Customer Experience Associate
Summary:
Our customers need help, and we’re hoping you can help them! We are Ratio Coffee, a high-end coffee machine manufacturing company committed to offering an exceptional home coffee experience with great customer service to match. Our team is looking for a fellow coffee enthusiast who is eager to be a part of our growing team.
Responsibilities Include:
- Provide a prompt and concise customer service experience for our customers. We strive to provide a high-end/luxury customer experience. This will involve email, chat, phone calls, and in-person communication.
- Assist customers with warranty cases, returns, product recommendations, and guidance on using our products. This includes first-time setup, routine maintenance, brewing guidance, and helping customers make great coffee at home.
- Follow our procedures to keep accurate records through the customer service journey, using tools such as HubSpot.
- Proactively look for ways to improve our processes involving service flow and provide feedback as needed to the supervisor.
- Work closely with internal departments to ensure customers receive timely and effective support.
- Contribute ideas and written copy for help articles and blog posts.
Requirements:
- Customer support experience in a high-touch environment, such as service industries, retail, or hospitality. The pace of the job will vary from day to day, so an ideal person for this job can handle fast-paced but also slower periods where project work and team meetings can occur.
- Fast learner, comfortable with modern software.
- Attention to detail, problem-solving, and communication skills (written and verbal)
- Ability to successfully navigate challenging and escalated customer service complaints
- Effective employees in this position work with minimal supervision, are self-directed, and have meticulous attention to detail
- Ability to work in an open floor plan with moderate noise
- Bonus/preferred: specialty coffee experience, Microsoft Excel experience, HubSpot experience, Shopify experience, sales experience.
Employment Details:
This is a full-time position that will start at $20-$22/hour, depending on experience, with a schedule of 40 hours a week. The tentative work schedule will be Mon.-Fri. 8:30-5 pm.
Job Type: Full-time
Pay: $20.00 - $22.00 per hour
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Shift:
Work Location: In person