Seasonal Customer Support Specialist

About the role

King Arthur Baking Company has been sharing the joy of baking since 1790. Headquartered in Norwich, Vermont, we’re the ultimate baking resource – providing education, inspiration, and the highest quality products, all while fostering connections and community through baking. Our superior flours and mixes are available in supermarkets nationwide, and our direct-to-consumer business – website and retail stores – offers an even wider selection of specialty baking ingredients, mixes, gluten-free products, baking tools, and more. We bring baking education to millions of bakers through our cookbooks, podcast, recipe app, website, and baking school. We’re proud to be 100% employee-owned, which means everyone who works here has a real voice and a shared stake in what we do. This creates a strong sense of community built on trust, teamwork, and love of baking. As a benefit corporation, we’re committed to the best interests of all our stakeholders - employees, our local communities, our broader community of bakers, and our planet.

Responsibilities

• Respond to incoming customer calls and create or modify orders using various software tools.
• Provide exemplary service to customers, addressing inquiries and resolving issues promptly.
• Utilize effective problem-solving skills to achieve first contact resolution.
• Communicate effectively and efficiently with team members via Microsoft Teams Chat.
• Serve as a brand ambassador, educating customers about our history, products, values, and impact.

Requirements

• 1–2 years of customer service experience preferred.
• Experience using customer service software and tools is a plus.
• High school diploma or equivalent.

Competencies

• Communication Skills: Exceptional verbal and written communication skills are essential for effectively interacting with customers to understand their needs and convey information clearly and accurately.
• Problem-Solving Ability: Strong problem-solving skills enable you to analyze complex situations, identify root causes of issues, and develop creative solutions to address customer concerns promptly and effectively.
• Customer Focus: Dedication in providing exemplary service that exceeds customer expectations, provides satisfaction, and adds value to our products, differentiating King Arthur Baking in our customers’ minds.
• Empathy and Patience: Demonstrating empathy and patience is crucial for building rapport with customers and diffusing tense situations. Understanding and addressing customer frustrations with a compassionate approach can turn negative experiences into positive outcomes.
• Team Collaboration: The ability to collaborate effectively with internal teams is essential for resolving customer issues that require cross-functional coordination. Being able to communicate customer feedback and insights to relevant departments ensures a seamless customer experience and contributes to overall company success.
• Adaptability: Ability to thrive in a fast-paced environment and handle a diverse customer base. Maintain flexibility in scheduling to meet the needs of the business.

Success Factors

• Genuine enthusiasm for King Arthur’s mission and products and a commitment to living our values.
• Community-minded; gets involved and volunteers.

Physical Requirements / Work Environment / Safety

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Requirements

• Consistently uses standard office equipment such as computers and phones.
• Ability to work at a computer for extended periods of time.

Work Environment

• Indoors, a normal office environment with little exposure to excessive noise, dust, or temperature changes.
• This role operates in a professional office environment where most work is performed at a desk.
• Remote work environment that meets King Arthur Baking standards for work.

Safety

• Understands that safety is the responsibility of everyone at the organization and is responsible for adhering to/providing work in a safe and ergonomic manner, identifying unsafe conditions and correcting conditions immediately or reporting them promptly.
• Participates in safety and compliance training and safety and health programs.

Schedule

Full time, 40 hours per week preferred. Ideal candidates able to work 30+ hours may be considered – one evening shift per week and three weekend shifts per month required. This seasonal position has staggered start dates beginning mid-September through end of October and lasts up to 20 weeks.

Pay

$18.57 to $19.52 per hour worked; commensurate with experience. A 10% retention bonus will be paid out upon successful completion of the season.