Hybrid Customer Care Specialist - Coffee Equipment Support

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

Benefits offered by this job

Medical, Dental, Vision

401(k) match

Life Insurance

Paid Holidays

Employee discount

Onsite gym

Job summary

Groupe SEB Professional North America is seeking a dedicated customer service professional in Irvine, CA. The role entails assisting customers with SEB coffee machines, providing first-level troubleshooting, and initiating service cases in Salesforce.

The position is full-time with a hybrid work arrangement and a focus on delivering empathetic, timely support to clients. Requirements include a high school diploma or GED and 2–4 years of customer service experience.

Qualifications

• High School Diploma or GED or equivalent experience.
• 2–4 years customer service experience.
• Able to think logically to provide answers to customer questions and resolutions.
• Capability to prioritize tasks and multitask in a fast-paced environment.
• Exhibits self-motivation and attention to detail.

Responsibilities

• Engage with customers, clarify information and explain possible solutions.
• Identify and resolve product issues and address customer needs and complaints.
• Troubleshoot with customers via phone and email and perform basic root-cause analysis.
• Create service cases in Salesforce with complete information for dispatch follow-up.
• Review warranty eligibility and document service call records with severity.
• Elevate recurring issues to the escalation point as needed.
• Provide timely, professional support with empathy and effective communication.
• Aim to meet or exceed call center metrics and expectations.

Skills

Customer service

Education

High School Diploma or GED

Job description

Groupe SEB Professional North America is seeking a dedicated customer service professional in Irvine, CA. The role entails assisting customers with SEB coffee machines, providing first-level troubleshooting, and initiating service cases in Salesforce.

The position is full-time with a hybrid work arrangement and a focus on delivering empathetic, timely support to clients. Requirements include a high school diploma or GED and 2–4 years of customer service experience.