Customer Experience Associate

About the role

Founded in 2013, Home Chef is the leading meal solutions company with both a retail and online presence. Available online at homechef.com and in retail at more than 2,100 Kroger grocery stores, Home Chef is committed to inspiring and enabling more people to cook simple, delicious meals, no matter how busy they are. In 2023, Home Chef introduced a new brand, Tempo! Tempo features a rotating selection of ready-to-heat meals delivered directly to your door. These meals are better-for-you versions of familiar favorites, designed to save you time and reduce stress while maintaining a healthy lifestyle. Our Tempo menu includes options that are protein-packed, fiber-rich, calorie and carb conscious, keto-friendly, and dietitian-approved.

Responsibilities

• Assist customers via incoming phone calls (up to 24 hours per week), averaging around 10 calls per hour.
• Assist customers via inbound email and web form tickets (up to 10 hours per week), replying to roughly 12 email tickets per hour and cleaning out personal ‘inbox’ daily with responses within 24 hours.
• Assist customers via inbound AI chat (up to 12 hours per week), responding to each chat within a defined SLA period.
• Participate in daily/weekly team meetings and stand-ups.
• Actively look for trends in customer inquiries and research complicated issues.
• Contribute to root-cause analysis of new bugs, operational misses, and service disruptions.

Requirements

• Prior experience in Customer Support or related positions (restaurants, retail, etc.).
• General high school degree, or equivalent.
• Positive attitude in regards to customer communication and team collaboration.
• Solid communication skills—both verbal and written.
• Fledgling analysis skills—understands how to spot trends and research common themes.
• Ability to type a minimum 50 wpm.

Schedule

The Customer Experience Associate Position operates Monday–Friday from 10:00 am–6:30 pm CST. Training begins Monday 10/26 and runs for 3 weeks, Monday–Friday 9:00 am–5:30 pm CST. Attendance for the entirety of training is required.

Benefits

• Medical, dental, vision, life and disability insurance available.
• Paid holidays, sick time and vacation time.
• 401k program.
• Flexible spending accounts for qualified medical, dependent care, parking, or transit expenses.

Pay

California Pay Range: $17.50 USD

Maryland Pay Range: $17.50 USD

Illinois Pay Range: $17.50 USD