REMOTE Sales & Guest Services Associate

Our Sales & Guest Services associates are responsible for answering incoming calls and emails for the call center at Sprinkles. You will play a vital role in supporting our bakeries by providing a quality guest experience and a voice to our guests who would like to express feedback or gain more information about our product offerings. You will handle incoming calls for orders to be placed or modified. You will also handle incoming guests’ concerns or suggestions and inform our guests about promotions that may be offered at that time. You will be trained to serve as a subject matter expert on all products and will be empowered to recommend products with confidence while handling guest experiences or concerns with care and urgency.

This is an ideal role for someone who has worked in restaurants or hospitality and is looking for a more office-based setting but still wants to be committed to a memorable guest experience. This is an hourly role.

Responsibilities:

• Answer 50-100 calls per day with a positive, enthusiastic, and professional attitude always.
• Be a great listener to direct callers to the appropriate bakeries or departments or follow up with delivery services for them or remedy the situation.
• Respond to guests’ emails and funnel the information to the bakery level so we can remedy the issue.
• Act as a liaison between bakeries and guests on special or unique requests.
• Process payments using our online payment system and assist with returns and other transactions for customers online and over the phone.
• Understand the guest’s needs so you can recommend the best solution to encourage guests to consider additional items to their orders such as Pup-cakes or our cupcake trays to help support their needs.
• Occasionally provide support in additional areas like boxing and shipping retail items such as t-shirts, Cookbooks, etc.
• Respond to online reviews from platforms like Yelp. Problem-solve with the bakery.

Requirements

• Committed to exceptional guest service to make the guest experience right every time.
• Able to sit for long periods of time at a computer and on the phone through the entirety of the shift except for designated breaks times.
• Able to carry yourself in an energetic, positive way and be confident even during sometimes difficult conversations with guests - not easily shaken by unhappy callers.
• Able to be a creative problem solver and think quickly and strategically to service our guests.
• Able to take detailed notes and communicate the situation audibly, written and/or verbally as needed. Able to use Outlook Email and learn our online ordering system.
• This role requires a high amount of detail. You should be meticulous with order details so we can ensure the highest quality and best experience.
• Strong follow-up and the ability to speak confidently over the phone in various situations is also a key to success.
• Able to commit to a flexible schedule with a minimum of 35 hours per week including some weekends and/or nights as needed. This could be as early as 7am and as late as 9pm.

• NOTE: This is a fully remote position but has the option of reporting to our HQ office, which is in Austin, Texas where masks are required, and social distancing is in place. Training will be performed remotely.

• Sprinkles is an Equal Opportunity Employer