Customer Service Representative

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