CUSTOMER CARE SPECIALIST

Groupe SEB USA; Irvine (CA); Hybrid; USD 29,000 - 30,000; Full time

Benefits offered by this job

Onsite gym

Job summary

Groupe SEB USA is seeking a Customer Service Specialist to support SEB Professional coffee machines. You will listen to customers, clarify issues, and provide solutions while maintaining empathy and professionalism.

You will log service calls in Salesforce, assess warranty eligibility, and collaborate with dispatch to ensure timely repair, aiming to minimize downtime and sustain customer satisfaction.

Qualifications

• High School Diploma or GED or equivalent experience.
• 2–4 years of customer service experience.
• Able to troubleshoot customer questions and issues.
• Strong written and verbal communication.
• Comfort with a fast-paced environment.

Responsibilities

• Engage with customers, clarify information, and explain solutions to ensure support and satisfaction.
• Identify and resolve product issues and address customer needs and complaints.
• Troubleshoot via phone and email; perform basic root cause analysis to reduce downtime.
• Create service cases in Salesforce with accurate details and prioritization for dispatch follow-up.
• Review warranty eligibility and enter accurate service records with severity.
• Escalate recurring issues to the appropriate contact when needed.
• Provide timely, professional support with empathy and clear communication.
• Strive to meet or exceed call center metrics and expectations.

Skills

Customer service

Active listening

Verbal communication

Written communication

Problem solving

Education

High School Diploma or GED

Tools

Salesforce CRM

Job description

A Place Where People Matter.

SEB Professional is a subsidiary of Groupe SEB. At SEB Professional North America, we are a leader in the professional coffee machine industry, offering three equipment lines: Schaerer, WMF, and Curtis. Our innovative coffee machines are trusted worldwide and can be found in a variety of settings, including hotels, restaurants, coffee shops, and convenience stores. Join us in delivering exceptional coffee experiences worldwide.

Primary Purpose

The main purpose of this role is to perform essential customer service-related duties to assist customers with their needs regarding SEB Professional coffee machines. Provides first level troubleshooting and problem resolution with our customers. Starts the tracking process for any repairs or fixes needed for a piece of equipment.

What You'll Do

• Engaging with customers, confirming, or clarifying information, and explaining possible solutions, ensuring that clients feel supported and valued, diffusing angry clients, as needed.
• Identify and resolve product issues and address customers' needs, complaints, or issues with our products.
• Troubleshoot with customers over the phone/emails and conduct basic root cause analysis on basic operational problems to avoid unnecessary down time of equipment and nuisance costs.
• Gather detailed information and basic overview of service issue and create a service case in the Salesforce CRM system with all relevant information, with prioritization and categorization based on drop-down lists for closure or for follow up by the dispatch team.
• Review eligibility for warranty repairs and maintenance; enter accurate service call records with appropriate severity rating.
• Review machine case history, elevate recurring issues to Escalation point of contact as needed.
• Provide timely and professional support for customers including data collection, troubleshooting, problem resolution while remaining empathetic to customers' situation.
• Understanding and striving to meet or exceed call center metrics and expectations.

What You'll Need

• High School Diploma or GED or equivalent experience.
• 2 - 4 years customer service experience.
• Able to think logically to provide answers to customer questions as well as resolutions for various issues that may arise.
• Capability to prioritize tasks, multitask and complete them in a fast-paced, high-pressure environment.
• Exhibiting patience and confidence with a diverse clientele.
• Exhibits self-motivation, the ability to multitask and pay close attention to small details.
• Ability to work independently without much direct supervision.
• Ability to logically ask root cause analysis questions and diffuse tense situations.
• Provide exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.
• Provide concise and quick service, mindful of the time needed to be spent with every customer.
• Strong time management and decision-making skills.
• Typing speed of at least 35 words per minute.

Overview

• Type of employment: Full-time, non-exempt.
• Workplace type: Hybrid. Irvine, CA

Why SEB Professional North America?

At SEB Professional North America, we believe great careers are built where people feel supported, challenged, and inspired. Whether you're working from one of our offices or enjoying a flexible work arrangement between the two, we're committed to providing benefits, resources, and a culture that help you thrive both professionally and personally.

What We Offer

• Comprehensive Medical, Dental, and Vision Coverage with a generous employer contribution
• 401(k) Retirement Plan with company match to help you plan for the future
• CompanyPaid Life Insurance for added peace of mind
• 12 Paid Holidays to recharge and spend time with what matters most
• Additional Voluntary Benefits and Employee Discount Programs
• A Positive, Inclusive Work Culture that genuinely values worklife balance
• Onsite gym

Compensation

Hourly Rate: $21.00-$21.70

#LI-Hybrid

#LI-BA1

Equal Opportunity

Groupe SEB is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws. For more information, please see "Know Your Rights: Workplace Discrimination is Illegal" Poster.

• If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact [e-mail]
• Groupe SEB invites any applicant and/or employee to review the Company's written  Affirmative Action Plan. This plan is available for inspection upon request by contacting [e-mail]

Additional Information

• Duration (if applicable): Non Applicable
• Job Type: Permanent contract
• City: Irvine

Company description: Join Groupe SEB and contribute to better living around the world! As a global reference in small domestic and professional equipment, we make a real impact through our 45 iconic brands - Tefal, Seb, Rowenta, Moulinex, Krups, and many more - present in over 150 countries. Every second, 13 products are sold, manufactured in our 50 industrial and logistic sites.

Our success relies on the diversity of talents, the richness of individual journeys, and an inclusive and respectful work environment. We are firmly committed to fighting all forms of discrimination. If you have a disability, we are here to listen and adapt your recruitment journey.

• Schedule: Full-time
• Working place (LinkedIn): #LI-Hybrid