CUSTOMER SUCCESS REPRESENTATIVE

What You’ll Do

• Assist customers with their questions, concerns, and requests via phone call, text message & email consistent with brand voice
• Communicate customer concerns to appropriate teams (operations, fleet, technology, etc.) to effect necessary change and prevent recurrence of undesired customer experiences
• Track and monitor key performance indicators (e.g. email response times, delivery satisfaction survey responses, and credits/refunds issued, etc.)
• Field phone calls and text messages from delivery drivers who require assistance locating or communicating with customers while on their delivery route
• Identify high-volume, repetitive workflows and partner with tech to design automated solutions (AI triage, auto-tagging, suggested replies, proactive notifications, self-serve workflows)
• Measure automation impact on response time, resolution rate, labor allocation, and CSAT
• Develop and maintain updated snippets, templates, and workflows to ensure quick, accurate, and consistent responses
• Collaborate with the Tech team to test and prioritize improvements to both customer-facing platforms and internal support systems
• Collaborate with the Fleet team to communicate and troubleshoot customer delivery experiences
• Serve as customer’s voice and advocate in internal team meetings, ensuring all decisions are made with respect to customer aversions and desires
• Communicate unexpected order and/or product availability changes to customers in a timely manner
• Assist with miscellaneous printing, spreadsheet formatting, office tasks as required

Who You Are

• Admirer of the “Zappos way” of approaching customer service
• A superior verbal and written communicator, skilled at navigating the occasional disagreeable situation
• Individual with a strong sense of urgency and firm grasp of business ethics
• A motivated, positive, and empathetic individual with a genuine concern and passion for helping others
• An analytical thinker with the ability to turn data into actionable strategies
• Self-professed foodie with a broad knowledge of produce varieties, growing practices, and clean ingredients
• A conscious coworker whose actions support and contribute to a positive and professional work environment
• A quick learner who is comfortable navigating multiple internal systems & processes daily
• A spreadsheet conqueror (Excel/Google Sheets proficient in the use of advanced functions)
• Change agent willing and able to keep up with the constantly evolving challenges of grocery delivery

Schedule

This is a full time position with a variable schedule. Availability Tuesday-Saturday is strongly preferred.

This position is paid: $24 per hour (after 4-week training period at $20/h)

Additional Perks

• 30% discount on Farm To People
• PTO: 1 hour earned per 30 hours worked
• Up to 80% coverage of health insurance plan

Compensation

This position is: hourly, $20/hr +