• Customer Experience Advocate - Seasonal

    Job Locations US-CA-Emeryville
    Requisition ID
    2019-5189
    Job Industry
    Customer Service/Support
  • Overview

    Reporting to the Customer Experience Manager, the Customer Experience Advocate is responsible for providing top tier service to every single customer who contacts Peet’s. Customer Experience Advocates are responsible for providing superior service and product knowledge to our ecommerce and Home Delivery customers. In addition, they provide customer service support to our Retail, Grocery and Licensed Partner consumers via phone, email, webchat and social media channels. The Customer Experience Advocate - Seasonal is a seasonal, FULL TIME non-exempt position.

    Responsibilities

    • Use established Peet’s customer service standards to provide top tier service to all consumers.
    • Use customer service skills to build relationships with customers in an effort to efficiently and empathetically solve problems and address concerns.
    • Develop expertise on all Peet’s coffees, teas, and merchandise; make recommendations, and encourage sales to customers.
    • Become an expert on Peet’s online subscription delivery program and share relevant benefits and value with customers while providing an exceptional experience for both existing and new subscribers.
    • Gain an extensive understanding of all Peet’s business channels (Home Delivery, Retail, Grocery and Licensed Partners/Food Service) to be a brand advocate and provide a flawless experience for both external and internal customers.
    • Process incoming orders and assist customers with their ecommerce and subscription orders.
    • Provide ecommerce and home delivery support for customers, including troubleshooting potential bugs on the website, fulfilling orders, tracking and resolving order issues with shipping and delivery.
    • Utilization of the following programs to ensure rapid resolutions and record of transactions and customer information: DAX, Magento, Zendesk, and Paytronix.
    • Complete basic online account set up, smartphone app troubleshooting, and ability to carry multiple conversations at once.
    • Meet and exceed call center performance standards - as individual volume can vary from 60-100 calls and 400 emails daily depending on seasonal demands and product launches
    • Adhere to employee policies and guidelines and uphold Peet’s vision, mission and values.
    • Collaborate intentionally and proactively with team members

    Qualifications

    • Highly passionate and enthusiastic about serving Peet’s customers
    • Strong verbal and written communication skills – both via phone and rapid email and web chat correspondence
    • A passion for Peet’s and a desire to share that passion and knowledge with customers
    • Exceptional conflict management skills; the ability to maintain a positive and professional attitude
    • Proven problem-solving skills and the ability to remain solution oriented
    • Ability to juggle multiple tasks, use tactful discretion to quell customer concerns, and maintain a positive and solution-oriented demeanor
    • Accurately type at least 45 words per minute
    • Proficient in MS office suite
    • Experience with CRM or ticketing systems such as Zendesk is a plus. Adaptable to learning new software required.
    • Previous customer service/sales experience preferred
    • A desire to have a career and grow at Peet’s Coffee!

     

    Peet’s is proud to be an Equal Opportunity Employer
    For more information about our craft and who we are please visit our website.
    We look forward to hearing from you!

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