Call Center Associate

Job Summary

The Call Center Associate manages all internal and external store/customer support communications. This includes providing initial troubleshooting for store support requests and fielding store support tickets/calls for all Home Office departments.  

This role manages initial and ongoing customer feedback communications with stores and Home Office via our support platform(s) (email, social media, telephone, etc.). They will also provide BIGGBY® rewards account/card management services to customers.    

The Call Center Associate will provide excellent customer service, gather essential information, and escalate more complex issues as needed. They are able to handle both customer service and basic technical troubleshooting.

Job Type: Full Time, Remote

Shift: Sunday - Thursday, 5:00 am - 1:00 pm EST (subject to change based on team needs)

*Training schedule will be Monday - Friday, 8:00 am - 5:00 pm EST

ESSENTIAL DUTIES AND RESPONSIBILITIES 

• Provide live support and ticket resolution to BIGGBY® store owners, employees, and Area Representatives via the internal call line and ticketing platform.  

• Initial troubleshooting and ticket creation/management/resolution includes:  

• Store level operational issues regarding technology/software programs 

• Assistance with and resolution of questions related to day-to-day operations 

• Provide initial and ongoing support in the form of troubleshooting and ticket creation/management/resolution for consumers and Home Office staff using the BIGGBY® Hotline and ticketing platform.  

• Serve as first point of contact and liaison for end consumer feedback, including but not limited to: staff, service, store and product feedback 

• Provide BIGGBY® reward card and account management services, including, but not limited to: 

• Consumer profile updates and instructions 

• Investigating and resolving rewards and balance discrepancies 

• Troubleshooting consumer facing app and online ordering functionality issues 

• Escalate unresolved issues to next-level support  

This document represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. Other duties may be assigned.  

Minimum Requirements

Education 

• High School Diploma or equivalent required 

Experience  

• 1 year of customer service/retail experience required 

• 1 year of call center experience highly preferred 

• 1 year of BIGGBY® COFFEE Store experience preferred  

Knowledge 

• Proficient in MS Office Suite  

• Knowledge of Fresh Desk Ticketing platform (or similar system) highly preferred  

• Experience in triaging and troubleshooting issues 

Ability 

• Basic IT and operational troubleshooting abilities preferred 

• Ability to maintain professional and calm demeanor in critical incidences  

• Must be able to communicate clearly in written and spoken English  

• Excellent communication skills, both written and verbal, with a customer service-oriented mindset 

• De-escalation skills 

• Problem-solving mindset 

• Ability to multitask and work cooperatively with others 

• Prioritize tasks based on urgency and importance 

• Detail oriented 

• Analytical skills 

• Ability to excel in a remote work environment, both independently and as a member of a team 

• Ability to manage stress and conflicts in a work setting 

Physical Requirements 

• Prolonged periods of seated work 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

Other Requirements  

• Reliable internet and setting to perform job remotely 

• Non-traditional work hours required 

COMPANY OVERVIEW 

At BIGGBY® COFFEE we are committed to supporting people in building a life they love! We are an aspiring conscious company and we are always looking for individuals to join our team who possess a desire to grow and a willingness to share as a professional and individual. We are a 100% franchise company that has grown to almost 400 locations in 13 states since we started in 1995! 

BIGGBY® COFFEE fanatics consume about 2,500,000 pounds of coffee a year. By 2028, we plan to be 100% farm-direct. Farm-Direct means that we buy directly from the coffee producer and eliminate as many of the unnecessary people in the middle. In turn, those savings go to the farmer to ensure their economic viability and prosperity. Join us on our mission to put a Name, a Face, and a Place to every cup of coffee we serve.  

VALUES & BENEFITS 

At BIGGBY® COFFEE we are committed to supporting people in building a life they love. Acceptable candidates will possess a desire to grow and a willingness to share as a professional and individual. Our core values are: 

Love Unconditionally – Have faith in people and assume their good intentions. Extend grace at no extra charge and illuminate every interaction with love. 

Embrace Growth – Harness the power of limitless possibilities - take risks, fail fast, adapt, grow. 

Live Consciously – Be present, self-aware, and mindful of others. Know who I am and who I want to be. Always have a positive impact on those around me. 

Have Courage – Recognize fear, but challenge what I am afraid of. Be bold, take leaps and embrace the potential to fail. Do the brave thing. 

Kick-Ass – Work with enthusiasm, intensity, and passion. Stay focused and give it everything I’ve got. Push limits and go beyond expectations. 

BENEFITS & PERKS 

As a full-time Home Office employee, you would receive a variety of benefits including: 

- 5 days of vacation days as a new hire. Vacation days will then increase with your tenure.  

- 12 PTO days, 2 Floating Holidays, and 3 Volunteer Days per calendar year. 

- 13 Company-Paid holidays per year.  

- A paid sabbatical after every 5 years of employment.  

- Family Care Plan (maternity/paternity) 

- Bereavement days 

The BIGGBY® COFFEE Corporate Office also offers ST/LT disability, 401K w/ employer match (up to 4%), $100,000 company-paid life insurance, and medical, dental, & vision insurance. 

We also offer numerous perks including a remote office set-up bonus, a fixed monthly allotment, flexible scheduling, a wellness program, discounted pet insurance, discounted BIGGBY® merchandise, discounted college tuition through Davenport University, and more! 

BIGGBY® COFFEE loves you for who YOU are. We exist to love people and that includes you! Global Orange Development, LLC is an Equal Opportunity Employer. We encourage and welcome all applicants, whether a member of the LGBTQ community, people with disabilities, Black, Indigenous, and all other People of Color. BIGGBY is striving to be a safe place for you to be you and does not discriminate on the basis of actual or perceived race (including traits historically associated with race including but not limited to, hair texture and hair styles), color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, pregnancy-related conditions, and lactation), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances. 

*Candidates will be placed in the salary range based on relevant skills and experience requested for the role. 

**Applicants must reside or relocate to a state the BIGGBY® COFFEE Home Office is registered to conduct business in, which are MI, OH, MA, CT, SC, and KY. 

Salary : $16 - $24