Customer Service Representative

Peak Support; Cambridge (MA); Remote; Full time

Job summary

A leading company seeks a Customer Experience Agent to deliver exceptional service to food lovers. You will support a variety of customer inquiries through multiple channels and ensure customer satisfaction. Ideal candidates will have strong communication skills, empathy, and a track record in customer service for a fast-paced environment.

Benefits

401(k)

Dental insurance

Health insurance

Paid time off

Vision insurance

Work from home

Qualifications

• 2+ years of experience in customer service, preferably e-commerce or hospitality.
• Experience in a high-volume environment handling inquiries across multiple channels.

Responsibilities

• Support customers via email, phone, live chat, and SMS.
• Provide tailored solutions to meet customer needs and improve their experience.
• Maintain knowledge of systems for accurate information delivery.

Skills

Verbal Communication

Written Communication

Active Listening

Empathy

Problem Solving

Critical Thinking

Adaptability

Education

High school diploma or equivalent

Tools

Zendesk

Job description

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