Customer Experience Associate

Customer Experience Associate Job Locations US-Remote ID 2024-6017 Category Operations Employment Type Regular - Full Time Remote Yes Shift 1st Scheduled Days Off 6-Saturday, 7-Sunday This Is Who We Are Founded in 2013, Home Chef is the leading meal solutions company with both a retail and online presence. Available online at homechef.com and in retail at more than 2,100 Kroger grocery stores, Home Chef is committed to inspiring and enabling more people to cook simple, delicious meals, no matter how busy they are. Home Chef is thrilled to introduce our new brand, Tempo Tempo features a rotating selection of ready-to-heat meals delivered directly to your door. These meals are better-for-you versions of familiar favorites, designed to save you time and reduce stress while maintaining a healthy lifestyle. Our Tempo menu includes options that are protein-packed, fiber-rich, calorie and carb conscious, keto-friendly, and dietitian-approved. Similar to our recipes, we recognize that variety is the spice of life, and therefore, our employees also bring their uniqueness and color to our fantastic team. We’re eager to work with humble team players and pragmatic next-level thinkers to innovate on Home Chef’s offerings. Overview The Customer Experience Associate is primarily responsible for handling fundamental customer issues such as making account updates, assisting with the use of the platform, and documenting incidents via live support channels. You will train and learn the platform’s basics and use in-house resources, problem-solving, and people skills to support customers. We aim to live our values in every interaction and are looking for customer experience associates who care deeply about making cooking easier. As a Customer Experience Associate, you will spend your time working directly with customers via chat, phone, and email. This is a full-time (40 hours/week) position. In addition to wages, associates who perform above standards will be eligible for quarterly incentives and rewards. Responsibilities Participate in ticket handling: Our shift schedules remain static, but your activities per shift will remain fluid and change depending on business needs. Flexibility and adaptability are required when approaching daily ticket-handling responsibilities. Assist customers in the Home Chef experience across our multi-live channels (voice/email/chat). Efficiently address & solve user issues primarily via live channels while maintaining & exceeding KPIs aimed at customer satisfaction, productivity, and accuracy. Build connections and trust with your customers, calmly and professionally handle their concerns, and quickly get them a resolution. Be organized, accountable, and responsible – using your resources to keep informed of all site and policy changes as they occur and be able to articulate them accurately and succinctly to support customers. Anticipates and responds with energy to new challenges, the unfamiliar, and the urgent. Put yourself in the customer’s shoes and help identify their needs, be their advocate, and ensure we are continuously improving. Be comfortable and professional in de-escalating stressful situations and having difficult conversations. Aggregating customer feedback and assisting us with development/product roadmap decisions. Research and understand current trends and issues from customers: Participate in daily/weekly team meetings and stand-ups. Actively looks for trends in our customer inquiries. Researches and resolves complicated issues. Contributes to the root-cause analysis of new bugs, operational misses, and service disruptions. This position requires 0-10% travel. Qualifications The requirements listed below are representative of the knowledge, skill, ability, and/or other characteristics needed for this role. Reasonable accommodations may be made to enable individuals with disabilities. General high school degree or equivalent (e.g., GED). Minimum 1 year of customer service experience; contact center experience preferred. Excellent customer service skills: You exhibit empathy, courtesy, kindness, efficiency, confidence, and helpfulness. Tech-savvy and adaptable in navigating online tools and systems. Bonus if you are familiar with Zendesk, Slack, and Google Suite. Excellent writing skills: You must have a strong command of grammar and spelling. You can type a min of 50 wpm. Analysis skills: You understand how to spot trends and research common themes. Communication skills: You must speak clearly, calmly, and persuasively in both positive and negative situations with professionalism and respect. Strong critical thinker and adept at problem-solving. Interpersonal skills: Remains open to others’ ideas and exhibits willingness to try new things. Dependable & Autonomous: You are consistently on time for your scheduled shift, follow instructions, respond to management direction, and solicit feedback to improve performance. Pay Range: $17.50/hr + Bonus Opportunity More About Us Perks and benefits: Comprehensive Medical, Dental, and Vision Insurance – benefits start the 1st day of the month following your start date Company-paid Life Insurance, Short Term Disability, and Long Term Disability 401(k) Employer match Flexible spending accounts (FSA) for qualified Medical, Dependent Care, Parking, or Transit expenses Flexible paid time off (PTO) policy, holidays and sick time Generous Parental Leave State-of-the-art office in the historic Old Post Office building in downtown Chicago, close to multiple Metra and CTA options, and amenities such as a food court, onsite gym, and communal rooftop space Discounts on Home Chef meal kits and at Kroger stores Casual dress in a fun, friendly, and collaborative work environment Candidates can experience Home Chef as a customer - enter promo code PEOPLE30 for $30 off your first order How We Work Together We are humble team players. We are warm and gracious with team members and customers. We seek feedback to improve ourselves - and respectfully listen to and accept input. We are pragmatic next-level thinkers. We come up with novel and unique ideas. We explore new strategies to avoid being constrained by conventional thinking. We take ownership. We approach ambiguous problems, prepared to dive in, get curious, and learn more. We are results-driven, always challenging ourselves to exceed goals. Be at Home at Home Chef We all show up authentically at Home Chef. Our team includes individuals with a variety of identities, backgrounds, and perspectives. You can trust that you’ll be able to bring your whole self to an inclusive and enjoyable workplace. We welcome people of all races, colors, religions, national origin or ancestry, sex (including sexual identity), age, physical or mental disabilities, pregnancy, veteran or military status, unfavorable discharge from military service, genetic information, sexual orientation, marital status, order of protection status, citizenship status, arrest record or expunged/sealed convictions, or any other legally recognized protected basis under federal, state, or local law. Home Chef is committed to the full inclusion of all qualified individuals. As part of this commitment, Home Chef will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, or to receive other benefits and privileges of employment, please contact our People team at hr@homechef.com . Home Chef is an equal opportunity employer. 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