Customer Service Associate
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Job Description
Remote Customer Service Associate supporting customers of a growing specialty coffee and beverage retail company. Handling inquiries, orders, accounts, and concerns across phone, chat, and email.
Responsibilities:
- Provide customer service through phone, chat, email, and other support channels
- Respond to customer questions, concerns, and requests
- Assist customers with orders, products, accounts, and general inquiries
- Listen actively and identify the best solution for each customer
- Handle customer concerns with empathy, patience, and a positive attitude
- Resolve issues while maintaining a high standard of customer experience
- Accurately document customer interactions in the appropriate systems
- Follow established processes, policies, and service standards
- Collaborate with team members and other departments to resolve customer concerns
- Help create a friendly, positive, and memorable customer experience
- Support a fast-growing specialty coffee and beverage retail company through customer care
Requirements:
- 2+ years of previous call center/contact center experience
- Strong verbal and written English communication skills
- Excellent customer service and interpersonal skills
- Strong problem-solving and active listening abilities
- Comfortable handling customer inquiries in a fast-paced environment
- Ability to navigate multiple systems and applications
- Strong/reliable wired internet connection
- Quiet remote-work environment with uninterrupted power source and backup internet/power
- Willingness to work 8:00 AM–5:00 PM PST, 5 days per week, with fixed weekends off
- Licensed Windows computer with a serial number; customized, jailbroken, or homemade devices are not accepted
- Working webcam and camera for training sessions and 1:1 conversations
- Working headset with microphone; speakers are not permitted while on calls
- Willingness to install CrowdStrike on the personal computer/laptop
- Willingness to install third-party screen capture software and required Microsoft components: Windows Installer 2.0 or later, Microsoft Visual C++ 2019 Redistributable 32-bit, and Microsoft .NET Framework 4.6.2 or 4.7.x
- Willingness to download DUO Mobile for multi-factor authentication
- Download speed of at least 25 Mbps with latency (RTT) below 200 ms
- Intel Core i7 with 500 GB HDD or AMD Ryzen 7 processor
- 16 GB RAM
Benefits:
- Fully remote work setup
- Medical, dental, vision, and ancillary benefits effective the first of the month after 60 days
- Paid Time Off (PTO)
- 401(k) Retirement Plan eligible after 6 months of employment
- Fixed weekends off
- Career growth and development opportunities
- Customer-focused team environment
- Work from the comfort of your home
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