We are looking for a solution-oriented individual to join our team of coffee experts and take proactive steps to maintain positive experiences. You will have access to a vast array of espresso machines, grinders, coffee makers, and other coffee brewing devices and accessories to become an expert. The Customer Experience Agent is responsible for responding to customer queries in a timely and effective manner via phone, chat, email and live one-on-one video demonstrations. The position blends customer service and sales to ensure customer satisfaction in all aspects of purchasing, owning, and operating a home espresso machine.



Requirements:

• Answer phone calls, emails, and live chats from customers
• Process customer requests
• Meet or exceed daily, weekly and monthly goals
• Become an expert in all domestic espresso/cappuccino equipment
• Participate in “Coffee Cast,” a live sales and support video service
• Participate in a feedback loop with management and other departments to improve Company processes, policies, and support materials
• Provide management with customer feedback and insights to maintain a competitive advantage
• Maintain 2 positive reviews per week posted to Google/Yotpo or Trustpilot
• Answer customer emails within required SLA’s
• Provide coffee brewing advice to customers