, collaboration, and continuous improvement, you'll help create positive outcomes that reflect our commitment to Serve with Heart and Make a Difference. By partnering with teams across the organization, you'll Win as One to deliver consistent service experiences while identifying opportunities to improve processes and Move Forward Boldly.

Day-to-Day Ingredients - Responsibilities

As a Customer Care Representative, you will:

• Resolve customer inquiries and concerns across phone, digital, and written channels
• Process refunds, rewards, and digital offers in compliance with company policies
• Coordinate with internal partners to ensure timely and accurate issue resolution
• Prepare customer communications and internal correspondence
• Generate reports and maintain accurate customer records and documentation
• Monitor and maintain fulfillment inventory and related materials
• Identify recurring customer concerns and recommend solutions
• Update response templates and communication resources as needed
• Support departmental projects and process improvement initiatives
• Promote collaboration and effective communication across teams
• Protect confidential information and maintain policy compliance
• Perform additional duties as assigned

The Sauce - Pay & Perks

As a Customer Care Representative, you will receive:

• Competitive Weekly Pay
• Bonus Program
• 5 weeks of PTO Starting on Day One
• Flex Weeks
• Paid Corporate Holidays
• Paid Parental Leave
• 401(k) match $1/$1 up to 4%
• Competitive Medical, Dental, and Vision Benefits
• Short-term and Long-term Disability Benefits
• Opportunities for Career Development and Growth
• Whataburger Family Foundation - Scholarship Program (dependents also eligible) and Hardship Grant Assistance
• Discounted Meals for You and a Guest
• Cell Phone Service Discounts
• Computer & Software Discounts
• Fitness / Gym Discounts
• Awards and recognition for all you do
• Retirement Celebration Program

What You Bring to the Table - Required Experience

As a Customer Care Representative, you must have:

• High school diploma, GED, or equivalent work experience
• 1+ year of customer service, contact center, or customer support experience
• Experience in resolving customer concerns and delivering service-focused solutions
• Strong verbal and written communication skills
• Ability to manage multiple priorities in a fast-paced environment
• Working knowledge of company policies, procedures, and customer support practices
• Strong problem-solving and critical-thinking abilities
• Excellent attention to detail and documentation skills
• Proficiency with Microsoft Office and customer service systems
• Ability to maintain confidentiality and handle sensitive information

Extra Toppings - Desired Experience

As a Customer Care Representative, we prefer you to have:

• Experience supporting mobile, digital, or online customer platforms
• Experience processing customer refunds, rewards, or promotional programs
• Contact center or high-volume customer support experience
• Experience analyzing customer feedback and identifying service trends
• Knowledge of CRM or customer case management systems
• Experience contributing to process improvement initiatives
• Bilingual communication skills
• Associate's degree or higher in a related field

Where & How You’ll Work

This role is based at the San Antonio Home Office, working on-site Monday through Thursday with remote flexibility on Fridays. In this role, you’ll have strong collaboration with leadership, across cross-functional teams, and with external partners to align capabilities with restaurant realities. The work environment is fast-paced and requires sound judgment, strategic thinking, and strong collaboration skills. Full-time availability is required, with occasional extended hours based on business needs, along with occasional travel to properties, project sites, and external meetings. Candidates must reside within commuting distance of the San Antonio Home Office.

Whataburger is committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, age, or other condition or status protected by law. Whataburger participates in the federal E-Verify Program. For more information go to www.dhs.gov/E-Verify. E-Verify is a registered trademark of the U.S. Department of Homeland Security.

*Eligibility rules may apply to specific benefits