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Customer Engagement Specialist
2 months ago
At GT's Living Foods, LLC, we have remained committed to the traditional brewing method for over 25 years. Our flagship Kombucha is raw, organic, naturally effervescent, and crafted in small batches – always cultured, never compromised. We take pride in being a family-owned and operated business.
As our GT's family expands, we are profoundly grateful for every moment of this journey with you.
Position SummaryWe are looking for a passionate and customer-oriented Customer Engagement Specialist to join our GT's Living Foods team.
In this role, you will serve as the primary liaison for our esteemed customers, addressing their inquiries, concerns, and feedback.
Your outstanding communication skills and problem-solving capabilities will be essential in fostering positive customer relationships and maintaining our company's reputation for exceptional service.
Key Responsibilities
- Act as the main point of contact for customers seeking assistance, information, or resolution of issues related to our products and services, including general inquiries, product education, feedback, and quality concerns.
- Develop a comprehensive understanding of our products, services, consumer promotions, and company policies to provide accurate and reliable information to customers.
- Respond promptly and professionally to a high volume of customer inquiries through various communication channels.
- Foster an environment of authentic and professional consumer connections by focusing on delivering exceptional customer experiences that are engaging, efficient, and personalized.
- Maintain a courteous and composed demeanor while interacting with customers, even in challenging situations.
- Utilize active listening skills to comprehend customer concerns and tailor solutions to meet their needs.
- Generate clear and professional verbal and written responses to customer inquiries, paying attention to detail.
- Proactively anticipate customer needs and provide solutions, directing consumers to the appropriate resolution channels and collaborating with internal teams for escalation when necessary.
- Oversee the coordination and fulfillment of product replacements.
- Accurately document customer information and interactions, ensuring confidentiality and data security.
- Assist in developing systems and reports to document, summarize, analyze, and communicate consumer feedback, comments, and trends to internal stakeholders.
- Perform other duties and projects as assigned.
- 1-3 years of experience in a customer service role with a proven ability to communicate effectively with diverse personalities.
- Customer service mindset with the ability to anticipate customer needs and respond with empathy, patience, and professionalism.
- Strong listening skills and a desire to convert consumers into brand loyalists and advocates.
- Excellent verbal and written communication skills, capable of conveying complex information clearly.
- Strong problem-solving abilities and the capacity to remain composed under pressure.
- Detail-oriented with accurate data entry and record-keeping skills.
- Ability to perform all duties accurately, timely, and professionally within company guidelines while maintaining flexibility in resolving consumer requests.
- Proficiency in Microsoft Word and Excel for documentation and data entry tasks.
- Demonstrated ability to work independently and make empowered decisions that positively impact the customer experience.
- Flexibility to adapt to changing processes and procedures.
- Experience with customer service automation platforms, such as Zendesk, is preferred.
- Health Insurance: Medical, Dental, Vision, LTD Life & Disability
- 401K with Matching
- Employee Assistance Program
- Discounts on the GT's product line
- Corporate Discounts with partners through LifeMart (concert & sporting event tickets, cell phone service, gifts, restaurants, hotels, gyms, childcare, and more)
- On-site corporate gym
- Food trucks available every weekday
- Quarterly employee appreciation events
Monday through Friday (Business Hours)
Dress Code
Use good judgment, considering the nature of the work, personal safety, and the need to interact with the public.
Compensation
$23-$25 per hour
GT's Living Foods, LLC is an Equal Opportunity Employer committed to hiring a diverse workforce and maintaining an inclusive culture.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, protected veteran status, disability, or any other basis protected under federal, state, or local laws.
