Purity Espresso’s mission is to enhance the world’s well being by producing the healthiest and most sustainable espresso backed by scientific analysis and testing. We promote the wellness advantages of espresso, and are guided by our values of Well being, Science, Integrity, Duty and Development. Our 1000’s of loyal clients rave in regards to the high quality of our espresso and the well being advantages they’ve skilled by ingesting it. In the event you’re concerned about becoming a member of a dynamic, quickly rising firm, we’re in search of respectful and sincere workforce gamers who’re dedicated to steady enchancment and well being.
It is a distant place, with the choice of on-site work if the candidate is situated in Greenville, SC.
Schedule: 9 am – 5 pm EST Monday via Friday, occasional weekend shift potential.
This job place is open solely to U.S. residents.
Advantages listed under job abstract.
Job Abstract
Purity Espresso Buyer Help Representatives are key to the corporate’s success and the satisfaction of its clients. They’re chargeable for multi-channel buyer assist tickets, emails, stay chats, with a selected emphasis on telephone assist. It is a excessive name quantity place, requiring glorious communication expertise and the flexibility to deal with a fast-paced surroundings. They’ll take part in weekly workforce member 1:1 conferences, a weekly division assembly, in addition to quarterly workforce member critiques and departmental strategic planning conferences. Every workforce member is predicted to handle a mean of 150-250 assist tickets weekly by way of electronic mail, name, or stay chat. They may also be chargeable for setting and managing quarterly aims and key outcomes associated to their progress and the efficiency of their division.
Purity’s helpdesk and telephony techniques might be utilized and optimized by the Buyer Help Representatives. They’ll work with different workforce members in Buyer Help and I.T. to enhance the client and worker expertise as customers of those applied sciences.
Buyer Help Representatives will commonly report on assist workload and capability, buyer satisfaction, and concern decision instances. They’ll apply root trigger evaluation to tell different key capabilities of the corporate of alternatives to resolve a buyer concern or optimize the client expertise. They’ll report on to the Buyer Help Supervisor and be a key useful resource for departmental planning and execution.
Job Duties
Departmental Administration:
- Meet key efficiency metrics, together with ticket decision time and quantity, with weekly monitoring and quarterly efficiency evaluations to make sure constant high quality and effectivity
- Take part in weekly Buyer Help conferences to determine, focus on and resolve key points
- Contribute to a Buyer Help scorecard with departmental KPIs and evaluation
- Take part in quarterly strategic planning periods to set aims and key outcomes for Buyer Help division and workforce members that align with firm aims
- Contribute to weekly Buyer Help updates and reporting, highlighting Voice of the Buyer and root trigger evaluation
Methods Administration:
- Use techniques together with Gorgias, Okendo, Skio, Refersion, Smile, Shopify, and Shipstation
- Helps with Gorgias helpdesk system performance and administration
- Helps assign unassigned circumstances whereas serving to enhance the automated project of tickets when potential.
- Help with knowledge segmentation in order that tagging and intentions present correct and helpful knowledge
- Help with the auditing, modifying, and optimization of macros
- Helps with Okendo evaluation system performance and administration
- Accountable for evaluation administration, together with the publishing, response, and reporting on web site and product critiques
- Educated on processes for buyer assist in Skio, Refersion, and Smile
After Gross sales Help:
- Present assist to multi-channel buyer inquiries together with Amazon, wholesale, affiliate, subscriber, and direct customers
- Present options for buyer questions, complaints, or wants in a well timed method from a number of channels together with web site, stay chat, Amazon, wholesale and associates
- Order entry, cancellation or modifications
- Present details about Purity Espresso and its merchandise
- Advise on questions in regards to the buying, storing, grinding, and brewing of espresso
- Route unassigned tickets to the suitable workforce members
- Use assist desk software program to watch and handle buyer points
- Present educated responses to buyer questions relating to services and products
- Analyze buyer points to find out alternatives to enhance buyer satisfaction and talk that to the suitable workforce mates to affect modifications
Job Necessities
- Expertise with Buyer Help, Buyer Expertise, or Buyer Service
- Glorious communication and problem-solving expertise
- Good interpersonal expertise and talent to work in a workforce surroundings
- Endurance with clients and the flexibility to de-escalate conditions
- Expertise with assist desk software program and distant working instruments is a plus
- Familiarity with espresso, well being, wellness, and/or espresso industries
- Should have a quiet and distraction-free surroundings to take buyer telephone calls
Bodily Necessities
- Engaged on a pc for almost all of the workday
- Lifting and carrying bins (relying on distant / on-site)
- Packaging small shipments (relying on distant / on-site)
Advantages (Some Ready Intervals Required)
- Paid Time Off / Versatile Time Off
- Medical, Dental, and Imaginative and prescient Insurance coverage
- 401K
- Life Insurance coverage
- Private Growth Profit
- Paid Job Coaching and Growth
Purity Espresso is an equal alternative employer and is dedicated to fostering a various and inclusive office. We encourage and have fun the distinctiveness of every particular person and imagine that our variations make us stronger as a workforce.
Our dedication to range extends past race, ethnicity, gender, sexual orientation, incapacity, and veteran standing to create an surroundings the place all staff really feel valued and impressed. We attempt to create a tradition that embraces range and inclusion as a elementary a part of how we function, empowering every worker to contribute their greatest work.
We actively search to draw, develop, and retain people from various backgrounds and views, and we prioritize creating an area the place everybody feels supported, heard, and included. Our dedication to DEI is woven into our hiring course of, worker improvement applications, and total firm tradition.
We imagine that by fostering an inclusive surroundings, we not solely make sure the well-being and progress of our staff but additionally drive innovation, creativity, and success as an organization. Be part of us in our journey to construct a office that displays the varied world we stay in.