Offer summary

Qualifications:

At least 1 year of customer-facing experience or a college degree required., Proficiency with Office 365 and Windows system/internet navigation is essential., Excellent verbal and written communication skills in English are required., Ability to type at least 40 words per minute. .

Key responsabilities:

Analyze customer situations and provide strategic solutions using best practices.

Ensure customers have up-to-date information about their orders.

Collaborate with other departments to support customer needs and company goals.

Provide friendly and efficient solutions through various communication channels.

Job description

Job Summary

Shift: 8:30 AM – 5 PM Pacific Time or local time zone equivalent, Monday through Friday

60-Day Training Period: 6:30 AM – 3 PM Pacific Time or local time zone equivalent, Monday through Friday

The Customer Solutions Specialist position is an action-oriented role where critical thinking is required to assist customers by utilizing multiple software tools to navigate customer accounts, research questions, solve problems, and communicate effective solutions.

Culture is important to us; we stay connected through video meetings, training sessions, and collaborative forums, and provide opportunities for you to connect with other employees from across the country every day.

Responsibilities

Use best practices when analyzing customer situations, investigating problems, and providing strategic solutions within our business model
Ensure that customers always have the most complete and up-to-date information about the status of their orders
Switch tasks as needed based on the current needs of the department
Partner with other departments within and outside of Customer Solutions to support both the customer and the company
Approach escalated customer situations with care and tact utilizing de-escalation techniques to maintain the relationship and drive towards a resolution
Receive regular feedback from teammates, Team Leaders, and Quality Assurance to continuously fine tune skills and abilities
Foster a team-oriented environment by maintaining a positive, professional attitude in all correspondence both within and outside the company
Be flexible and adapt to change as we continue to grow as a company
Regularly connect via video for one-on-one meetings as well as team meetings
Continue to invest in your own learning and training to enhance your abilities in the role
Provide friendly, efficient, and accurate solutions for customers through phone, live chat, and e-mail with the goal of an excellent customer experience, enhanced customer loyalty, and increased business sales

Physical Requirements

Work is performed while sitting/standing and interfacing with a personal computer.
Requires the ability to communicate effectively using speech, vision, and hearing.
Requires the regular use of hands for simple grasping and fin manipulations.
Requires occasional bending, squatting, crawling, climbing, and reaching.
Requires the ability to occasionally lift, carry, push, or pull medium weights, up to 50lbs.

Remote Work Qualifications

Access to a reliable and secure high-speed internet connection. Cable or fiber internet connections (at least 75mbps download/10mbps upload) are preferred, as satellite connections often cannot support the technologies used to perform day-to-day tasks.
Access to a home router and modem.
A dedicated home office space that is noise- and distraction-free. The space should have strong wireless connection or a wired Ethernet connection (wired connection is preferred, if possible).
A valid, physical address (apartment, suite, etc.). PO Boxes are not supported, as a physical address is required for you to receive your computer equipment.
The desire and ability to work and communicate with other team members via chat, webcam, etc.
Legal residents of one of the following states: (AK, AL, AR, AZ, CT, DE, FL, GA, IA, ID, IN, KS, KY, LA, MD, ME, MI, MN, MO, MS, NC, ND, NH, NM, NV, OH, OK, PA, SC, SD, TN, TX, UT, VA, VT, WI, WV, or WY). H-1B Visa Sponsorship Not Available, W2 only.

Experience

At least 1 year of customer-facing experience or a college degree required
Proficiency with Office 365 (Outlook, Word, Excel, PowerPoint) and Windows system/internet navigation required
Excellent verbal and written communication skills; conversational fluency in English required
40 Words Per Minute (WPM) typing speed required
Consistent 75mbps download/10mbps upload internet speeds are required
The ability to work a training schedule of 9:30 AM – 6 PM ET or local time zone equivalent, Monday through Friday, during the 60-day onboarding period
The ability to work 11:30 AM – 8 PM ET or local time zone equivalent, Monday through Friday, after the 60-day onboarding period

Education

College degree preferred.

Desired Traits

Ability to communicate via phone, chat, and e-mail in a fast-paced environment
Ability to manage multiple priorities and tasks at one time
Ability to understand and adapt to a of variety of personalities and communication styles both inside and outside of the company
Ability to work on a team and independently
Ability to follow through and meet deadlines
Demonstrated ability to think critically and solve complex problems efficiently and effectively
An internal drive to succeed and a desire to learn and grow
A concern for helping others and doing the right thing by them
Innovation and the ability to challenge the status quo

Company Overview

The foodservice professional’s premier source for restaurant equipment, supplies, and knowledge online. Our purpose is to empower and equip people to run their businesses more profitably and efficiently.

Benefits