Customer Service Representative II

Brand:

Bagel Brands

Bagel Brands is the parent company for your favorite breakfast brands, Einstein Bros. Bagels, Bruegger's Bagels, Noah's NY Bagels, and Manhattan Bagel. We believe in the bagel and how it has the unique ability to bring people together. Our team has a standard set of values and behaviors that allow us to spread a little more joy and happiness in the world. They let us laugh, smile, and enjoy each other’s company a little more. These are the behaviors that guide how we work, how we treat each other, and how we treat our guests. We believe that there is no better way to make someone’s day than with a warm, fresh-baked bagel and a heart-felt good morning.

We are currently seeking a Customer Service Representative to join our team! (Weekend Availability Required)

At Bagel Brands, we believe a great morning sets the tone for the whole day. That’s why we’re on a mission to serve craveable, convenient breakfasts rooted in our rich bagel tradition—one guest at a time. As we grow and deepen our connection with communities across the country, we’re looking for a Customer Service Representative (CSR) who shares our passion for hospitality and is eager to create positive guest experiences with every interaction.

In this remote role, you’ll be engaging with a high volume of guests via email, social media, and occasionally by phone—providing thoughtful solutions and building meaningful relationships. If you’re a people-person with a heart for service and the ability to thrive in a fast-paced environment, this is your chance to be part of something bigger: helping guests own their mornings, every day.

At Bagel Brands, we offer full benefits (Medical, dental, vision, HSA/FSA, disability, life insurance), 401k+ company match, self-managed PTO, tuition reimbursement, adoption assistance, EAP, and more! We are targeting $20-$23/hour with annual 5% bonus potential.

Role-specific Abilities

• Provide first level of engagement with guests who contact us through online contact forms, email, and social media in an informed, friendly, and timely manner.
• Manage queues in our Customer Relationship Management software by following up on active cases, making sure that our guests do not fall through the cracks while new cases are addressed in an appropriate timeframe.
• Maintain a comprehensive knowledge of company operations, policies and org. structures in order to utilize available resources in responses to guest feedback.
• Participate in knowledge and skill transfer sessions in order to lower case volume and increase speed of case resolution.
• Collaborate with Team Members around the nation to better serve the needs of our guests.
• Process and activate gift cards
• Process credit card refunds as needed
• Process requests related to our rewards program
• Assist in gathering guest information for risk related requests
  
  

Education – Training – Experience

Required:

• Must possess excellent verbal and written communication skills.
• Consistently friendly, professional, and helpful demeanor even in stressful situations – strong “people skills” are a must.
• Able to multi-task efficiently in a fast-paced environment.
• Detail-oriented with strong organizational skills.
• Working understanding of Microsoft Office Suite: particularly Word and Excel.
• Ability to retain a wide knowledgebase of company operations.
  
  

Preferred:

• One or more years of experience in the hospitality industry.
• Prior experience with Customer Relationship Management software; particularly, Microsoft Dynamics.
• Prior experience with social media aggregation platforms, such as Sprout
  
  

Address: | 1720 S Bellaire St. Skybox , Denver, Colorado 80222 |

Compensation Range:

$18.06 - $31.61 per hour

• Starting pay is subject to Local and State Minimum Wage regulations.
• Ranges reflect what employer reasonably and in good faith expects to pay for such position.
  
  

The physical demands for this position are sits, stands, bends, lifts, and moves intermittently during working hours. These physical requirements may be accomplished with or without reasonable accommodations.

The duties of this position may change from time to time. Bagel Brands reserves the right to add or delete duties and responsibilities at the discretion of the company or its managers. This job description is intended to describe the general level of work being performed. It is not intended to be all-inclusive.

Bagel Brands is committed to providing equal employment opportunity, and fair treatment in employment without regard to race, ethnicity, color, religion, gender/gender identity or expression, sexual orientation, age, national origin or ancestry, physical or mental disability, military status or any other basis in protected by applicable federal, state and local law. Bagel Brands makes employment decisions based solely on qualifications for the position.