Customer Service Representative

Clevr Blends - Remote

Job details Salary From $50,000 a year Job Type Full-time Number of hires for this role 1 Qualifications

    • Day Shift (Required)

    • US work authorization (Required)

    • High school or equivalent (Preferred)

Full Job Description

JOB DESCRIPTION

Customer Happiness & Community

Clevr is a fast-growing, women-lead, direct-to-consumer brand, making functional oat-milk lattes using ethically sourced adaptogens, mushrooms, and superfoods. We have a strong mission focus centered in regenerative practice, and donate 1% of revenue to organizations fighting for food justice.

The Role: You'll lead our Customer Happiness department, acting as the main point of contact, educational resource, and voice of the brand for all our customers. You'll provide them with exceptional, authentic, and compassionate customer support, and facilitate them feeling part of the Clevr community. You'll also be our community educator, creating educational content and ideating ways to foster relevant community discussions with our customers.

CUSTOMER HAPPINESS
Responsibilities

  • Answer all customer inquiries through email, SMS, chat, organic social media and paid social media, helping customers with pre or post-order issues, ensuring people are helped as quickly and as kindly as possible.
  • Build an authentic, empathetic and heart-centered relationship with the customer that allows them to feel part of the Clevr community
  • Collaborate with internal departments (marketing, fulfillment, operations) to problem solve customer issues
  • Proactively identify and ameliorate areas for improvement in our customer happiness systems
  • Own Gorgias organization (our CH platform) using tags, macros, and automations, and self-educate on ways to better use the platform to improve efficiency and quality of work
  • Develop and refine macros on an ongoing basis, iterating, updating, and optimizing the way we communicate
  • Develop and maintain a deep understanding of Clevr Customer Happiness processes and policies by working collaboratively and building relationships across internal teams
  • Update and refine the Clevr Customer Happiness Guidebook with new processes and policies on an ongoing basis
  • Develop and refine writing guidelines, including brand, voice, tone and compliance requirements
  • You are our eyes and ears to our community! Give weekly feedback on trends in customer communication to greater team via Slack and weekly team meetings
  • Wholesale: vet incoming retail and cafe wholesale inquiries for brand-alignment. If approved, manage onboarding new accounts and provide ongoing account support.
  • Manage current wholesale accounts (minimal), create Shopify orders, send invoices.
  • Respond personally to all reviews with gratitude for positive feedback or solutions to questions/concerns

COMMUNITY MANAGEMENT & EDUCATION (optional based on experience)
Responsibilities

  • Work with Head of Community & Partnerships to dream up new initiatives to connect with our customers and build community in a meaningful, innovative way, specifically as it relates to product education and customer happiness
  • Research, launch, and manage a Facebook group for our subscribers and/or all customers
  • Build Loom videos to use for Customer Happiness for most common how-tos on product education and subscription management (i.e How To Use a Frother, What SuperLatte is Right For Me?
  • Build out and maintain customer FAQ page with most common questions for Customer Happiness across email,
  • SMS, social, etc.
  • Set up systems for, and conduct remote product education program for cafes and coffee shops on product usage and benefits (minimal right now, will scale over 2022)
  • Collaborate with Marketing Team build out our educational content pillar. Create educational content: how to's, recipes, product education, daily ritual inspiration, lifestyle content informed by intimate knowledge of our customer base and community via Reels, TikToks, videos, images, blogs, IG lives, etc.
  • Self-education time: 1hr each week to research a different Clevr-relevant topic/take a course we can sponsor
  • When/if we begin to do more in-person events, collaborate with Marketing Team to strategize ways to connect and build community with our customers in-person

Job Type: Full-time

Pay: From $50,000.00 per year

Benefits:

  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Employee discount
  • Flexible schedule
  • Health insurance
  • Paid time off
  • Vision insurance
  • Work from home

Schedule:

  • 8 hour shift
  • Monday to Friday

Supplemental Pay:

  • Bonus pay

Education:

  • High school or equivalent (Preferred)

Experience:

  • E-commerce/D2C Customer Service: 1 year (Required)

Shift availability:

  • Day Shift (Required)

Work Location: Remote

Apply
Attention - In the recruitment process, legitimate companies never withdraw fees from candidates. If there are companies that attract interview fees, tests, ticket reservations, etc. it is better to avoid it because there are indications of fraud. If you see something suspicious please contact us: [email protected]