Customer Experience Agent

4 weeks ago

Rochester, United States Salzman Group Inc Full time
Job DescriptionJob DescriptionDescription:

We are looking for a solution-oriented individual to join our team of coffee experts and take proactive steps to maintain positive experiences. You will have access to a vast array of espresso machines, grinders, coffee makers, and other coffee brewing devices and accessories to become an expert. The Customer Experience Agent is responsible for responding to customer queries in a timely and effective manner via phone, chat, email and live one-on-one video demonstrations. The position blends customer service and sales to ensure customer satisfaction in all aspects of purchasing, owning, and operating a home espresso machine.


Hours and schedule:

The call center operates on a continuous schedule, to included 7 days per week. 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).


The call center is currently open Mon-Thurs from 9:00am-8:30pm, Friday from 9:00am-6:00pm, and Saturday from 9:30am-6:00pm. Shifts are scheduled during these hours and include two 15-minute paid breaks and one 30-minute unpaid lunch.

Requirements:
  • Answer phone calls, emails, and live chats from customers
  • Process customer requests
  • Meet or exceed daily, weekly and monthly goals
  • Become an expert in all domestic espresso/cappuccino equipment
  • Participate in “Coffee Cast,” a live sales and support video service
  • 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

Perks of the position:

  • Modern office setting
  • Training provided; no prior experience needed
  • Competitive pay (based on experience)
  • Competitive health and dental insurance plans
  • 401k plan w/Company contribution (after 1 year)
  • Vacation time, sick time, and paid holidays
  • Fully stocked kitchen in the office for all employees to enjoy
  • Company-sponsored monthly DoorDash pass
  • Unlimited coffee, cappuccinos, and lattes

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