Customer Experience Specialist

3 weeks ago


Étreux, Hauts-de-France, United States Bevi Full time

About the Role

We are seeking a highly skilled Customer Care Specialist to join our best-in-class Customer Support Team at Bevi. As a key member of our team, you will use your independent judgment as an expert troubleshooter, coach, and diagnostician with regard to Bevi machines. Your primary responsibility will be to serve both our Direct and Partner customers via phone and email, ensuring our machines are running at peak performance.

Key Responsibilities

  • Work on projects that require independent judgment, decision-making, and critical thinking, such as the creation and implementation of service processes, guidelines, and other documentation.
  • Assess existing troubleshooting processes, particularly those impacting the customer experience, and provide improvement recommendations on a continuous basis.
  • Routinely troubleshoot processes related to Bevi machines, including the support of non-routine failures without documented guidance.
  • Provide guidance on installations and preventative maintenance to improve the customer experience.
  • Lead troubleshooting efforts for machines via phone and email (training will be provided).
  • Support upsell and inbound inquiries that turn into Sales leads by answering questions, providing information, and routing these to the appropriate internal team.
  • Close the loop by communicating opportunity areas back to the company via process improvements and ticket trends for our engineering teams.
  • Help partners with contract questions and overall system usage analysis.
  • Initiate RMAs for parts that will be processed by our Quality Engineers.
  • Be the voice of the customer to deliver upon our brand promise on customer service.
  • Answer warranty questions and provide guidance on next steps.
  • Schedule proactive and reactive service calls around the country.
  • Identify areas of opportunity for our customers, such as flavor changes, proper maintenance tips, better service processes, new product additions, and competitive presence.

Requirements

  • Proficiency in utilizing independent judgment and decision making to provide improvement recommendations to stakeholders, and to provide troubleshooting steps for Bevi's customers.
  • Ability to multitask - answering calls, working on incoming emails, completing tickets, helping your team answer questions, and escalating feedback for internal stakeholders.
  • Ensure Bevi's customers receive industry defining technical support.
  • Great attitude and willingness to go above and beyond for an exceptional customer experience.
  • Exceptional verbal support skills on the phone, strong writing skills, and a focus on thorough ticket management and throughput.
  • Move with urgency to solve problems for our customers.
  • Knowledge of CRM/ticketing systems like Zendesk, Salesforce, and Netsuite a plus.
  • College degree preferred.

Benefits

  • Comprehensive medical, dental, and vision insurance plans with BlueCross BlueShield, 95% paid by employer.
  • 401(k) with company match, and environmentally responsible investment options.
  • Flexible PTO plus 9 company holidays, and additional paid days for sick leave, etc. (including sustainability or social justice volunteer events).
  • Generous fully paid parental leave for both birth parents and non-birth parents.
  • Fully employer-paid disability and life insurances.
  • Wellness and fitness reimbursements.
  • Monthly stipends for cell phone use and commuting costs.
  • Onsite snacks and (of course) unlimited Bevi, plus composting and terracycling, too.
  • Happy hours, pancake breakfasts, Hero awards - and more.
  • Join a team that shares our Bevi Core Values:
  • Put Customers First.
  • Be Great to Work with.
  • Raise the Bar Together.
  • Act Like You Own the Business.
  • Be Curious and Ask Why.
  • Champion Sustainability.


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