Position Summary

As a Seasonal Customer Experience Associate, you are the champion of customer service and fulfillment operations. You are responsible for supporting customer service via phone, email, and/or chat, answering questions, placing orders, and helping to resolve issues with order placement, fulfillment, and delivery.

Our Customer Experience Associates are fun, energetic, and engaging in all of their interactions. They thrive on giving great service and are driven to discover new and creative ways to solve problems. This position is temporary, starting October through the end of the year.

Who You Are

• Organized: You keep track of all the moving parts. You enjoy working in a dynamic and fast-paced environment, and multi-tasking is no problem.
• Action-Oriented: You always look for what you can do for the customer rather than what you can’t. You assess problems and make thoughtful, educated decisions to exceed customers’ needs and build repeat business.
• Genuine: You naturally treat customers like a good friend and enjoy chatting with anyone on the phone. Whether it’s talking about a favorite cheese, guiding someone through using the website, recommending a pairing item for a menu, or addressing a fulfillment issue, you are friendly and authentic in your approach.
• Confident: Things happen and you’re OK with that! You are calm, cool, and collected in all of your customer interactions. You are clear and engaging in your communication, always with the intention of making the customer happy.
• Active Listener: You actively listen to key words or phrases allowing you to assess customers’ needs and tailor the experience to them. You make it known that you’ve heard what they’ve said so you can continue to build trust and credibility in your sales process.
• Team Player: You communicate professionally and proactively with peers on your team and in other departments to find win-win solutions. You’re not afraid to ask for help when you need it!

What You Do

• Customer Service: Put the customer first by answering inbound calls, emails, and chats. Resolve customer questions, complaints, and feedback accurately on their first contact. Work through the team’s voicemail, email inbox and chat functions daily, keeping the team updated on outstanding issues and success stories.
• Fulfillment: Work with our order fulfillment team to ensure orders are processed and shipped, troubleshooting existing orders that need extra attention.
• Coordinate with Shipping Partners: Keeping an eye on all packages that are in transit on a daily basis. Set up messenger deliveries for in-town shipments and work with FedEx to troubleshoot any packages that run into issues reaching their final destination.
• Collaborate: Join forces with other departments to manage operations and problem solve day-to-day.
• Additional duties as assigned.

What We Need From You

• Availability between 10/01/2024 and 01/01/2025.
• 2+ years administrative, operational, and/or customer service experience in a fast-paced office environment
• Impeccable communication and problem-solving skills
• Ability to type 60-70+ WPM with flawless grammar, professional tone, and formatting
• A reliable computer and broadband connection
• A quiet workspace that allows for uninterrupted phone-based customer service
• Proficient in Microsoft Outlook, Word, PowerPoint, and Excel
• Experience working with Netsuite or another cloud-based ERP/CRM like Salesforce or Epic is a plus
• Experience working in food service or sales a plus
• Knowledge and passion for cheese and gourmet grocery
• Weekend availability during November, December required

Work Perks

• 100% remote – work from anywhere in the U.S.
• Weekly pay
• Product and class discounts

E-Verify Notice

• This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. Please see the attached notice for more information.
• Este empleador participa en E-Verify y proporcionará al gobierno federal la información de su Formulario I-9 para confirmar que usted está autorizado para trabajar en los EE.UU.. Por favor, consulte el aviso adjunto para obtener más información.