Senior Fan Experience & Consumer Care Specialist

The Magnum Ice Cream Company; South Burlington (VT); On-site; USD 54,000 - 68,000; Full time

Benefits offered by this job

Health Insurance and Benefits

Retirement Savings

Life Insurance & Disability

Parental Leave

Sick Leave

Paid Vacation & Holidays

Voluntary Benefits

Job summary

The Magnum Ice Cream Company in Vermont is seeking a customer care ambassador to engage fans across email, phone, mail, and live chat, delivering exceptional service with empathy and professionalism.

You will manage consumer inquiries, maintain records, and collaborate with cross-functional teams to support product launches, campaigns, and brand initiatives. This role offers growth in a dynamic, consumer‑facing environment with a strong focus on customer love and data‑driven service.

Qualifications

• 2–3 years of experience in a fast-paced, consumer-facing environment.
• Bachelor's degree in Business, Communications, or equivalent combination of education and experience.
• Experience supporting customers across multiple channels, including phone, email, chat, and written correspondence, while maintaining a high level of service and professionalism.
• Excellent verbal and written communication skills, with highly developed listening abilities.
• Demonstrated ability to prioritize and manage a high volume of inquiries across multiple communication channels.
• Proficiency in Microsoft Office Suite (Outlook, Excel, Word) and ability to quickly learn contact management, CRM, and reporting systems.
• Strong attention to detail with experience maintaining accurate records, managing data entry, and completing repetitive tasks accurately, efficiently, and confidentially.
• Proactive and resourceful, with the ability to build cross-functional relationships and navigate challenges effectively.
• Demonstrated ability to work independently and productively and take ownership of both daily responsibilities and additional projects.
• Ability to perform onsite operational responsibilities, including handling incoming and outgoing mail and scanning and processing documents.

Responsibilities

• Engage with fans across email, phone, mail, and live chat regarding products, Scoop Shops, campaigns, and other inquiries, delivering exceptional service with empathy, professionalism, and care.
• Handle escalated cases with sound judgment and composure, resolving complex consumer concerns while maintaining a positive fan experience.
• Maintain accurate consumer records by documenting interactions, scanning and uploading correspondence, and updating consumer engagement systems to support timely issue resolution.
• Maintain accurate information for knowledge library to support team’s ability to accurately and efficiently answer fan inquiries.
• Coordinate with Quality team to ensure efficient communication regarding foreign objects and cases that require further investigation.
• Participate and collaborate on cross-functional work teams to address improvement initiatives and answer business questions. Provide project status updates to team and manager on a regular basis.
• Play a key role in building brand and fan love through creating meaningful and thorough consumer interactions
• Manage incoming and outgoing consumer mail, ensuring timely processing, documentation, and response coordination.
• Utilize consumer engagement and business tools, including Salesforce, Microsoft Office Suite (Excel, PowerPoint, Outlook, Word), and other systems required to support consumer care operations, reporting, and project work.

Skills

Customer service experience

Multichannel support

Verbal and written communication

High-volume handling

Attention to detail

Independent work

Education

Bachelor's degree in Business, Communications, or equivalent combination of education and experience

Tools

Microsoft Office Suite (Outlook, Excel, Word)

Job description

The Magnum Ice Cream Company in Vermont is seeking a customer care ambassador to engage fans across email, phone, mail, and live chat, delivering exceptional service with empathy and professionalism.

You will manage consumer inquiries, maintain records, and collaborate with cross-functional teams to support product launches, campaigns, and brand initiatives. This role offers growth in a dynamic, consumer‑facing environment with a strong focus on customer love and data‑driven service.