Sales & Support Consultant
4 weeks ago
We are looking for a solution-oriented individual to join our team of coffee experts. The position blends sales and customer service to ensure customer satisfaction in all aspects of purchasing, owning, and operating a home espresso machine. To become a coffee expert, you will have access to a vast array of espresso machines, grinders, coffee makers, and other coffee brewing devices and accessories. Communication with customers via phone, chat, email, and live one-on-one video demonstrations is required and expected.
Hours and schedule:
The call center operates on a continuous schedule, 7 days per week, from 8:30am to 8:30pm daily. Employees are expected to work 5 shifts per week for a total of 40 hours. Schedules are meticulously prepared and posted one month in advance to provide employees with ample time to plan and adjust their personal schedules accordingly. This advanced scheduling also facilitates the seamless operation of the call center, ensuring that we are adequately staffed to serve our customers’ needs. To promote a balanced work environment and fair distribution of work hours, employees will typically be scheduled to work a combination of both early and late shifts throughout the month. In addition, employees are expected to be available to work 2 weekend days per month to accommodate the call center's operational requirements (one Saturday or one Sunday, not both days of the weekend).
Responsibilities:
- Meet or exceed daily, weekly and monthly goals
- Become an expert in domestic espresso/cappuccino equipment
- Participate in “Coffee Cast,” a live sales and support video service
- Answer phone calls, emails, and live chats from customers
- Monitor abandoned calls & shopping carts to seek sales opportunities
- Participate in a feedback loop with management and other departments to improve Company processes, policies, and support materials
- Provide management with customer feedback and insights to maintain a competitive advantage
- Answer customer emails within required timeframes
- Provide coffee brewing advice to customers
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