Customer Care Associate

Farmers To You is committed to healthy farms, healthy families, and a healthy planet. We are an online farm-to-table grocer focused on developing lasting partnerships and mutual understanding between our customers and the growers who produce the amazing food we sell. The majority of our sales are currently in the Boston area, with additional sites in Central VT, and the Champlain Valley. The FTY Team is passionate about working collaboratively to change the food system and build strong connections between the families and farmers who feed and support each other.

Position overview

The Customer Care Associate works with the CC Team Lead to execute projects and tasks that improve retention and further the goals of the Customer Care team. They work to provide the highest level of customer care to all partner families by anticipating and alleviating customer issues, helping the CC Lead to define and track metrics, and assisting with the development of CC policies and procedures as well as a broad and effective onboarding program.

Primary Duties and Responsibilities

• Monitor the customer care email inbox and respond to phone inquiries during scheduled shifts.
• Visit our pickup sites in Boston to engage with customers and provide a friendly, welcoming presence.
• Work with the CC Lead to move our systems towards greater efficiency, higher retention rates, and minimization of errors
• Anticipate and identify opportunities for procedural and systematic improvements and report them to the CC Lead
• Work with the CC Lead and the Development Team to optimize the Admin Panel (our shopping platform) for Customer Care
• Take ownership of tasks and responsibilities delegated by the CC Lead, and report to the CC Lead on progress
• Take direction from the CC Lead to report and act on trends in customer feedback to increase order size and consistency in order placement
• Work with the CC Lead to report on cross-departmental issues and objectives
• Connect with our new partner families over the phone to establish strong relationships with them and improve our onboarding process

Essential Skills & Qualifications

• Customer Service experience
• Ability to manage project tasks and report on progress
• Strong organizational skills
• Strong verbal communication skills – experience making business-related phone calls is a plus
• Strong written communication skills
• Desire to learn new technologies, new skills in writing, marketing, and project management
• Desire to learn and grow alongside team members and peers
• Knowledge of sustainable food, cooking, and/or seasonal eating is a plus

Hours & Location

• Position based in Boston, MA
• Part-time, hourly
• Hybrid in-person/remote

Disclaimer

Duties, responsibilities and activities may change or new ones may be assigned at any time as needed.

EEO Statement

Farmers To You (FTY) is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of any kind. FTY is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at FTY are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, family or parental status, sex, gender, sexual orientation or any other status protected by the laws or regulations in the locations where we operate. FTY will not tolerate discrimination or harassment based on any of these characteristics. FTY encourages applicants of all ages and abilities.

To Apply

Please send a resume and letter of interest to max.anderson@farmerstoyou.com.

Job Type: Part-time

Pay: From $21.50 per hour

Expected hours: 15 – 25 per week

Benefits:

• Flexible schedule
• Paid time off

Shift:

• 4 hour shift
• 8 hour shift
• Day shift
• Evening shift

Experience:

• Customer service: 1 year (Required)

Shift availability:

• Day Shift (Required)
• Night Shift (Required)

Ability to Commute:

• Cambridge, MA 02138 (Required)

Work Location: Hybrid remote in Cambridge, MA 02138

Salary : $22