Customer Experience Specialist

Customer Experience Specialist

Company Overview: At Crickler Vending, we provide office vending services and equipment to companies in multiple industries and of various sizes. We specialize in breakroom improvements that leave your staff empowered to take back their day with meal options that are healthy and convenient.

Position Overview:

The Customer Experience Specialist will be responsible for providing an excellent customer service experience to all people who contact Crickler through any of the established modes of communication, such as email, phone calls, and an online texting platform. Additionally, this individual will be responsible for actively developing and improving the Crickler customer service experience by analyzing data, optimizing efficiencies, and improving processes.

Key Responsibilities:

• Review customer service processes and systems to recommend and impliment changes that are more efficient to provide a better experience.
• Identify and impliment opportunities for automation within our customer service department
• Analyze data, such as assessing the volume for each mode of communication and refund types, to drive customers to use the preferred methods of contact and processes to ensure effective changes.
• Maintain customer emails in our operating system and CRM to ensure invoices are delivered.
• Run through invoice listing monthly to ensure invoices are sent out; send additional invoices.
• Maintain invoice portals for specialized customers.
• Correct invoices per client request (PO).
• Answer incoming phone calls related to Crickler accounting department.
• Answer incoming phone calls related to Crickler service department.
• Receive and respond to all customers who place a service call through the text line, website, email, or phone call in a timely manner to provide a high level of customer service.
• Responding to these calls may include initiating a refund, in which case you will need to gather the customer’s information to properly send the refund.
• Create and save all service tickets in Service Works through the central dispatcher and work cohesively with the entirety of the Crickler team.
• Receive and respond to all OCS orders and inquiries that come through via email, phone call, website orders, or any other modes of communication.
• Orders are to be entered in a timely manner to provide enough time to prepare for the order in addition to ensuring that the delivery can go out on the appropriate date.
• Creating OCS orders within our operational system (Seed)
• Orders are to include accurate information for items purchased, pricing, customer, location, delivery dates, etc.
• Ensuring that customers who have certain limitations on what products they can order, such as schools, are only ordering approved products and are being invoiced appropriately.
• Minimums, delivery charges, bottle deposits, and bottle returns are to be applied to all applicable orders.
• Contacting customers via phone calls, or potentially other modes of communication, to receive their OCS orders.
• Contacting customers and following up with them and the internal team to ensure all inquiries are completed and resolved timely and correctly.
• Assist in answering any other general phone calls or customer inquiries that come through.
• This may include operator inquiries such as redirecting calls to the appropriate Crickler team members.
• Monitoring the ‘Talk It’ features on the website to provide instant support to customers on our website who may have questions or need help.
• Tracking and processing refunds through cash, credit card, PayPal, and Venmo. Additionally, auditing and following up with refund inquiries that exceed a certain monetary threshold.
• Take on projects from various departments and aid in the implementation processes to help ensure adherence to changes.
• Any additional tasks as needed.

Qualifications:

• High School diploma or GED equivalent.
• At least two years of customer service experience.
• Experience with Office 365 or Microsoft’s array of products (preferred)
• Proficient in Excel (preferred)

Skills:

• Communication Skills: Excellent verbal and written communication to interact effectively with customers.
• Problem-Solving: Quick and efficient resolution of customer issues and complaints.
• Conflict Resolution: Skills to de-escalate situations and find amicable solutions.
• Attention to Detail: Ensuring accuracy in customer interactions and data entry.
• Team Collaboration: Working well with other team members to provide a seamless customer experience.

Additional Information:

• Monday through Friday
• 8:30am to 5:00pm
• This includes a ½ hour lunch break.
• This may be adjusted for a longer lunch break if preferred.
• This position is based in Rochester, NY
• Work From Home (WFH) Capabilities
• This job does not currently offer WFH abilities.

What We Offer:

• Competitive salary with weekly pay.
• Comprehensive medical, dental, and vision insurance plans.
• 401(k) plan with company matching.
• Paid time off (PTO) with paid holidays.
• A supportive and collaborative team environment focused on growth and innovation.

Salary Range: $18.00 - $22.00 per hour

Job Type: Full-time

Pay: $18.00 - $22.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Shift:

• Day shift

Ability to Commute:

• Rochester, NY 14623 (Preferred)

Work Location: In person

Salary : $18 - $22