Hybrid Coffee Machine Support 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

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.