Customer Service Representative

Description

Our Customer Experience (CX) Team drives customer loyalty, engagement and value by providing exceptional customer experiences across all channels and touch-points. CX Agents are responsible for delivering an exceptional, differentiated and “concierge-like” customer experience, to our community of food lovers.

Overall Responsibilities

• Responsible for supporting customers contacting our brand via email, phone, live chat and SMS
• Supporting a wide variety of inquiries types and ensuring satisfaction
  
  

You Will

• Provide world-class customer service in all interactions with customers and think creatively about ways to optimize each customer’s experience.
• Receive inbound inquiries via phone, email, live chat or SMS; verify required information and do utmost within their power to solve customer programs.
• Actively listen and remain empathetic to the needs of each and every customer, tailoring solutions to provide the best experience possible
• Strive to meet and exceed quality and performance metrics.
• Maintain thorough knowledge of systems so that information can be researched and proper information is given to the customer.
• Learn and retain thorough working knowledge of all existing and new process and procedures.
• Proactively identify and share key insights observed in handling volume with leadership.
• Attend Team Meetings/additional training sessions as scheduled.
  
  

You Have

• Above average verbal and written communication skills - ability to speak accurately, using proper grammar, and good enunciation
• Ability to actively listen and use the information provided by the customer to meet the clients' needs
• Demonstrate appropriate empathy, accurately & genuinely show understanding of the customer's emotional state
• Maintain courtesy, politeness, & confidence throughout the interaction
• Demonstrate comfort in resolving sensitive issues and diffusing escalated scenarios.
• Ability to adapt and thrive in a fast paced, rapidly changing environment.
• Demonstrate highly detail and solution oriented critical thinking skills
• Ability to operate a personal computer
• Ability to adhere to all organizational policies and procedures.
• Ability to adhere to to a variety of shifts including evenings, weekends and holidays.
• Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
  
  

We Require

• High school diploma or equivalent required
• 2+ years of experience in customer service (e-commerce or hospitality preferred).
• Experience working in a high volume environment, handling inquiries across multiple channels of communication (phone, email, live chat, SMS).
• Experience using Zendesk or similar CRM platforms.
• High school diploma or equivalent required
• 2+ years of experience in customer service (e-commerce or hospitality preferred).
• Experience working in a high volume environment, handling inquiries across multiple channels of communication (phone, email, live chat, SMS).
• Experience using Zendesk or similar CRM platforms.
  
  

Job Type: Full-time

Salary: $16.00 per hour

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• Work from home
  
  

Schedule

• 8 hour shift
• Evening shift
• Holidays
• Overtime
• Weekend availability
  
  

Work Location: Remote