Senior Multichannel Fan Support Specialist

Ben & Jerry; Burlington, Northern (VT, KY); Hybrid; USD 42,000 - 60,000; Full time

Job summary

Ben & Jerry's Homemade Inc. in Burlington, Vermont seeks a consumer care specialist to deliver accurate, empathetic, on-brand support to fans across phone, email, live chat, and mail.

The role handles a wide range of inquiries, including escalations, while maintaining a positive, solutions-oriented approach and documenting interactions in our customer engagement databases. You will support onsite operations, coordinate with cross-functional teams, and use Salesforce and Microsoft Office to drive

Qualifications

• 2-3 years in a fast-paced, consumer-facing environment (call center, customer care, or similar)
• Bachelor’s degree in Business, Communications, or equivalent
• Strong verbal and written communication across phone, email, chat, and written correspondence
• Strong attention to detail and ability to maintain confidential records
• Proactive, independent problem-solving, prioritization, and ownership of daily responsibilities
• Proficiency in Microsoft Office Suite and ability to learn CRM, reporting, and other business systems
• Comfort with onsite operational responsibilities including mail handling, document processing, and system-based recordkeeping

Responsibilities

• Engage with fans across email, phone, mail, and live chat with maturity, empathy, professionalism, and strong brand voice
• Research and resolve consumer questions by partnering with cross-functional teams
• Handle escalated or sensitive cases while remaining calm and professional
• Accurately document consumer interactions, claims, correspondence, and follow-up actions in databases and systems
• Maintain and improve knowledge resources to respond accurately and efficiently
• Coordinate with Quality and other partners on cases requiring investigation
• Participate in cross-functional initiatives and provide regular project updates
• Manage onsite consumer care operations, including mail handling and processing
• Use Salesforce, MS Office, and related systems to support operations, reporting, and project work

Skills

Verbal communication

Written communication

Attention to detail

Problem solving

Independent work style

Team collaboration

Education

Bachelor’s degree in Business or Communications

Tools

Salesforce

MS Office

Job description

Ben & Jerry's Homemade Inc. in Burlington, Vermont seeks a consumer care specialist to deliver accurate, empathetic, on-brand support to fans across phone, email, live chat, and mail.

The role handles a wide range of inquiries, including escalations, while maintaining a positive, solutions-oriented approach and documenting interactions in our customer engagement databases. You will support onsite operations, coordinate with cross-functional teams, and use Salesforce and Microsoft Office to drive