Customer Service Associate

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver exceptional customer service via phone, chat, email, and various support channels.

• Address customer inquiries, concerns, and requests effectively.

• Assist clients with their orders, products, accounts, and general questions.

• Engage in active listening to determine the optimal solution for each customer.

• Manage customer issues with empathy, patience, and a positive demeanor.

• Resolve problems while upholding a high standard of customer service experience.

• Accurately record customer interactions in the designated systems.

• Adhere to established processes, policies, and service standards.

• Collaborate with team members and other departments to address customer issues.

• Contribute to creating a friendly, positive, and unforgettable customer experience.

• Support a rapidly growing specialty coffee and beverage retail company through effective customer care.

⛳️ Requirements

• A minimum of 2 years of experience in a call center or contact center environment.

• Strong verbal and written communication skills in English.

• Excellent customer service and interpersonal abilities.

• Strong problem-solving skills and active listening capabilities.

• Comfortable managing customer inquiries in a high-paced atmosphere.

• Ability to navigate multiple systems and applications efficiently.

• A strong and reliable wired internet connection.

• A quiet remote work setting with an uninterrupted power source and backup internet/power.

• Availability to work from 8:00 AM to 5:00 PM PST, five days a week, with fixed weekends off.

• A licensed Windows computer with a serial number; customized, jailbroken, or homemade devices are not permitted.

• A functional webcam and camera for training sessions and one-on-one conversations.

• A working headset with a microphone; speakers are not allowed during calls.

• Willing to install CrowdStrike on the personal computer or laptop.

• Willing to install third-party screen capture software and necessary Microsoft components: Windows Installer 2.0 or later, Microsoft Visual C++ 2019 Redistributable 32-bit, and Microsoft .NET Framework 4.6.2 or 4.7.x.

• Willing to download DUO Mobile for multi-factor authentication.

• A download speed of at least 25 Mbps with a latency (RTT) below 200 ms.

• An Intel Core i7 with 500 GB HDD or an AMD Ryzen 7 processor.

• 16 GB of RAM.

🏝️ Benefits

• Fully remote work arrangement.

• Medical, dental, vision, and ancillary benefits effective from the first of the month following 60 days of employment.

• Paid Time Off (PTO).

• Eligibility for 401(k) Retirement Plan after 6 months of employment.

• Fixed weekends off.

• Opportunities for career growth and development.

• A customer-focused team environment.

• Work from the convenience of your home.