Sr. Consumer Services Associate

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., started in 1978 in a renovated gas station in Burlington, Vermont, USA, founded by childhood friends and dedicated activists Ben Cohen and Jerry Greenfield. Soon after, Ben and Jerry developed the ambition of linked prosperity for the business, following a three-part mission: Social, Product and Economic. Central to the mission of Ben & Jerry's is the belief that all three parts of our mission must thrive equally. This translates into a high-paced growth environment without compromising our grassroots and activist spirit.

• Social Mission: We initiate innovative ways to improve the quality of life locally, nationally, and internationally specifically on Climate Justice and Social Justice, Racial Justice, and Economic Justice.
• Product Mission: We make and distribute the finest quality natural ice cream and euphoric concoctions.
• Economic Mission: We operate our Company for sustainable, Profitable financial growth.

About The Magnum Ice Cream Company

As of December 2025, the Magnum Ice Cream Company (formerly a division of Unilever) is a standalone, independent, EUR 7.9 billion publicly listed company, of which Ben & Jerry’s is a member. Magnum is on a mission to create the ultimate snacking company. A place where growth, innovation, founder and ownership mentality, and performance are cultivated and rewarded. And where extraordinary ice cream experiences are crafted - transforming ordinary moments into lasting memories. Because life tastes better with ice cream.

Role Overview:

This consumer-focused frontline role serves as a key voice of Ben & Jerry’s, delivering accurate, empathetic, and on-brand support to fans across phone, email, live chat, and mail. The position handles a wide range of consumer inquiries, including complex or escalated concerns, while maintaining a positive, solutions-oriented approach.

The role also supports onsite consumer care operations, including consumer mail, correspondence processing, and accurate recordkeeping in company systems. Success in this position requires comfort managing high-volume interactions, collaborating with cross-functional partners, and contributing to continuous improvement across the consumer experience.

What you’ll do:

• 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 and identifying practical solutions for a wide range of inquiries.
• Handle escalated or sensitive cases while remaining calm, caring, and professional.
• Accurately document consumer interactions, claims, correspondence, and follow-up actions in consumer engagement databases and systems.
• Maintain and improve knowledge resources that help the team respond to fan inquiries accurately and efficiently.
• Coordinate with Quality and other partners on cases requiring investigation, including foreign object concerns.
• Participate in cross-functional initiatives, support business questions, and provide regular project updates to the team and manager.
• Manage onsite consumer care operations, including incoming and outgoing mail, scanning, processing, and response coordination.
• Use consumer engagement and business tools, including Salesforce, Microsoft Office Suite, and related systems, to support operations, reporting, and project work.

What you’ll bring:

• 2-3 years of experience in a fast-paced, consumer-facing environment, preferably in a contact center, call center, consumer affairs, customer care, or similar customer support setting.
• Bachelor’s degree in Business, Communications, or an equivalent combination of education and experience.
• Strong verbal and written communication skills, with experience supporting consumers across phone, email, chat, and written correspondence.
• Strong attention to detail, with the ability to complete repetitive tasks and maintain accurate, confidential records.
• A proactive, independent approach to problem-solving, prioritization, and ownership of daily responsibilities and projects.
• Proficiency in Microsoft Office Suite and ability to quickly learn contact management, CRM, reporting, and other business systems.
• Comfort performing onsite operational responsibilities, including mail handling, document processing, and system-based recordkeeping.

Our People Profile:

• To support our three-part mission, Ben & Jerry’s also has an outspoken people-mission. We look for people with these characteristics to strengthen our team:
• Purpose-driven: passion and drive to make a real impact with our social mission agenda
• Empathy: curious to collaborate with a variety of personalities and styles and to build excellent relationships with internal & external stakeholders
• Mastery: continuously learn and develop to remain an expert in your functional area
• Autonomy: dare to make choices and take ownership
• Activism: interested in bringing about political or social change
• Equity: recognizing power dynamics and how biases play out in interactions throughout society; this awareness and these skills are necessary so that throughout our business we engage respectfully and make decisions fairly