Contact Center Specialist

About the role

What Makes a Great Fit for This Role?

• A commitment to delivering outstanding guest service with warmth and enthusiasm.
• Experience in a call center setting, with strong communication skills.
• A positive, team-oriented attitude and a passion for creating memorable experiences.
• Must be available evenings and weekends - This is an onsite position.

BENEFITS & PERKS

• Predictable work schedule
• Generous 50% discount on all our delicious desserts!
• Birthday month PTO with complimentary cake
• Company holidays off (Thanksgiving, December 25th-27th, and New Year’s Day)
• Medical, dental, vision insurance
• Vacation, 401k, FSA
• Paid Sick Time
• Referral Program
• Pet rescue reimbursement and pet insurance
• Flexible return to work schedule for maternity leave

RESPONSIBILITIES

• Responsible for connecting with our guests while answering questions and taking orders through a variety of channels (phone, emails, texts, & chat)
• Responsible for maintaining service quality standards by delivering premium service and treating each guest as a VIP.
• Handle all contacts in an efficient and professional manner, while documenting all information according to operational policies and procedures.

QUALIFICATIONS

• One year of experience in a customer service environment (contact center preferred)
• Previous food handling experience in either the hospitality or food and beverage industry is a plus but not required
• Proficiency in using computers, both for data entry, as well as for rapid navigation through systems to help support our guests.
• Ability to adapt to change in accordance with the business needs of the company
• Ability to follow scripts, identify guest needs, clarify information, and provide solutions
• Attention to detail while multitasking
• Excellent verbal and written communication skills with active listening
• Strong time management and decision-making skills
• Ability to acquire and maintain knowledge of Susiecakes products and decoration options
• Commitment to hospitality and the ability to care for our guests