Customer Experience Associate
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Job Description
Customer Experience Associate supporting Home Chef’s meal-solution customers across phone, email, and chat. Resolving account, platform, and service issues while identifying recurring trends.
Responsibilities:
- Serve as the front line of communication between Home Chef and its customers
- Respond to customer issues, complaints, and inquiries via phone, email, and chat
- Handle account updates and assist customers with platform use
- Document incidents via live support channels
- Work directly with customers through chat, phone, and email
- Handle voice tickets, including incoming calls, up to 24 hours per week and approximately 10 calls per hour
- Handle email and web form tickets, up to 10 hours per week and approximately 12 tickets per hour
- Respond to inbound AI chat through Helpshift, up to 12 hours per week, within defined SLA periods
- Attend daily/weekly team meetings and stand-ups
- Identify trends in customer inquiries
- Research and resolve complicated issues
- Contribute to root-cause analysis of bugs, operational misses, and service disruptions
- Maintain scheduled online availability and communicate with the team lead regarding missed or declined calls
Requirements:
- Prior experience in Customer Support or related positions (restaurants, retail, etc.)
- General high school degree, or equivalent
- Positive attitude in regards to customer communication, as well as team collaboration.
- Solid communication skills – both verbal and written
- Fledgling analysis skills - understands how to spot trends and research common themes
- Can type a minimum 50 wpm
- Availability to work Monday - Friday from 10:00am - 6:30pm CST
- Availability to attend the entirety of the 3-week training, Monday - Friday 9:00am to 5:30p CST, beginning Monday 10/26
Benefits:
- Candidates can experience Home Chef as a customer - enter promo code PEOPLE30 for $30 off your first order!
- Medical, dental, vision, life and disability insurance available
- Paid holidays, sick time and vacation time
- 401k program
- Flexible spending accounts for qualified medical, dependent care, parking, or transit expenses
- Healthcare coverage
- 401k match
- Paid time off
- Reasonable accommodations for persons with disabilities
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