Purity Espresso’s mission is to enhance the world’s well being by producing the healthiest and most sustainable espresso backed by scientific analysis and testing. We promote the wellness advantages of espresso, and are guided by our values of Well being, Science, Integrity, Duty and Development. Our hundreds of loyal prospects rave concerning the high quality of our espresso and the well being advantages they’ve skilled by consuming it. In case you’re eager about becoming a member of a dynamic, quickly rising firm, we’re on the lookout for respectful and sincere workforce gamers who’re dedicated to steady enchancment and well being.
This can be a distant place, with the choice of on-site work if the candidate is positioned in Greenville, SC.
Schedule: 9 am – 5 pm EST Monday via Friday, occasional weekend shift doable.
This job place is open solely to U.S. residents.
Advantages listed beneath job abstract.
Job Abstract
Purity Espresso Buyer Help Representatives are key to the corporate’s success and the satisfaction of its prospects. They’re liable for multi-channel buyer help tickets, emails, stay chats, with a selected emphasis on telephone help. This can be a excessive name quantity place, requiring wonderful communication abilities and the power to deal with a fast-paced atmosphere. They are going to take part in weekly workforce member 1:1 conferences, a weekly division assembly, in addition to quarterly workforce member evaluations and departmental strategic planning conferences. Every workforce member is anticipated to handle a median of 150-250 help tickets weekly through e-mail, name, or stay chat. They can even be liable for setting and managing quarterly aims and key outcomes associated to their progress and the efficiency of their division.
Purity’s helpdesk and telephony methods shall be utilized and optimized by the Buyer Help Representatives. They are going to work with different workforce members in Buyer Help and I.T. to enhance the client and worker expertise as customers of those applied sciences.
Buyer Help Representatives will usually report on help workload and capability, buyer satisfaction, and subject decision instances. They are going to apply root trigger evaluation to tell different key features of the corporate of alternatives to unravel a buyer subject or optimize the client expertise. They are going to report on to the Buyer Help Supervisor and be a key useful resource for departmental planning and execution.
Job Obligations
Departmental Administration:
- Meet key efficiency metrics, together with ticket decision time and quantity, with weekly monitoring and quarterly efficiency evaluations to make sure constant high quality and effectivity
- Take part in weekly Buyer Help conferences to determine, talk about and remedy key points
- Contribute to a Buyer Help scorecard with departmental KPIs and evaluation
- Take part in quarterly strategic planning classes to set aims and key outcomes for Buyer Help division and workforce members that align with firm aims
- Contribute to weekly Buyer Help updates and reporting, highlighting Voice of the Buyer and root trigger evaluation
Programs Administration:
- Use methods together with Gorgias, Okendo, Skio, Refersion, Smile, Shopify, and Shipstation
- Helps with Gorgias helpdesk system performance and administration
- Helps assign unassigned instances whereas serving to enhance the automated task of tickets when doable.
- Help with knowledge segmentation in order that tagging and intentions present correct and helpful knowledge
- Help with the auditing, modifying, and optimization of macros
- Helps with Okendo overview system performance and administration
- Chargeable for overview administration, together with the publishing, response, and reporting on web site and product evaluations
- Educated on processes for buyer help in Skio, Refersion, and Smile
After Gross sales Help:
- Present help to multi-channel buyer inquiries together with Amazon, wholesale, affiliate, subscriber, and direct shoppers
- Present options for buyer questions, complaints, or wants in a well timed method from a number of channels together with web site, stay chat, Amazon, wholesale and associates
- Order entry, cancellation or modifications
- Present details about Purity Espresso and its merchandise
- Advise on questions concerning the buying, storing, grinding, and brewing of espresso
- Route unassigned tickets to the suitable workforce members
- Use assist desk software program to observe and handle buyer points
- Present educated responses to buyer questions concerning services and products
- Analyze buyer points to find out alternatives to enhance buyer satisfaction and talk that to the suitable workforce mates to affect modifications
Job Necessities
- Expertise with Buyer Help, Buyer Expertise, or Buyer Service
- Glorious communication and problem-solving abilities
- Good interpersonal abilities and skill to work in a workforce atmosphere
- Persistence with prospects and the power to de-escalate conditions
- Expertise with assist desk software program and distant working instruments is a plus
- Familiarity with espresso, well being, wellness, and/or espresso industries
- Will need to have a quiet and distraction-free atmosphere to take buyer telephone calls
Bodily Necessities
- Engaged on a pc for almost all of the workday
- Lifting and carrying bins (relying on distant / on-site)
- Packaging small shipments (relying on distant / on-site)
Advantages (Some Ready Intervals Required)
- Paid Time Off / Versatile Time Off
- Medical, Dental, and Imaginative and prescient Insurance coverage
- 401K
- Life Insurance coverage
- Private Improvement Profit
- Paid Job Coaching and Improvement
Purity Espresso is an equal alternative employer and is dedicated to fostering a various and inclusive office. We encourage and have a good time the individuality of every particular person and consider that our variations make us stronger as a workforce.
Our dedication to variety extends past race, ethnicity, gender, sexual orientation, incapacity, and veteran standing to create an atmosphere the place all workers really feel valued and impressed. We try to create a tradition that embraces variety and inclusion as a basic a part of how we function, empowering every worker to contribute their greatest work.
We actively search to draw, develop, and retain people from various backgrounds and views, and we prioritize creating an area the place everybody feels supported, heard, and included. Our dedication to DEI is woven into our hiring course of, worker improvement packages, and general firm tradition.
We consider that by fostering an inclusive atmosphere, we not solely make sure the well-being and progress of our workers but in addition drive innovation, creativity, and success as an organization. Be a part of us in our journey to construct a office that displays the varied world we stay in.
