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Customer Support Specialist

2 months ago

Rochester, New York, United States Salzman Group Full time

Position Overview:
We are seeking a dedicated and solution-focused individual to enhance our customer service team. As a Customer Experience Agent, you will play a vital role in ensuring that our customers have exceptional experiences with our range of coffee products. You will be equipped with a variety of coffee brewing equipment, enabling you to provide expert guidance and support.

Key Responsibilities:

  • Respond to customer inquiries through various channels including phone, chat, and email.
  • Process customer requests efficiently and accurately.
  • Achieve and surpass daily, weekly, and monthly performance targets.
  • Develop expertise in domestic espresso and cappuccino machines.
  • Engage in live sales and support sessions via our video platform.
  • Collaborate with management and other departments to enhance company processes and support materials.
  • Gather and relay customer feedback to maintain a competitive edge.
  • Provide timely responses to customer emails.
  • Offer expert advice on coffee brewing techniques.
Work Schedule:
The customer service center operates continuously throughout the week. Employees are expected to work five shifts totaling 40 hours per week, with schedules provided one month in advance to facilitate personal planning. Shifts will include a mix of early and late hours, with a requirement to work two weekend days per month.

Benefits:
  • Modern office environment.
  • Comprehensive training provided; no prior experience necessary.
  • Competitive compensation based on experience.
  • Health and dental insurance options.
  • 401k plan with company contributions after one year.
  • Paid vacation, sick leave, and holidays.
  • Fully stocked kitchen available for all employees.
  • Company-sponsored monthly meal delivery service.
  • Unlimited access to coffee, cappuccinos, and lattes.
Compensation:
$18.00-$20.00 per hour