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Company Name : Shaker & Spoon
Location : Brooklyn, NY
Position : Customer Experience Specialist
Job Description : Customer Experience Specialist — Remote
Who are we?
Shaker & Spoon is a small and growing food business with a manufacturing and fulfillment facility in Red Hook, Brooklyn, and a remote admin team that works from a variety of locales. We produce monthly curated cocktail kits (think Blue Apron for craft cocktails) and ship them all over the country. Our small-ish, dedicated team is focused on continuing to responsibly grow the company and create fun, unique products while maintaining our high quality standards. We pride ourselves on running an ethical company that strives to source quality products from other small and medium-sized companies, donates both money and products to charity, and treats people with dignity and respect (both our staff and our customers). Customer support is of the utmost importance to us and we strive to make it the absolute best there is.
Who are you?
A dedicated, detail-oriented, and self-motivated problem solver who’s interested in building something alongside us. Exceptional communication and great organizational skills are a must. Ideally you’re a grounded team player, able to roll with the punches when things don’t go as planned or when protocols change (particularly as we’ve recently migrated to a new e-commerce platform, are currently in the process of updating and rolling out certain features of our new website, and are working out some kinks in customer data). You’re attuned and perceptive, always listening/observing, able to retain a plethora of information, to identify the core of an issue quickly, and to offer solutions. Versatility and flexibility will definitely help—you enjoy wearing multiple hats and juggle various tasks with ease. Our company and products are deceptively complex because there are so many variables and moving parts, and we’d really like to find someone who is great with details, can manage lots of disparate information simultaneously, and is comfortable with being mid-process rather than expecting everything to be perfectly set.
What will you be doing?
As part of a smart, engaged, and passionate team that ensures that our customer experience is the best there is, you’ll engage and interact with the plethora of customers who contact us. After figuring out the issue (potentially reading between the lines to glean their meaning), you’ll use your sleuthing skills to get to the bottom of what happened and what needs to happen in order to provide the resolution. And lastly, of course, you’ll communicate to them with great clarity and friendliness what the issue was and how it was resolved—or what they need to do to resolve it.
This is a great job for someone looking for a somewhat flexible schedule and remote work in a meaningful small-business setting. An interest in cocktails is not required, though probably wouldn’t hurt.
You’ll work remotely but be in constant contact with the rest of the Customer Experience team, and the Shipping and Production teams. Everyone is very friendly and communicative but we’re also somewhat geographically scattered, so please keep that in mind and be comfortable regularly communicating via Slack/video meets with colleagues.
We’re looking for someone who can excel as part of our team but also individually without much of a leash. Seeking a 40-hours-per-week commitment but hours don’t have to be 9–5, we can work together to figure out what specific schedule will work for all of us. Once training is completed, your ongoing schedule will need to include at least one weekend 6–8 hour shift each week.
We have systems in place for how things work, but there’s always room for improvement, and we hope to be able to benefit from your fresh eyes and ideas (we’re always open!) while also showing you what has worked so far and what hasn’t, why, and what we need going forward.
Main Responsibilities
Recognize individual customers’ support needs/complaints from a holistic view of their experience, and provide helpful insight and best solutions to resolve their inquiries
Communicate using exceptional interpersonal skills, with the ability to recognize specific customer needs on a human-to-human level, while maintaining appropriate professionalism
Learn, maintain, and update multiple customer-related information systems to ensure accurate records, effective communication, and efficient workflow; collect and access appropriate information relevant to type of inquiry
Respond to customers through a variety of channels including email, online chat, and telephone (both inbound and outbound), as appropriate
Acquire detailed knowledge of product ranges and services to provide outstanding customer support
Requirements include:
Exceptional communication skills (written and verbal)
Excellent computer skills; proficiency with Google Docs and Sheets
Effective time management, self-accountability, and reliability
High level of friendly and personable professionalism
Must be flexible and quick to adapt as team goals and daily targets change
Excellent multi-tasking and self-motivation
High level of attention to detail and ability to catch errors
Prior experience operating cloud-based systems (such as Freshdesk) a PLUS
Job Type: full-time, remote
This post is listed Under New York jobs
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